ITIL® Service Design (SD)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course teaches the students how to plan, implement and optimize service design processes consistent with ITIL^® best practices. By applying ITIL^® Service Design best practices IT departments ensure that new services meet commitments related to the service quality and availability, customer satisfaction and cost-effectiveness. The course prepares attendees for the ITIL^® Intermediate Qualification: Service Design Certificate, one of the modules that leads to the ITIL^® Expert Certificate in IT Service Management

PREREQUISITES

• Hold the ITIL^® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL^® and bridge qualifications)
• A basic IT literacy and around 2 years IT experience are highly desirable
• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
• Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL^® Service Design publication in preparation for the examination

AUDIENCE

• Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
• IT architects, IT planners, IT consultants, IT audit managers, IT security managers
• ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle
• Individuals who require a detailed understanding of the ITIL^® service design stage of the ITIL^® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• 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 who have attained the ITIL^® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL^®certifications
• Individuals seeking the ITIL^® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL^® Master Certificate in IT Service Management for which the ITIL^® Expert is a prerequisite

COURSE OBJECTIVES

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

• Introduction to service design
• Service design principles
• Service design processes
• Service design technology-related activities
• Organizing for service design
• Technology considerations
• Implementation and improvement of service design
• Challenges, critical success factors and risks

BENEFITS TO YOU

• Identify the ITIL^® Lifecycle and the fundamental processes involved in Service Design and how to integrate them into your business’ IT service model
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• Learn to move the reactive relationship between IT and users to a proactive relationship

NEXT STEPS

• Courses from the Lifecycle or Capability streams leading to the ITIL^® Expert qualification

COURSE OUTLINE

Introduction to Service Design

• The purpose, goals and objectives of service design
• The scope of service design
• The business value of service design activities
• The context of service design in the ITIL^® service lifecycle
• Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Service Design Principles

• Design service solutions related to a customer’s needs
• Design and utilize the service portfolio to enhance business value
• The measurement systems and metrics
• Service design models to accommodate different service solutions

Service Operation Processes

• The interaction of service design processes: Design Coordination, Service Catalogue Management, Service Level Management, Supplier Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management
• The flow of service design as it relates to the business and customer
• The design aspects and how they are incorporated into the service design process

Service design technology-related activities

• Requirements engineering in the design process and utilizing the types of requirements as identified for any system: functional, management/operations and usability
• The design of technical architectures for data and information management, and application management

Organizing Service Design

• How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
• The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

Technology Considerations

• Service design related service management tools, where and how they would be used
• The benefits and types of tools that support service design

Implementation and improvement of service design

• The six-stage implementation / improvement cycle and how the activities in each stage of the cycle are applied
• How business impact analysis, service level requirements and risk assessment can affect service design solutions

Challenges, critical success factors and risks

• Be able to provide insight and guidance for design challenges, risks and critical success factors

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

For whom it is intended:

• IT Manager
• Network administrator
• Presale/consultant
• Security specialist
• Solution architect
• System administrator
• System architect
• System engineer