The ITIL® Intermediate Qualification: Service Design Certificate is part of the ITIL Intermediate Lifecycle stream, and is one of the modules that lead to the ITIL Expert in IT Service Management Certificate.
This 3-day will teach students how to plan, implement and optimize the Service Design processes. ITIL Service Design best practices enables IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. Students will gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.
At the end of this 3 day course, the student will gain competencies in:
Management and control of all Service Design activities
Management and application of Service Design concepts, inputs, outputs and activities
Knowledge of Service Design principles and management of Service Design processes
Control and coordination of Service Design technology related activities
Justification and control of the organizational and technological issues on Service Design
Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Developing and presenting a high-level security policy
Producing a draft Service Level Agreement (SLA)
Completing Business Impact Analysis and Risk Management
Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
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MODULE 5: Achieving balance between design & existing strategies
Ensuring inclusion of governance & security controls
Completing IT readiness assessment
Aligning supplier & supporting agreements
Assembling the Service Design Package (SDP)
Producing, maintaining & revising all services, design processes & documents
Liaison with other design & planning activities
Aligning with corporate & IT strategies
MODULE 6: Service Design Processes
Service Catalog Management (SCM)
Managing the Service Catalog
Providing a central source of information on IT services delivered to the business by the service provider
Ensuring the business can view an accurate & consistent picture of IT services available, including details & status
MODULE 7: Service Level Management (SLM)
Negotiating, agreeing & documenting appropriate IT service targets with the business
Monitoring & producing reports on delivery against agreed level of service
MODULE 8: Capacity Management
Matching capacity of IT to agreed business demands
Capacity Management: right resource, right time, right cost
MODULE 9: Availability Management
Ensuring that availability targets are measured & achieved in a cost-effective manner
Building availability into the design
MODULE 10: IT Service Continuity Management
Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
Developing service continuity and recovery plans
Aligning plans with business needs over time
MODULE 11: Service Design and Technology
Requirements Engineering: requirement types, activities and techniques
Data and Information Management activities
Techniques within Application Management
Investigating Service Design requirements
Technology considerations for Service Design
MODULE 12: Organizing Service Design
Roles appropriate within Service Design and Service Design-focused processes
Defining Service Design responsibilities
Aligning information security with business security
Managing suppliers to ensure quality and value for money
MODULE 13: Implementation Challenges and Risks
Outlining the challenges and risks facing Service Design
Establishing critical success factors and key performance indicators (KPIs)
Developing risk-benefit analyses for adoption of Service Design
To be eligible for the ITIL® Intermediate Qualification: Service Design examination, candidates shall fulfill the following requirements:
At least 21 contact hours of instruction
Basic IT literacy or around 2 years of IT experiences is desirable
Hold the ITIL® Foundation Certificate in IT Service Management
Passing score is 70%. Eight (8) multiple choice, scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is 3 marks, one of which is 1 mark, and one of which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language
ITIL® is a registered trade mark of AXELOS Limited.
Individuals who require a detailed 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 organization.
IT Service Managers IT Directors Process Owners Service Desks All IT Staff Individuals seeking ITITL® Expert Qualification. This course is valuable for those who want to achieve the ITIL®Intermediate Service Design Certification.
ITIL® is a registered trade mark of AXELOS Limited.
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