ITIL® Intermediate SD

$799.00

ITIL Intermediate SD certification training helps to gain expertise in IT Service Design covering policies & documentation, accredited by APMG & CSME.

ITIL® Intermediate SD

$799.00


SKU: b2e137ed8586 Category:

LEARNING UNITS

  1. Introduction to Service Design
    • Purpose, goals, objectives, scope and value of service design
    • The context of service design in the ITIL service lifecycle
    • Service design inputs & outputs and use of service design package
  2. Service Design Principles
    • Holistic service design, service composition and the four Ps
    • The five aspects of service
    • The importance of and approach to balanced design
    • Service requirements, business requirements and drivers
    • Design activities and their constraints
    • The five aspects of service design
      • Design aspects
      • Designing service solutions
      • Designing supporting systems, especially service portfolio
      • Designing technology architecture
      • Designing processes
      • Designing measurement systems and metric
    • Service oriented architecture principles
    • Service design models
  3. Service Design Processes
    • Purpose, goals, objectives, scope, value to business, policies, principles & basic concepts
    • Service design processes:
      • Design Coordination
      • Service Catalogue Management
      • Service Level Management
      • Availability Management
      • Capacity Management
      • IT Service Continuity Management
      • Information Security Management
      • Supplier Management
  4. Service Design technology related activities
    • SD activities and techniques within requirements engineering
    • SD activities and techniques within data and information management
    • SD activities and techniques associated with application management
  5. Organizing for Service Design
    • Functional roles analysis and use of the RACI matrix
    • Functions within service design
    • The roles and responsibilities within service design
  6. Technology considerations
    • Types of tools that would benefit service design
    • Requirements for service management tools
  7. Implementation and improvement of Service Design
    • Service design issues relating to business impact analysis, service level requirements and risks
    • The six stage implementation approach
    • Measurements of service design, a prerequisite for success
  8. Challenges, critical success factors and risks
    • Challenges and risks
    • Critical success factors and KPIs
  9. Summary & directed studies
    • Review of key concepts