ITIL Lifecycle Service Design (SD)

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Course Description

This three-day hands-on program leads to a Certificate in ITIL Service Lifecycle Management – Service Design. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Design domain of the ITIL® Service Lifecycle. Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Design areas:

  • Introduction to Service Design
  • Service Design Principles
  • Service Design Processes
  • Service Design technology related activities
  • Organization and technology for Service Design
  • Understanding Implementation approaches, Challenges, Critical success factors & risks

Who Should Attend?

The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of best practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.
Typical Job roles include:

  • Service Design Managers
  • Enterprise Architects
  • Business Analysts
  • Project Managers
  • Solution Developers
  • Service Level Managers
  • Service Catalog Manager
  • Service Planners

Course Outline

  • Introduction to Service Design
  • Service Design Principles
    • Scope
    • Value to the Business
    • Service Design Model
    • Key Aspects of Service Design
    • Implementation Planning
    • Roles and Activity Analysis
    • Risks, CSFs, and Challenges
  • Service Design Processes
    • Design Coordination
    • Service Catalog Management
    • Service Level Management
    • Capacity Management
    • Availability Management
    • Security Management
    • IT Service Continuity Management
    • Supplier Management
  • Service Design Technology related activities
    • Enterprise Architecture
    • Design and Management Tools
    • Requirements Engineering
  • Organization and Roles for Service Design
  • Implementation Approaches

Prerequisites

ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

Exam

An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.

Reference Material

Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned

3 ITIL Expert Credits
22 PDU Credits

Related Courses

ITIL Certification – Service Lifecycle – Strategy
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)

Course Director

Patrick von Schlag
Mr. von Schlag has more than 25 years of real-world experience managing IT and business organizations. He has served as a consultant, facilitator, and instructor in support of more than 200 ITSM program deployments, with a focus on practical benefits. He holds all 11 ITIL 2011 certifications and runs an accredited learning consultancy focused on Making ITIL Work ™ in real organizations. His customer list includes The Walt Disney Company, Microsoft, Nike, Sears, US Marine Corps, US Army, US Air Force, 2nd and 5th Fleet US Navy, DISA, IRS, Federal Reserve, The Hartford, Citigroup, Amgen, Los Angeles County, Port of Long Beach, GDIT, Accenture, Serco, Deloitte, and hundreds of other market-leading companies.

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