SKU: ITIL-INTERMEDIATE-CERTIFICATION-SERVICE DESIGN
Catalog:
- IT Service Management
ITIL Intermediate Qualification: Service Design
Overview
Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Service Design is part of the ITIL Intermediate lifecycle stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
Who should attend?
The course is designed for, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Course Objectives
• Plan key activities for service design processes
• Improve the quality of IT service provisioning within an organisation
• Learn to create a service level agreement document through clear understanding of the SLRs
• Evaluate service design processes with critical success factors and key performance indicators
• Extensive coverage of service design principles and interfaces across the lifecycle
• Learn and analyse sourcing strategies
• Define the goal, objectives and scope of service design
• Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
Course Outline
• Management and control of all Service Design activities
• Management and application of Service Design concepts, inputs, outputs and activities
• Knowledge of Service Design principles and management of Service Design processes
• Control and coordination of Service Design technology related activities
• Justification and control of the organisational and technological issues on Service Design
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 2 Days (Examination is conducted at the end of 2nd day of training)
Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
• 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Service Design Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above
Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK
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-orientated 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
What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the service design processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Service Design Certification Exam but also gain detailed insights in the service design guidance as provided by the ITIL Framework.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Service Design, you gain three credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx
What were the changes to the syllabus as part of change for ITIL 2011 Edition?
The service design syllabus has minor changes to the coverage required for each syllabus section and minor changes to the recommended contact hours for each section. The coverage of service design challenges, critical success factors and risks remains but has been moved to an additional syllabus section (section eight). The syllabus now includes coverage of a new process called design coordination and its associated topics: purpose, objectives, scope, value to the business, policies, principles, basic concepts, triggers, inputs, outputs, interfaces, critical success factors, key performance indicators, challenges and risks.
Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
What are the changes being made to ITIL Service Design : Best Practice Guidance book for ITIL 2011 Edition?
Throughout the updated ITIL Service Design publication, there has been a particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been enhanced, most importantly the flow and management of activity throughout the overall service design stage, with the addition of the design coordination process. Other noted enhancements include the five aspects of service design, the design of the service portfolio, and the terminology related to service catalogue views.
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream-which includes the service design qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.
