ITIL v3 Service Design (SD)

Based on the 2011 Edition

Class Overview

Upon successful comletion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

Introduction to Service Design
Service Design Principles
Service Design Processes
Service Design Technology-Related Activities
Organizing for Service Design
Technology Considerations
Implementation and Improvement of Service Design
Challenges, Critical Success Factors and Risks

In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.

This course syllabus may also be of interest to:

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 organisation.
IT professionals working within or about to enter, a Service Design environment and requiring an understanding of the concepts, processes, functions and activities involved.
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules.
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

Must hold the ITIL v3 foundations certificate in IT Service Management or ITIL v2 foundations plus the Bridge Certificate and must be presented prior to class
There are no minimum requirements but a basic IT literacy and 2+ years IT experience are highly desirable
It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination
Approximately 2 hour of home study each evening

Course Length

Three days- includes lecture, exam preparation, and exam

Exam

90 minute timed test
Closed book
Passing score: 28/40 or 70%

Class Size

Maximum of 18 students

Objectives

Introduction to Service Design

This unit introduces the candidate to the concepts and terminology in the field of
Service Design.

The context of Service Design in the ITIL service Lifecycle
Purpose, goals and objectives of Service Design
Scope of Service Design
Business value
Service Design inputs and outputs and the contents and use of the Service Design Package
The contents and use of Service Acceptance Criteria

Service Design Principles

Holistic Service Design, service composition and the four Ps
The five aspects of service
The importance and approach to balanced design
Service requirements, business requirements and drivers
Design activities and constraints
The five aspects of Service Design
- Design aspects
- Designing service solutions
- Designing supporting systems, especially the Service Portfolio
- Designing technology architectures
- Designing processes
- Designing measurement systems and metrics
Service-oriented architecture principles
Service Design models

Service Design Processes

Design coordination
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Service Catalog Management
Supplier Management

Service Design Technology-Related Activities

The Service Design activities and techniques within Requirements Engineering
The Service Design activities and techniques within Data and Information Management
The Service Design activities and techniques associated with Application Management

Organizing for Service Design

Functional roles analysis and the use of the RACI matrix
The functions within Service Design
The roles and responsibilities within Service Design

Technology Considerations

The types of tools that would benefit Service Design
Requirements for Service Management tools

Implementation and improvement of Service Design

the Service Design issues relating to:
- Business Impact Analysis
- Service Level Requirements
- Risks
the six-stage implementation approach
measurements of Service Design, a prerequisite for success

Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must
have fulfilled the following requirements:

At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
There is no minimum requirement but a basic IT literacy and 2+ years IT experience are highly desirable
Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination

Related downloads

ITIL v3 Service Design Syllabus v5.2

ITIL v3 Service Design Sample Exam #1

ITIL v3 Service Design Sample Exam #2

ITIL v3 Service Design Detailed Course Overview

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