ITIL® Service Design

Course Code: 7006

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

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.

Schedule classes

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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

Module 1: Course Introduction

Course Introduction

Module 2: Basic Concepts of Service Management

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

Module 3: Introduction to Service Design

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

Module 4: Principles of Service Design

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

Module 5: Design Coordination

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

Module 6: Service Catalogue Management

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

Module 7: Service Level Management

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

Module 8: Supplier Management

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

Module 9: Availability Management

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

Module 10: Capacity Management

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

Module 11: IT Service Continuity Management

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

Module 12: Information Security Management

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

Module 13: Service Design Organizational Considerations

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

Module 14: Automation, tools, technology and implementation considerations for service design

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

Module 15: Challenges, risks and critical success factors of service design

Challenges
Risks
Critical success factors

Exam Review

Exam Review

Practice Exam

Practice Exam

Supporting Material

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.

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

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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.