ITIL Service Design

Duration: 
3 days
Codes: 
993,ITIL
Versions: 
NULL

Overview

The ITIL Lifecycle in Service Design Course is one of the five courses that fit into the lifecycle stream for ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to have a comprehensive understanding of the processes and roles described in the Service Design element of the Service Management lifecycle.

Please be aware, this course provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

Audience

  • Managers who have attained the ITIL Foundation certificate in Service Management certificate and who wish to advance to higher level ITIL certifications
  • Managers who require a practical understanding of the Service Design processes and how they may be used to enhance the quality of IT service within an organisation
  • Operational staff involved in Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Supplier Management, who wish to enhance their role-based capabilities
  • The course is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk). The main focus of the course is covered by the Service Design volume of the IT Infrastructure Library (ITIL).

The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

More information can be found at the OGC web-site: http://www.ogc.gov.uk

Skills Gained

  • Introduction to Service Design
  • Service Design principles, purpose and objectives
  • Interaction of Service Design and other phases of the Lifecycle
  • Managerial and supervisory aspects of the ITIL Service Design processes, methods and functions including design coordination, service catalogue management, service level management, supplier management, availability and capacity management, IT service continuity and information security management
  • Organising for Service Design
  • Technology considerations

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • 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

You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials Exam Information: Exam Information:

  • 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 ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

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

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

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Course Location Days Cost Date
Nottinghamshire
Nottingham3 3489 £3489 2019-01-28
Yorkshire
Leeds3 1989 £1989 2019-01-28
Nottinghamshire
Nottingham3 2989 £2989 2019-01-28
Yorkshire
Leeds3 2489 £2489 2019-01-28
Northern Ireland
Belfast3 3489 £3489 2019-02-04
Northern Ireland
Belfast3 2989 £2989 2019-02-04
Edinburgh
Edinburgh3 1500 £1500 2019-02-05
Edinburgh
Edinburgh3 1532 £1532 2019-02-05
Bristol
Bristol3 622 £622 2019-02-06
Midlands
Birmingham3 622 £622 2019-02-06
Devon
Exeter3 622 £622 2019-02-06
Edinburgh
Edinburgh3 622 £622 2019-02-06
Manchester
Manchester3 1500 £1500 2019-02-08
Manchester
Manchester3 1532 £1532 2019-02-08
Glasgow
Glasgow3 3489 £3489 2019-02-11
Glasgow
Glasgow3 2989 £2989 2019-02-11
London
London3 1500 £1500 2019-02-12
London
London3 1532 £1532 2019-02-12
London
London3 1532 £1532 2019-02-12
Hampshire
Southampton3 3489 £3489 2019-02-18
Hampshire
Southampton3 2989 £2989 2019-02-18
Merseyside
Liverpool3 3489 £3489 2019-02-18
Merseyside
Liverpool3 2989 £2989 2019-02-18
London
London3 1695 £1695 2019-02-20
London
London3 1695 £1695 2019-02-20
Dublin
Dublin3 3489 £3489 2019-02-25
Dublin
Dublin3 2989 £2989 2019-02-25
London
London3 1795 £1795 2019-03-04
London
London3 729 £729 2019-03-04
Virtual
Virtual3 1795 £1795 2019-03-06
London
London3 1532 £1532 2019-03-08
London
London3 1500 £1500 2019-03-08
London
London3 1532 £1532 2019-03-08
Bristol
Bristol3 1989 £1989 2019-03-11
Bristol
Bristol3 2489 £2489 2019-03-11
Yorkshire
Sheffield3 3489 £3489 2019-03-18
Worcestershire
Worcester4 1166 £1166 2019-03-18
Yorkshire
Sheffield3 2989 £2989 2019-03-18
Manchester
Manchester3 1795 £1795 2019-03-18
Manchester
Manchester3 729 £729 2019-03-18
Yorkshire
Leeds3 1500 £1500 2019-03-20
Yorkshire
Leeds3 1532 £1532 2019-03-20
Onsite
Onsite3 1500 £1500 2019-03-24
Onsite
Onsite1 500 £500 2019-03-24
Norfolk
Norwich3 2989 £2989 2019-03-25
Norfolk
Norwich3 3489 £3489 2019-03-25
Manchester
Manchester3 1140 £1140 2019-04-01
Aberdeenshire
Aberdeen3 3489 £3489 2019-04-01
Aberdeenshire
Aberdeen3 2989 £2989 2019-04-01
Manchester
Manchester3 1140 £1140 2019-04-01
Edinburgh
Edinburgh3 622 £622 2019-04-03
Tyne and Wear
Newcastle3 1532 £1532 2019-04-03
Bristol
Bristol3 622 £622 2019-04-03
Devon
Exeter3 622 £622 2019-04-03
Midlands
Birmingham3 622 £622 2019-04-03
Sussex
Brighton3 3489 £3489 2019-04-15
Berkshire
Reading3 1099 £1099 2019-04-15
Sussex
Brighton3 2989 £2989 2019-04-15
Berkshire
Bracknell3 4499 £4499 2019-04-16
Yorkshire
Wakefield3 3999 £3999 2019-04-16
London
Gatwick3 3999 £3999 2019-04-16
Derbyshire
Buxton3 4499 £4499 2019-04-16
Yorkshire
Harrogate3 3999 £3999 2019-04-16
Dundee
Dundee3 3999 £3999 2019-04-16
Fife
Dunfermline3 3999 £3999 2019-04-16
Wiltshire
Swindon3 3999 £3999 2019-04-16
London
Bromley3 4499 £4499 2019-04-16
Essex
Chelmsford3 4499 £4499 2019-04-16
Cumbria
Carlisle3 3999 £3999 2019-04-16
Gloucester
Gloucester3 3999 £3999 2019-04-16
Berkshire
Bracknell3 3999 £3999 2019-04-16
Yorkshire
Wakefield3 4499 £4499 2019-04-16
Devon
Exeter3 3999 £3999 2019-04-16
Kent
Canterbury3 4499 £4499 2019-04-16
Surrey
Guildford3 4499 £4499 2019-04-16
Manchester
Bolton3 4499 £4499 2019-04-16
Middlesbrough
Teeside3 3999 £3999 2019-04-16