ITIL® Service Design

Learn to design new IT services and improve existing ones

Course Code : 7006

Overview

The ITIL Service Design Lifecycle discusses the designing of new IT services, as well as making modifications and improvements to existing ones,  it is all about identifying service requirements and creating new service offerings; while also working on modifying and improving the existing service designs.

In Cognixia’s ITIL Service Design Lifecycle course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service design core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for the adoption of service management best practices in the organization. This course focuses on key topics such as service design principles, organizing for service design, challenges, risks, and key performance indicators.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service design exam results.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

  • Review of basic service management concepts
  • Purpose, objectives, scope and business value of service design
  • Service design interfaces throughout the service lifecycle
  • Principles of service design
  • Design coordination
  • Service catalogue management
  • Service level management
  • Supplier management
  • Availability management
  • Capacity management
  • IT service continuity management
  • Information security management
  • Organizing for service design
  • Service design organizational considerations
  • Automation, tools and technology for service design
  • Challenges, risks and critical success factors of service design

Outline

  • History of ITIL
  • What is a service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is service management?
  • Stakeholders
  • Processes and function
  • Generic service management roles
  • The service lifecycle map
  • Purpose of service design
  • Objectives of service design
  • Scope of service design
  • Business value of service design
  • Inputs and outputs
  • Service design to service strategy
  • Service design to service transition
  • Service design to service operation
  • Service design to continual service improvement
  • The importance of holistic design
  • Service composition
  • 4 P’s of service design
  • Five major aspects of design
  • Taking a balanced approach to service design
  • Requirements, business requirements and drivers
  • Design activities and constraints
  • Principles of service-oriented architecture
  • Service design models
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Functional roles analysis and RACI
  • Building a RACI chart
  • Role analysis
  • Using RACI in process design
  • Change authorization model
  • Functions with in service design
  • Large and small organizational structures
  • Business impact analysis
  • Good practices for service and process implementation
  • Implementing processes and supporting tools
  • The Continual Service Improvement approach
  • The underpinning nature of tools and technology
  • Effective service design technology
  • Tool selection and design decisions
  • ITSM tool suite generic technologies
  • Tool requirements
  • MosCoW analysis
  • Evaluation process and criteria
  • Planning the implementation of service management tools
  • Types of introduction
  • Implementation consideration
  • Requirements engineering
  • Management of data and information
  • Management of applications
  • Exam Review
  • Practice Exam
Each participant receives a copy of the following Kindle books as part of the course –

  • Service Design: Practical Applications of Design Concepts, Processes and Best Practices
  • Core Elements of Service Design
  • Service Design Practice Exam Questions – Set 1
  • Service Design Practice Exam Questions – Set 2
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Prerequisites

In order to be eligible for the ITIL Service Design Lifecycle certification, one needs to have cleared the ITIL Foundation certification (v3 or newer). Along with that, ideally, 2 or more years of related work experience is beneficial. It is recommended to read the text – ITIL Service Design 2011 Edition thoroughly to better understand the concepts being covered in this course.

Who Should Attend

This course is highly recommended for those interested or involved in the application of ITIL and service management best practices, such as:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • IT governance professionals
  • Financial management professionals
  • Business relationship managers
  • Service level managers
  • Design and development professionals
  • Change managers
  • Quality improvement professionals

Interested in this course? Let’s connect!

ITIL Certification Exam

After the completion of the ITIL Service Design Lifecycle program with Cognixia, the participant needs to appear for the ITIL Service Design Lifecycle examination conducted by ITIL in order to get certified by ITIL.

The ITIL Service Design certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions, there are 4 possible answers. Answer reward a different number of points based on level of accuracy according to the following scale:

  • Best answer – 5 points
  • 2nd best answer – 3 points
  • 3rd best answer – 1 point
  • Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% and above. The ITIL Service Design certification is an intermediate level certification that demonstrates in-depth understanding of the concepts described in the ITIL service design core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in ITIL certification scheme.

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