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ITIL® Intermediate: Service Design

COURSE TYPE

Intermediate

Course Number

993

Duration

3 Days

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ITIL Service Design is one of ten intermediate level courses in the ITIL curriculum. Gain the skills you need to plan, implement, and optimize 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.

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 organization
  • Measure SD using critical success factors and key performance indicators

Important Course Information

Requirements

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

Recommended Experience

  • Basic IT literacy and around two years of IT experience
  • 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

    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 an online proctored exam with PeopleCert. 
    • 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

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or 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 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
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    Tuition due 30 days after you attend your course.

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    Tuition

    Standard

    Government

    In Classroom or
    Online

    Standard

    $2650

    Government

    $2355

    Private Team Training

    Contact Us »

    Course Tuition Includes:

    After-Course Instructor Coaching
    When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

    ITIL Certification Success Package
    Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

    Free Course Exam
    You can take your Learning Tree course exam on the last day of your course or online any time after class.

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    Training Hours

    Days 1 - 2 Course Hours:
    9:00 a.m. - 5:30 p.m.
    Two 15-minute breaks
    45-minute lunch

    Day 3 Course Hours - Last Day:
    9:00 a.m. - 4:30 p.m.
    Two 15-minute breaks
    45-minute lunch
    Free Course Exam*:
    3:00 p.m. - 4:30 p.m.

    *All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through an authorized PeopleCert service. PeopleCert is an online testing site which allows you to schedule your ITIL exam 24/7. Please ensure you have acquired a webcam in advance of scheduling If you have any questions please call us at 1-888-THE-TREE (843-8733).

    Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examinations, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.

    ITIL® is a registered trade mark of AXELOS Limited.

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    Earn 19 Credits from NASBA

    This course qualifies for 19 CPE credits from the National Association of State Boards of Accountancy CPE program. NOTE: Only live, in-class attendance qualifies for NASBA CPEs. Read more ...

    Earn 19 PDUs


    PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
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    This course is approved by PMI® for 19 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

    Business & Strategic : 19 PDUs

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    “The instructor made my ITIL course excellent! ... Her demonstrations of how to apply the material to multiple areas of life were invaluable.”

    - E. Lines, Program Manager
    Planned Systems International

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