Course: ITIL Expert - Service Design

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 and control of the activities and 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.

Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.

This course fee includes the exam.

Objectives

The purpose of the Service Design course is to obtain knowledge on ITIL concepts and terminology. The courses looks at the activities required to Design services. It explains the 5 major elements of Service Design and how this can enhance the quality of IT service management within an organisation. The course also aims to enable students to understand the concepts, processes, functions and activities involved in Service Design

The course aims to explain the roles and justify the need of Service Design in the Service Lifecycle.

The course prepares delegates for the ITIL Lifecycle examination in Service Design.

Topics covered include:

• 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