ITIL® SERVICE DESIGN

 

COURSE DESCRIPTION
The course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

 

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years professional experience working in IT Service Management.

 

The Service Design qualification would suit candidates in the following IT professions or areas:

  • Capacity Manager
  • Availability Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager

 

COURSE BENEFITS
This module provides a complete management-level overview of service design, including all its related activities.

 

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

 

 

WHO SHOULD ATTEND
The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to:

  • 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

 

TRAINING AND EXAM

Candidates for this course must Hold an ITIL Foundation Certificate or ITIL (V2) Foundation + (V3) Foundation Bridge Certificate

There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

It is also strongly recommended that candidates

  • Demonstrate familiarity with IT terminology and understand the context of availability, capacity, security, supplier, service level management and other related process
  • Have some experience of working in a IT service management within a service provider environmen

 

CERTIFICATION
After completing this course, students will receive the Certificate of Completion from SmartPro

 

COURSE CONTENT

• Introduction to Service Design:

  • The purpose and objectives of service Design
  • The scope of service design and ways that service design adds value to the business
  • The context of service design in relation to all other lifecycle stages

• 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 solution

• Service Design Processes:

  • The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions

• 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

• Organizing 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 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

• Implementing and improving 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 service design challenges, risks and critical success factors.

 

EpI Oracle Corp HEAT PMI IT Service Management ICS 2 Microsoft Inc Cisco Corp

Địa chỉ: Lầu 6, toà nhà Thiên Sơn, 5-7-9 Nguyễn Gia Thiều, P.6, Quận 3, TP.HCM

Tel: (028) 39 333 376 - Fax: (028) 39 30 6767

Email: tuvan@smartpro.vn, sales@smartpro.vn

Chi nhánh: 8/12 Liễu Giai, Ba Đình, Hà Nội

Tel: (024) 37620196

Email: tuvan@smartpro.vn, sales@smartpro.vn

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