ITIL® Service Lifecycle Service Design

Change and improve new or existed Service Design

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The design and delivery of technology is crucial to success of every business. ITIL® Service Lifecycle - Service Design course focuses on designing new IT services as well as changing or improving the existing ones. ITIL® Service Lifecycle- Service Design is one of the certifications in ITIL® Service Lifecycle. This course includes processes, principles and policies that are needed for designing a quality service.

Pentagon Training’s ITIL® Service Lifecycle - Service Design provides in depth knowledge regarding creating and launching product and services for meeting the requirements of the organisation.

Who should take this course

The professionals who have attained ITIL® Foundation certificate and wanted to switch to the higher level ITIL® Certifications
Those who want to have a practical understanding of the service design process
Individuals who want to improve the quality of IT Service within an organisation

Prerequisites

The professionals who want to attend ITIL® Service Lifecycle - Service Design course must hold ITIL® Foundation Certificate.

Learn about the technology and implementation requirements needed for service design
Identify various functions and activities involved in each process of service design phase of ITIL® Service Lifecycle
Determine the CSFs, KPIs, risks and challenges associated with the service design
Learn the roles and responsibilities of team members or leaders involved in the designing IT service
Identify the metrics to measure performance in service design

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

The intent of the ITIL® Service Lifecycle - Service Design course is to enable the holders of ITIL® Foundation certificate to have a comprehensive understanding of the processes that are described in the Service Design phase of the ITIL® Service Lifecycle. Our certified trainer will help the delegates to understand how service design is related to the other phases of the service lifecycle.

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates in getting a deep understanding of various concepts of the subject.

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.

Course Content

Introduction to Service Design

Overview of Service Design
Key concepts and terminologies
Scope and objectives of Service Design
Service Design Processes
Service Design value
Fundamentals of Service Design
Inputs and Outputs of Service Design

Different Principles of Service Design

Overview of Principles
Service Composition and four Ps of Service Design
Major aspects of Service Design
Benefits of taking balanced approach to Service Design
Service and Business requirements
Design Activities and its Constraints
Principles of Server-Oriented Architecture
Service Design Models

Introduction to Design Coordination Process

Define coordination process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Roles and Responsibilities

Introduction to Service Catalogue Management Process

Define Service Catalogue Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Service Level Management Processes

Define Service Level Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Supplier Management Process

Define Supplier Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Availability Management Processes

Define Availability Management process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Capability Management Process

Define Capacity Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to IT Service Continuity Management Process

Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Process of Information Security Management

Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Organising Service Design

Functional Role Analysis
RACI Matrix in designing process
Functions within Service Design stage
Business Impact Analysis

Technology and implementation Analysis

Process Implementation Practices
Generic requirements for Technology
Applying evaluation criteria for technology and processes
Plan and implement Service Design Management Technologies

About Warrington

Warrington, located 20 miles east of Liverpool and on the banks of the River Mersey, has an estimated population of 207,700, more than double that of 1968 when it became a New Town. Warrington is the largest town in the county of Cheshire.

Warrington was founded by the Romans on the River Mersey. Later the Saxons established a new settlement at the same place. During the Middle Age, it developed as a market town. Since then the textile and tool industry flourished in Warrington.

In history of Lancashire, the growth and development of Warrington matched with the Industrial Revolution, mainly after the Mersey was made navigable in the 18th century. The West Coast Main Line begins from north to south through the town. The Ship Canal of Manchester divides through the south of the borough. The motorways such as M6, M62 and M56 creates a partial box around the town.

The latest Borough of Warrington was made in 1974 by the merging of the former County Borough of Warrington, the Warrington Rural District, the Lymm Urban District, part of the Runcorn Rural District, part of the Golborne Urban District, , and part of the Whiston Rural District.

Sports

Rugby league is the town's important sport in the form of Warrington Wolves. The club moved in 2003 to the Halliwell Jones Stadium, Wilderspool Stadium. Warrington RLFC is the only team to have played every season in the top flight of rugby league. They recently put themselves back on the map as one of the leading rugby clubs in the country by taking home the Challenge Cup for two years running in 2009 and 2010 and a further triumph in 2012. This was won by them for the first time since 1973. They also reached the Cup Final in 2016, where they lost to Hull FC. 2011 also saw the Wolves gain the Super League Leaders Shield for the first time (which they won again in 2016), and 2012 saw them appearing in the Super League Grand Final for the first time versus Leeds Rhinos with the chance to become only the third team to win the Challenge Cup/Grand Final double – however, they lost. They also reached the Grand Final again in 2013 and 2016, losing to Wigan Warriors both times.