ITIL SERVICE LIFECYCLE SERVICE DESIGN

ITIL SERVICE LIFECYCLE SERVICE DESIGN

450,000.00

The Service Design (SD) module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The certification demonstrates the candidate’s knowledge of good practices in the design of IT services, processes, and other aspects of IT service management.

JK Michaels training programme for the ITIL® Intermediate SD Module includes both online and classroom training. The courseware has been approved by APMG and CSME and includes quizzes and sample test papers.

The Service Design module focuses on the design of IT services, covering the architectures, processes, policies and documentation. This enables candidates to design services, hence meeting the needs of the organization.

Description

ITIL® SERVICE LIFECYCLE: SERVICE DESIGN-PRODUCT DESCRIPTION

 

ITIL service 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

EXAMINE THE ACTIVITIES, METHODS, AND TECHNIQUES USED IN THE ITIL SERVICE DESIGN LIFECYCLE STAGE.

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service design phase of the service lifecycle. You will cover management and control of the activities and techniques within the service design stage, not the detail of each of the supporting processes. Through lecture, exercises, and scenario-based questions, you will learn the core disciplines of the ITIL best practices.

This course positions you to successfully complete the associated exam, which is offered on the last day of the course .

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

WHAT YOU’LL LEARN

  • Service management as a practice and service design principles, purpose, and objective
  • How all service design processes interact with other service lifecycle processes
  • The sub-processes, activities, methods, and functions used in each of the service design processes
  • Roles and responsibilities within service design and the activities and functions to achieve operational excellence
  • How to measure service design performance
  • Technology and implementation requirements in support of service design
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

 

PREREQUISITES

  • ITIL Foundation certification (required)
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL publication Service Design (2011 Edition, and complete at least 21 hours of personal study

Course Outlines

1. Introduction to Service Design
Key Service Management Concepts
Purpose, Goals, and Objectives of Service Design
Scope of Service Design
Service Design Processes Supporting the Service Lifecycle
Value of Service Design
Service Design Fundamentals
Processes within Service Design
Service Design Inputs and Outputs
2. Service Design Principles
Holistic Design, Service Composition, and the Four Ps of Service Design
Five Major Aspects of Service Design
Importance of Taking a Balanced Approach to Service Design
Service Requirements, Business Requirements, and Drivers
Design Activities and their Constraints
Service-Oriented Architecture Principles
Service Design Models
3. Design Coordination Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
4. Service Catalogue Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Service Catalogue Management Roles
5. Service Level Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Service Level Management Roles
6. Supplier Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Supplier Management Roles
7. Availability Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Availability Management Roles
8. Capacity Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Capacity Management Roles
9. IT Service Continuity Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities, Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key IT Service Continuity Management Roles
10. Information Security Management Process
Purpose, Objectives, and Scope
Value to the Business
Policies, Principles, and Basic Concepts
Process Triggers, Inputs, Activities. Methods, and Outputs
Process Interfaces
CSFs and KPIs
Challenges and Risks
Key Information Security Management Roles
11. Organizing for Service Design
Functional Role Analysis
Using the RACI Matrix in Process Design
Functions within Service Design
Business Impact Analysis
12. Technology and Implementation Consideration
Good Practices for Process Implementation
Generic Requirements for Technology to Assist Service Design
Applying Evaluation Criteria for Technology and Processes
Planning and Implementing Service Management Technologies
13. Challenges, Risks, and CSFs of Service Design
14. Exam Preparation/Mock Exam
15. Exam

Who should do the Course?

 

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • 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 . The main focus of the course is covered by the Service Design volume of the IT Infrastructure Library (ITIL).

What are the career benefits of this course?

What are the career benefits of this course?

An ITIL® certifications helps IT professionals add weight to their profile and typically earn 40% more compared to their non-certified peers. The SD module of the ITIL® Intermediate Level enables candidates to:
  • Understand the purpose, principles and processes of service design
  • Identify how to organize and implement design as part of overall service management
  • Understand the use of leading edge IT capabilities to provide the best service and maximize value to the organization
  • Identify how service design relates to other stages of the ITIL® Service Lifecycle
The ITIL® Service Design qualification demonstrates the IT professional’s ability to frame consistent service design practices to improve the alignment of IT with the overall business and user needs. According to recent surveys by payscale.com, the average annual salary of the certified professionals in this field ranges from $80,000 to $90,000.

Why is the certification most sought-after?

Why is the certification most sought-after?

Currently in its third version, ITIL® is the world’s most widely-used IT service management framework and is based on global best practices in IT service management. ITIL® enables organizations to:
  • Increase productivity
  • Optimize costs
  • Improve customer experience
  • Find a common language for service management
  • Gain a competitive edge
  • Build customer trust in the organization

ITIL® qualifications set international benchmarks of quality for IT professionals all over the world. Professionals taking up ITIL® training are encouraged to come up with new ideas and approaches to improve customer satisfaction. They learn to contribute effectively to service delivery in the organization. The value of ITIL® has increased sharply in recent years and an ITIL® certification is fast becoming an entry requirement for a majority of IT-based roles.

Certified professionals in this field are in constant demand, there are currently more than 5000 certified professionals around the world. Certified professionals can expect job roles such as Capacity Manager, Availability Manager, Service Level Manager, Business Continuity Manager, and Service Portfolio Manager.