• Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
• Define the goal, objectives and scope of Service Design
• Outline key activities for Service Design processes in the context of the Service Lifecycle
• Enhance the quality of IT service provision within an organization
• Measure Service Design processes using critical success factors and key performance indicators

ITIL Service Design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate.

Workshops provide you with knowledge of the Service Design processes and include:

• Establishing and justifying the constraints for different IT services
• Developing and presenting a high-level security policy
• Preparing and justifying a continuity approach for a set of services
• Creating a financial justification for the purchase and deployment of Service Design tools
• Producing a draft Service Level Agreement (SLA)
• Completing Business Impact Analysis and Risk Management

• Purpose and goals
• Scope of Service Design
• Doing it right the first time
• Designing new and changed service
• How Service Design creates business value

• New or changes service solutions
• Service management systems and tools
• Technology architectures and management systems
• Processes, roles and capabilities
• Measurement, methods and metrics

• People
• Products
• Processes
• Partners

• Collection, analyzing and engineering requirements
• Evaluating Service Design models
• Identifying solution alternatives reusing existing components
• Designing the appropriate solution
• Developing service acceptance criteria
• Evaluating total costs and agree expenditures

• Ensuring inclusion of governance and security controls
• Completing IT readiness assessment
• Aligning supplier and supporting agreements
• Assembling the Service Design Package (SDP)
• Producing, maintaining and revising all services, design processes and documents
• Liaison with other design and planning activities
• Aligning with corporate and IT strategies

• Managing the Service Catalog
• Providing a central source of information on IT services delivered to the business by the service provider
• Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

• Negotiating, agreeing and documenting appropriate IT service targets with the business
• Monitoring and producing reports on delivery against agreed level of service

• Matching capacity of IT to agreed business demands
• Capacity Management: right resource, right time, right cost

• Ensuring that availability targets are measured and achieved in a cost-effective manner
• Building availability into the design

• Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
• Developing service continuity and recovery plans
• Aligning plans with business needs over time

• Requirements Engineering: requirement types, activities and techniques
• Data and Information Management activities
• Techniques within Application Management
• Investigating Service Design requirements
• Technology considerations for Service Design

• Roles appropriate within Service Design and Service Design-focused processes
• Defining Service Design responsibilities
• Aligning information security with business security
• Managing suppliers to ensure quality and value for money

• Outlining the challenges and risks facing Service Design
• Establishing critical success factors and key performance indicators (KPIs)
• Developing risk-benefit analyses for adoption of Service Design

• Pre-course reading required
• Start now with this eLearning course - flexibile, accredited certified online ITIL eLearning.