ITIL® Service Lifecycle – 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.Service Design brings the output of Service Strategy to life by designing new or changed services that satisfy business objectives and are secure, resilient and reliable.
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.
Who should attend?
The course is suitable for individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.
- 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.
- The ITIL® Version 3 Foundation Certification in IT Service Management – obtained through ITIL® V3 Foundation or Foundation Bridge Course.
- Candidates are required to hold the ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.
Upon successful completion learners will understand:
- 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 organizational and technological issues on Service Design
- Analysis, justification and selection of the implementation approaches, challenges, critical
- success factors and risks
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
- 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 strategizing activities within the Service Lifecycle
- Individuals requiring a deeper understanding of the ITIL® Service Strategy stage of the Lifecycle and how activities in it may be implemented to enhance the quality of IT Service Management within an organization
- IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
- Individuals seeking the ITIL Expert™ 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
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 examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.