ITIL® v3 Intermediate Qualification: Service Design

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

Key Service Design Principles
Five aspects of Service Design

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

Four Ps of Design

• People
• Products
• Processes
• Partners

Primary Activities of Service Design
Analyzing business requirements

• 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

Achieving balance between design and existing strategies

• 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

Service Design Processes
Service Catalog Management (SCM)

• 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

Service Level Management (SLM)

• 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
• Capacity Management: 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

Service Design and Technology
Technology-related activities

• 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

Organizing 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

Implementation Challenges and Risks

• 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
• Approximately 1 hour of home study each evening
• Course fee includes the ITIL Intermediate Qualification: Service Design Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day