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.

Schedule Classes

Looking for more sessions of this class?

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

Curriculum

Course Introduction

  • 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

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.

Reach out to us for more information

Interested in this course? Let’s connect!

  • This field is for validation purposes and should be left unchanged.

Course features

Course Duration
Course Duration

16 hours of live, online, instructor-led training

24x7 Support
24x7 Support

Technical & query support round the clock

Lifetime LMS Access
Lifetime LMS Access

Access all the materials on LMS anytime, anywhere

Price Match Gurantee
Price match Gurantee

Guranteed best price aligning with quality of deliverables

FAQs

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

A minimum internet speed of 2 MBPS is recommended.

All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.

You will get lifetime access to LMS and all the learning material in it.