Overview
This 3 day instructor led course is one of five lifecycle courses that fit into the intermediate stream for ITIL® Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL® Expert in IT Service Management Certificate.

The course provides the delegates with an in-depth understanding of the following: 

• Service Design Principles
• Service Catalogue Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management
• Tools and Technology
• Process implementation and on-going improvement

Key Learning Objectives
 
Attendance on this course will:

• Provide core knowledge of ITIL® concepts and terminology and enable delegates to understand the processes, functions and activities involved in the 5 major elements Service Design.
• Give a detailed management/business level understanding of the ITIL® Service Design phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
• Explain the roles and justify the need of Service Design in the Service Lifecycle.
• Prepare delegates for the ITIL® Lifecycle examination in Service Design (which takes place as part of the course).

Who will benefit?

• Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications
• Individuals 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

Content / Syllabus
 
The ‘core’ content of this course includes:

• The main principles and objectives of Service Design
• Challenges, Critical Success Factors and Risks
• Organisational issues concerned with Design
• The five aspects of Service Design – design of the Service Solution, Systems, Technology Architecture, Processes and management systems
• Technology considerations related to Service Design
• The activities commonly performed in the Service Design arena
• Assessing Critical Success Factors and Managing Risk in Service Design

The course also covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Design stage:

• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management

Examination & Qualification

The course is a part of the ITIL® v3 Intermediate qualification scheme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 65% or higher.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

See the course location and schedule page to book your place on this course.