Overview The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Design and covers the management& control of the activities& techniques within the Service Design stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses).
Additionally the course looks at the concept of Service Design as a practice and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
Delegates are required to hold the ITIL® Foundation V3 (SMEV3) Certificate in IT Service Management or V2 to V3 bridge equivalent (ITIL® V3 Bridging Foundation (ILFBR)).
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
- The main principles and objectives of Service Design
- Challenges, Critical Success Factors and Risks
- Organizational 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
This course is worth3 ITIL® Expert Credits
Delegates will receive a copy of the Key Element Guide: LSD during the course.
The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centred on the Service Design book. The books are available from the GK bookshop (http://www.gkbookshop.co.uk).
ITIL® is a Registered Trademark of The Office of Government Commerce (OGC).
This course is delivered in partnership with Fox IT - The Authority in IT Service Management™