ITIL®® Service Lifecycle: Service Design
 
 

ITIL®® Service Lifecycle: Service Design

Course Code: LSD-G1

Duration: 3 days

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ITIL® Service Lifecycle: Service Design Course Overview

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Design. The course 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. Lower level details of the processes from Service Design are mostly covered in the Service Offerings and Agreements and Planning, Protection and Optimisation capability courses. Additionally the course looks at the concept of Service Design principles and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle

Skills Gained

• Provides a complete management-level overview of service design, including all its related activities.

• Be prepared for the ITIL Service design examination

Who will the Course Benefit?

This course is primarily for IT Managers and Practitioners involved in the strategy, design, and implementation and on- goingsupport and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

Requirements

• 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.

• Delegates are required to hold the ITIL Foundation V3 Certificate in IT Service Management or V2 to V3 bridge equivalent (ITIL V3 Foundation Bridge).


NOTE: Course technical content is subject to change without notice.



Course Contents

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 design processes

The interaction of service design processes:

The flow of service design as it relates to the business and customer

The five 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 three 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

Organising for 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 organizationwould 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 sucess factors and risks

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


 

ITIL®® Service Lifecycle: Service Design

Duration: 3 days

RRP: £1,245.00 exc. VAT 


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Next 12 months

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