ITIL® Service Lifecycle - Service Design

Learners will be able to increase their awareness and skill in the following areas:

Introduction to Service Design:

• Understand the strategy of differentiating value-creation and articulate all the benefits to the business that result from efficient Service Design
• Service Acceptance Criteria and how to use them to create value
• The contents and use of Service Design Packages
• The underpinning processes, functions and assets that link business value to IT services
• The fundamental aspects of Service Design

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

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

Consideration of Technology:

• 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 creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to improve designed services
• The six-stage implementation/impro-vement 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

The exam is to be completed at a mutually convenient date (please see the below details for further information).

Online Exam:

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

The benefits of Online Exams are:

• Rather than having to be out of the office for a paper exam, once you have received your exam voucher you can arrange directly with the accrediting body for a time that suits you
• It allows you to complete all revision activities at your own pace to help you prepare for your exam to maximise your passing potential
• It allows you to revise further before taking the exam
• Exam results are issued much quicker than the paper based format

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