ITIL ® Intermediate Lifecycle :

Service Design

This course provides practical guidance how to organize and manage development of (IT)services or (IT) service solutions. Focus of the Design stage of service will be at one hand how to create value to the customer and at the other hand how to effectively manage this service by the supplier of this service. Within design added value will be created by choosing right and proper IT architecture, infrastructure and process/organizational support. Besides key performance indicators will be defined, embedded and analysed in order to monitor and improve the service achievement.

The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

DURATION AND STUDY LOAD
This 3-day training course will be delivered in 2 consecutive days and 1 additional day with time in between to prepare additional assignments. In addition to the training course an average of 20 hours study should be spend in order to be fully prepared for the exam.

GOAL
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

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 organisational and technological issues on Service Design;
Analysis, justification and selection of the implementation approaches, challenges, critical;
Success factors and risks.

In addition the training for this certification this course includes examination preparation, including a mock examination opportunity.

TRAINING METHOD
The course includes a mix of instructor-led training and hands-on exercises to help participants understand the ITIL concepts, organizational structures, roles, functions and process activities related to these processes. This course also prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Design.

TARGET GROUP AND ENTRY CRITERIA
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 ITILcore 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 is one of the prerequisite modules;
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

CONTENT
Next subjects will be covered during this course:

Introduction Service Design;
Principles of Service Design;
The Service Design processes:

Service Catalogue Management;
Service Level Management;
Capacity Management;
Availability Management;
IT Service Continuity Management;
Information Security Management
Supplies Management;

Technology to support Service Design;
Organization of Service Design (Roles, responsilities and RACI-model);
Implementation and assuring quality through Service Design;
Examenpreparation.

QUALITY
The training is provided by professional and experienced trainers. Our organisation, trainers and materials are accredited by CEDEO, VOI, IITT, APMG en EXIN and is audited on a regular basis.

MATERIAL
Course material will consist of;

Handouts of presentation;
Assignments;
Course outline;
Mock exams;
OGC book ‘ITIL: Service Design’.

Click here for detailed information about course dates and prices
or to register directly.