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

  • GREEN This class is Guaranteed To Run.
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  • Click a Date to Enroll.
Course Location Days Cost Date
Yorkshire
Sheffield3 3299 £3299 2018-12-10
Manchester
Manchester3 1500 £1500 2018-12-10
Yorkshire
Sheffield3 2989 £2989 2018-12-10
Yorkshire
Sheffield3 3489 £3489 2018-12-10
Manchester
Manchester3 1500 £1500 2018-12-10
London
London3 1500 £1500 2018-12-10
London
London3 1039 £1039 2018-12-10
London
London3 1500 £1500 2018-12-10
London
London3 1532 £1532 2018-12-19
London
London3 1532 £1532 2018-12-19
London
London3 1532 £1532 2018-12-19
Cheshire
Crewe3 4499 £4499 2018-12-27
Midlands
Wolverhampton3 4399 £4399 2018-12-27
Essex
Colchester3 3999 £3999 2018-12-27
Kent
Canterbury3 1995 £1995 2018-12-27
London
Gatwick3 4399 £4399 2018-12-27
West Sussex
Chichester3 4499 £4499 2018-12-27
Midlands
Wolverhampton3 4499 £4499 2018-12-27
Derbyshire
Buxton3 3999 £3999 2018-12-27
Berkshire
Slough3 4399 £4399 2018-12-27
Dundee
Dundee3 4399 £4399 2018-12-27
Wiltshire
Swansea3 4399 £4399 2018-12-27
Essex
Colchester3 4399 £4399 2018-12-27
Suffolk
Ipswich3 4499 £4499 2018-12-27
Devon
Plymouth3 4499 £4499 2018-12-27
Wiltshire
Swindon3 3999 £3999 2018-12-27
Middlesbrough
TBC3 3999 £3999 2018-12-27
Yorkshire
Doncaster3 4399 £4399 2018-12-27
Somerset
Bath3 3999 £3999 2018-12-27
Middlesbrough
Teesside3 4499 £4499 2018-12-27
Gloucester
Gloucester3 4399 £4399 2018-12-27
Midlands
Solihull3 4399 £4399 2018-12-27
Kent
Chatham3 3999 £3999 2018-12-27
Northamptonshire
Corby3 4399 £4399 2018-12-27
Cumbria
Carlisle3 3999 £3999 2018-12-27
Midlands
Northampton3 4499 £4499 2018-12-27
London
Gatwick3 3999 £3999 2018-12-27
County Durham
Darlington3 4399 £4399 2018-12-27
Gloucestershire
Cirencester3 4499 £4499 2018-12-27
Midlands
Solihull3 3999 £3999 2018-12-27
Hertfordshire
Watford3 4399 £4399 2018-12-27
Dundee
Dundee3 3999 £3999 2018-12-27
Berkshire
Bracknell3 4499 £4499 2018-12-27
Manchester
Bolton3 4499 £4499 2018-12-27
Gloucester
Gloucester3 3999 £3999 2018-12-27
Wiltshire
Swindon3 4399 £4399 2018-12-27
Kent
Canterbury3 1995 £1995 2018-12-27
Cheshire
Chester3 4399 £4399 2018-12-27
Lancashire
Chorley3 3999 £3999 2018-12-27
Suffolk
Ipswich3 3999 £3999 2018-12-27
Midlands
Derby3 3999 £3999 2018-12-27
Sunderland
Sunderland3 4399 £4399 2018-12-27
Staffordshire
Stoke on Trent3 4399 £4399 2018-12-27
Gloucestershire
Cirencester3 3999 £3999 2018-12-27
Gloucestershire
Cirencester3 4399 £4399 2018-12-27
Clwyd
Wrexham3 3999 £3999 2018-12-27
Northamptonshire
Corby3 3999 £3999 2018-12-27
Dorset
Bournemouth3 4399 £4399 2018-12-27
Dorset
Fleet3 4399 £4399 2018-12-27
London
London3 3999 £3999 2018-12-27
Buckingshire
High Wycombe3 4499 £4499 2018-12-27
Warwickshire
Warwick3 3999 £3999 2018-12-27
Somerset
Bath3 4399 £4399 2018-12-27
London
Heathrow3 4399 £4399 2018-12-27
Devon
Exeter3 3999 £3999 2018-12-27
Essex
Chelmsford3 3999 £3999 2018-12-27
Surrey
Guildford3 4499 £4499 2018-12-27
Northamptonshire
Corby3 4499 £4499 2018-12-27
Derbyshire
Burton upon Trent3 4399 £4399 2018-12-27
Hampshire
Portsmouth3 4399 £4399 2018-12-27
Cheshire
Crewe3 4399 £4399 2018-12-27
County Durham
Darlington3 3999 £3999 2018-12-27
Fife
Dunfermline3 3999 £3999 2018-12-27
Dorset
Poole3 4399 £4399 2018-12-27
Manchester
Bolton3 3999 £3999 2018-12-27
Onsite
Onsite3 1500 £1500 2019-01-16
Onsite
Onsite1 500 £500 2019-01-16