Service Design

$2,095.00

Description

Dates: October 23-25, 2018

  • Three days- includes lecture, exam preparation, and exam

Times: 9 am- 5 pm

Class Size: Up to 25 Students

Price: $2095.00

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Course Description

This is a live, instructor-led course that covers the management and control of the activities and techniques within the Service Design stage of the lifecycle. Additionally, the course looks at the concept of Service Design as a practice and identifies the interfaces between Service Design and the other stages of the ITIL Service Lifecycle.

The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.This course will help organizations to improve the quality of their IT service management.

It will increase the understanding of ITIL® principles and terminology, and the concepts, processes, functions and activities of Service Design. It also provides a detailed overview of the key elements of Service Design and provides the opportunity to sit the ITIL Lifecycle Examination in Service Design.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

  • Introduction to Service Design
  • Service Design Principles
  • Service Design Processes
  • Service Design Technology-Related Activities
  • Organizing for Service Design
  • Technology Considerations
  • Implementation and Improvement of Service Design
  • Challenges, Critical Success Factors and Risks

In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Design

This unit introduces the candidate to the concepts and terminology in the field of Service Design.

  • Purpose, goals and objectives of Service Design
  • Scope of Service Design
  • Business value
  • The context of Service Design in the ITIL service lifecycle
  • Service Design inputs and outputs and the contents and use of the Service Design Package
  • The contents and use of Service Acceptance Criteria

Service Design Principles

  • Holistic Service Design, service composition and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements and drivers
  • Design activities and constraints
  • The five aspects of Service Design
    • Design aspects
    • Designing service solutions
    • Designing supporting systems, especially the Service Portfolio
    • Designing technology architectures
    • Designing processes
    • Designing measurement systems and metrics
  • Service-oriented architecture principles
  • Service Design models

Service Design Processes

  • Design coordination
    • Purpose and objectives
    • Scope
    • Value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
  • Service Level Management
    • Purpose and objectives
    • Scope
    • Value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
  • Availability Management
    • Purpose and objectives
    • Scope
    • Value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
  • Capacity Management
    • Purpose and objectives
    • Scope
    • Value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
  • IT Service Continuity Management
    • Purpose and objectives
    • Scope
    • Value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
  • Information Security Management
    • Purpose and objectives
    • Scope
    • Value to business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
  • Service Catalog Management
  • Supplier Management

Service Design Technology-Related Activities

  • The Service Design activities and techniques within Requirements Engineering
  • The Service Designactivities and techniques within Data and Information Management
  • The Service Designactivities and techniques associated with Application Management

Organizing for Service Design

  • Functional roles analysis and the use of the RACI matrix
  • The functions within Service Design
  • The roles and responsibilities within Service Design

TechnologyConsiderations

  • The types of tools that would benefit Service Design
  • Requirements for Service Management tools

Implementation and Improvement of Service Design

  • The Service Design issues relating to:
    • Business Impact Analysis
    • Service Level Requirements
    • Risks
  • The six-stage implementation approach
  • Measurements of Service Design, a prerequisite for success

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

  • Must hold the ITIL v3 FoundationCertificate in IT Service Management or ITIL v2 Foundation plus the BridgeCertificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
  • Approximately 1 hour of home study each evening

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.

This course syllabus may also be of interest to:

  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within, or about to enter, a Service Design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification can beone of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Exam Eligibility

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

17 Seats Available (can be backordered)