Code: 
993
Duration: 
3-5 Day(s)
Price: 
£1089-995

Overview

  • Putting ITIL terms into the context of a service acceptance criteria
  • Analyzing sourcing strategies
  • Drafting a service level requirements document
  • Considering service design interfaces across the lifecycle
  • Capturing tacit knowledge when eliciting requirements
  • Daily review sessions and exam practice

Audience

Those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

Skills Gained

  • Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
  • Define the goal, objectives and scope of service design
  • Outline key activities for service design processes in the context of the service lifecycle
  • Enhance the quality of IT service provision within an organization
  • Measure service design using critical success factors and key performance indicators

Course Specifics

Course Outline

Introduction and Overview

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

Key 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 catalog 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

Organizing 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

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

Please click date to Enquire Now
Course Location Days Cost Date
London3 1695 £1695 2018-05-30
Heywood3 1089 £1089 2018-04-16
London3 1420 £1420 2018-03-19
Leeds3 1420 £1420 2018-03-15
Newcastle3 1420 £1420 2018-03-07
Edinburgh3 1420 £1420 2018-02-26
London3 1420 £1420 2018-02-19
Manchester3 1420 £1420 2018-02-14
London3 1420 £1420 2018-02-07
Leeds3 1420 £1420 2018-01-18
Birmingham3 1420 £1420 2018-01-10
London3 1695 £1695 2018-01-10
Manchester3 995 £995 2018-01-08
Heywood3 1089 £1089 2018-01-08
London3 1420 £1420 2018-01-02
London4 1695 £1695 2017-12-18
London3 1420 £1420 2017-12-15
London3 1420 £1420 2017-12-11
London3 1420 £1420 2017-11-30
London4 995 £995 2017-11-27
Bristol3 1420 £1420 2017-11-24
Manchester4 1695 £1695 2017-11-20
Leeds3 1420 £1420 2017-11-20
Newcastle3 1420 £1420 2017-11-15
London3 990 £990 2017-11-15
Leeds3 990 £990 2017-11-13
London3 990 £990 2017-11-13
London4 1695 £1695 2017-10-31
London3 990 £990 2017-10-23
London3 1420 £1420 2017-10-19
Glasgow5 2500 £2500 2017-10-17
Glasgow3 1420 £1420 2017-10-17
Wokingham3 990 £990 2017-10-16
London4 1695 £1695 2017-10-16
London3 1420 £1420 2017-10-11
Manchester3 1420 £1420 2017-10-09
London5 2500 £2500 2017-10-09
London3 995 £995 2017-10-09
Oxford5 2500 £2500 2017-10-09
Manchester3 995 £995 2017-10-02
Heywood3 1089 £1089 2017-10-02
Reading5 2500 £2500 2017-10-02
London4 1695 £1695 2017-09-25
London3 1420 £1420 2017-09-19
London3 990 £990 2017-09-13
Birmingham3 990 £990 2017-09-13
Birmingham3 1420 £1420 2017-09-11
Leeds3 1420 £1420 2017-09-06
London3 995 £995 2017-08-30
Bristol3 1420 £1420 2017-08-29
London4 1695 £1695 2017-08-29
Exeter5 2500 £2500 2017-08-22
Manchester3 1420 £1420 2017-08-18
London3 1695 £1695 2017-08-16
Belfast5 2500 £2500 2017-08-15
London3 990 £990 2017-08-14
London3 1420 £1420 2017-08-09
Newcastle3 1420 £1420 2017-08-09
Wokingham3 990 £990 2017-08-09
London4 1695 £1695 2017-08-08
Birmingham5 2500 £2500 2017-08-07
Manchester5 2500 £2500 2017-07-25
London4 1695 £1695 2017-07-24
Bath3 800 £800 2017-07-24
London3 990 £990 2017-07-19
Bath3 800 £800 2017-07-19
Leeds3 990 £990 2017-07-19
London3 995 £995 2017-07-17
Bath3 800 £800 2017-07-13
London3 1420 £1420 2017-07-11
Reading3 1114 £1114 2017-07-10
Bath3 800 £800 2017-07-10