At the end of the training, participants are expected to:

• Service management as a practice and service design principles, purpose, and objective
• How all service design processes interact with other service lifecycle processes
• The sub-processes, activities, methods, and functions used in each of the service design processes
• Roles and responsibilities within service design and the activities and functions to achieve operational excellence
• How to measure service design performance
• Technology and implementation requirements in support of service design
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with service design

Module 1: ITIL Service Design Introduction and Overview

• Purpose and goals
• Scope of service design
• Doing it right the first time
• Designing new and changed service

Module 2: Key ITIL Service Design Principles

Five aspects of service design

• Designing service solutions
• Designing supporting systems and the service portfolio
• Technology architectures, processes and design aspects
• Measurement, methods and metrics
• Service-oriented architecture principles

Holistic service design

• Design activities and their constraints
• The importance of balanced design
• Service requirements, business requirements and drivers

Four Ps of Design

• People
• Products
• Processes
• Partners

Module 3: Service Design Processes

Service catalog management

• 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

Service level management

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

Capacity management

• Matching capacity of IT to agreed business demands
• Right resource, right time, right cost

Availability management

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

IT service continuity management

• 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

Module 4: Primary Activities of Service Design

Technology-related activities

• Requirements engineering: requirement types, activities and techniques
• Data and information management activities
• Techniques within application management
• Investigating service design requirements

Achieving balance between design and existing strategies

• Ensuring inclusion of governance and security controls
• Assembling the service design package
• Producing, maintaining and revising all services, design processes and documents
• Liaising with other design and planning activities
• Aligning with corporate and IT strategies

Module 5: Organizing Service Design

• Roles appropriate within service design
• Functional role analysis and the use of the RACI matrix
• Defining service design responsibilities
• Aligning information security with business security
• Managing suppliers to ensure quality and value

Module 6: Service Design and Technology

• Technology considerations for service design
• The tools that benefit service design
• Requirements for service design

Module 7: Implementation Challenges and Risks

• The six-stage implementation approach
• Measurements of service design
• Outlining the challenges and risks facing service design
• Establishing critical success factors and Key Performance Indicators (KPIs)
• Developing risk-benefit analyses

Exam Preparation/Mock Exam

Prerequisites for international certificate

• To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 21 hours of personal study
• The ITIL Foundation Certificate

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Class training methods  
Values

• CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
• RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
• COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
• TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
• PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
• IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
• IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

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