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ITIL Inter - Service Design

Course Details

Name ITIL Inter - Service Design
Description
URL
Location:
London - Central
Start Date:
Working Days:
Price:
£910.00 +vat
was £989.00
Availability:
Exam:
Residential:
Course ID:
448394
Offer

Overview

ITIL Service Design is one of ten intermediate level courses in the ITIL curriculum. Gain the skills you need to plan, implement, and optimise service design processes. Successful completion of this three-day course course provides you with the foundational knowledge needed to pass the ITIL Intermediate Service Design certification exam, and earns three credits towards ITIL Expert certification.

 

Bundle Offer   ITIL Expert Bundles from £1,995 - More Details

 

Learning Objectives

You Will Learn How To

  • Prepare for and pass the ITIL Service Design (SD) Exam
  • Define the goal, objectives, and scope of SD
  • Outline key activities for SD processes
  • Enhance the quality of IT service provision within an organisation
  • Measure SD using critical success factors and key performance indicators

Pre-Requisites

Requirements

  • Must hold the ITIL Foundation Certificate

Recommended Experience

  • Basic IT literacy and around two years of IT experience

Course Content

Course Outline

ITIL Service Design Introduction and Overview

  • Purpose and goals
  • Scope of service design
  • Doing it right the first time
  • Designing new and changed service

Key ITIL Service Design Principles

Five aspects of service design

  • Designing service solutions
  • Designing supporting systems and the service portfolio
  • Technology architectures, processes and design aspects
  • Measurement, methods and metrics
  • Service-oriented architecture principles

Holistic service design

  • Design activities and their constraints
  • The importance of balanced design
  • Service requirements, business requirements and drivers

Four Ps of Design

  • People
  • Products
  • Processes
  • Partners

Service Design Processes

Service catalogue management

  • Providing a central source of information on IT services delivered to the business by the service provider
  • Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

Service level management

  • Negotiating, agreeing and documenting appropriate IT service targets with the business
  • Monitoring and producing reports on delivery against agreed level of service

Capacity management

  • Matching capacity of IT to agreed business demands
  • Right resource, right time, right cost

Availability management

  • Ensuring that availability targets are measured and achieved in a cost-effective manner
  • Building availability into the design

IT service continuity management

  • Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
  • Developing service continuity and recovery plans
  • Aligning plans with business needs over time

Primary Activities of Service Design

Technology-related activities

  • Requirements engineering: requirement types, activities and techniques
  • Data and information management activities
  • Techniques within application management
  • Investigating service design requirements

Achieving balance between design and existing strategies

  • Ensuring inclusion of governance and security controls
  • Assembling the service design package
  • Producing, maintaining and revising all services, design processes and documents
  • Liaising with other design and planning activities
  • Aligning with corporate and IT strategies

Organising Service Design

  • Roles appropriate within service design
  • Functional role analysis and the use of the RACI matrix
  • Defining service design responsibilities
  • Aligning information security with business security
  • Managing suppliers to ensure quality and value

Service Design and Technology

  • Technology considerations for service design
  • The tools that benefit service design
  • Requirements for service design

Implementation Challenges and Risks

  • The six-stage implementation approach
  • Measurements of service design
  • Outlining the challenges and risks facing service design
  • Establishing critical success factors and Key Performance Indicators (KPIs)
  • Developing risk-benefit analyses

London - Euston

Description:

This venue, based in Central London, has over 30 fully-equipped classrooms. The classrooms are spread across four floors of Euston House and there are coffee lounges on each floor. 

Registration takes place in the Reception Area on the ground floor and the nearest tube stations are Euston and Euston Square.

Location:

Euston House
24 Eversholt Street
London
NW1 1AD

 

Directions:

From Euston Station
(Northern and Victoria Lines)

Exit into Euston Railway Station. Leave the station through the main doors and turn left immediately. Walk along to stairs leading down to Eversholt Street. Cross the road to Euston House.

For the latest travel information, please visit www.tfl.gov.uk

From Euston Square Underground Station

(Circle, Metropolitan, Hammersmith and City Lines)

Take the exit marked Euston Road (North) and Railway Station. Turn left at the top of the stairs onto Euston Road. Walk past two sets of traffic lights and Euston Railway Station. On the third set of traffic lights turn left into Euston Square. This becomes Eversholt Street. Euston House is on the right past The Royal George Pub.

Parking


All London car parks charge typical city rates.  The closest is the NCP car park at Euston Railway Station.


  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Design, which you should read as part of the 21 hours of personal study
  • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert. 
  • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification

This course is approved by PMI® for 19 professional development units (PDUs).

Business & Strategic : 19 PDUs

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