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ITIL and IT Service Management Training









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ITIL® Intermediate: Service Design

COURSE TYPE

Practitioner

Course Number

993

Duration

3 Days

Enroll

About This Course:  With our ITIL Intermediate Service Design training, you learn to plan, implement and optimize service design processes. Course includes pre-course reading, evening study, the ITIL Intermediate Service Design exam and overview maps that illustrate ITIL lifecycle stages, reinforcing key concepts. The ITIL Foundation Certification is required to take the exam. 

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

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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Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Oct 12 - 14 New York/AnyWare Enroll Now

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Nov 2 - 4 Toronto/AnyWare Enroll Now

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Jan 11 - 13 Toronto/AnyWare Enroll Now

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Feb 1 - 3 Ottawa/AnyWare Enroll Now

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Feb 8 - 10 New York/AnyWare Enroll Now

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Feb 22 - 24 Alexandria, VA/AnyWare Enroll Now

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Mar 1 - 3 Rockville, MD/AnyWare Enroll Now

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Apr 5 - 7 Herndon, VA/AnyWare Enroll Now

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Jun 27 - 29 Toronto/AnyWare Enroll Now

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Aug 9 - 11 New York/AnyWare Enroll Now

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In-Class

Aug 16 - 18 Rockville, MD/AnyWare Enroll Now

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Aug 30 - Sep 1 Alexandria, VA/AnyWare Enroll Now

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Sep 13 - 15 Herndon, VA/AnyWare Enroll Now

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Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here

Tuition

Standard

$2650

Government

$2355

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 course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Questions

Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

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 a Pearson Vue testing center authorized by APMG.  However, there are other options available for most ITIL exams, including ProctorU.  If you have any questions or would like to learn more about your exam options, please call us at 1-888-THE-TREE (843-8733).
 
ITIL® is a registered trade mark of AXELOS Limited.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree is an official strategic partner of the product owner, AXELOS and an Accredited Training Provider (ATO) of the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read more ...

Earn 19 Credits from NASBA

This course qualifies for 19 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

Earn 19 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

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

Read more ...

“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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