The ITIL^® Service Design course enables you to gain a deep understanding of the ITIL^® Service Design phase to enhance the quality of IT service provision.

The course covers the management and control of the activities and techniques within Service Design, but not the detail of each of the supporting processes. ConnectSphere will offer these as on site courses or at a public venue in London.

Course Schedule

Learning Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Management and control of all Service Design activities
• Management and application of Service Design concepts, inputs, outputs and activities
• Knowledge of Service Design principles and management of Service Design processes
• Control and coordination of Service Design technology related activities
• Justification and control of the organisational and technological issues on Service Design
• Analysis, justification and selection of the implementation approaches challenges, critical success factors and risks

Target Audience

The course is aimed at but not not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities within the Service Lifecycle.

Prerequisite Entry Criteria

Candidates must hold the ITIL^® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

Exam and Professional Qualification

Students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination. The examination consists of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. Successful candidates will be awarded 3 credits towards the ITIL^® Expert qualification.

Course Content

• Introduction to Service Design
• Service Design principles, purpose and objectives
• Interaction of Service Design and other phases of the Lifecycle
• Managerial and supervisory aspects of the ITIL^® Service Design processes, methods and functions

• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

• Organizing for Service Design
• Technology considerations
• Implementation, measurement and improvement of Service Design
• Exercises and discussions to consolidate the learning experience and understand how to implement the practices
• Exam preparation, revision and mock examination
• Examination on the final day