Course Description
GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.
This ITIL® online training course covers the lifecycle aspects of Service Design from a managerial/supervisory perspective, including Service Design principles, activities and technology considerations. This ITIL® training also gives an overview - not the detail - of the Service Design Processes. Additionally the course considers the interfaces between Service Design and the other stages of the ITIL Service Lifecycle. ITIL® Service Design builds on the general principles covered in the ITIL® Foundation course.
For information on how to take your ITIL examination, see the certification section.
In This Course You Will Learn:
Candidates can expect to gain competencies in the following areas of Service Design upon successful completion of the education and examination components related to this certification:
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Introduction to Service Design
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Service Design principles and processes
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Service Design technology related activities
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Organizing for Service Design
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Consideration of technology
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Implementation and improvement of Service Design
Prerequisites
Candidates wishing to be trained and examined for this qualification should understand the following:
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They must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.
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The examination authorities require at least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course.
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It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination.
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It is recommended that candidates work with the ITIL Service Design book during the course as references will be made to it during the course.
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Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.
Outline
Module 00: ITIL® Service Design Online Training - Course Introduction
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Course learning objectives
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Examination
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Qualification structure
Module 01: Introduction to the ITIL
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Background
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The Service Lifecycle
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Service Management as a Practice
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Concepts of IT Service Management
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Process characteristics
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Service Management definition
Module 02: Introduction to Service Design Part 1
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Purpose, goals and aspects
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Scope
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Value to business
Module 03: Introduction to Service Design Part 2
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Service Design Packages (SDP)
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Exercise 1 Create an SDP
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Service Acceptance Criteria
Module 04: Service Design Principles - Part 1
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Service Design principles
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Service Design and business change
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Service relationships
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Four technology domains
Module 05: Service Design Principles - Part 2
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Identify business requirements
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Design activities
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Design constraints
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Aligning new services to needs
Module 06: Service Design Principles - Part 3
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Service Portfolio
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Designing technology architectures
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Metrics and measurements
Module 07: Service Design Principles - Part 4
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Designing measurements Service Oriented Architecture
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Business Service Management
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Design & development
Module 08: Service Design Processes - Part 1 Service Catalogue
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Purpose, goals and objectives
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Scope and value to business
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Policies, principles and concepts
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Two Service Catalogues
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Process activities and methods
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Process triggers and interfaces
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Key performance indicators and Critical success factors
Module 09: Service Design Processes - Part 2 Service Level Management
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Purpose, objectives and scope
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Value to the business
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Policies, principles & concepts
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Process activities
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Methods & techniques
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Metrics & information management
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Triggers, inputs & outputs
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Exercise 2 - SLM process
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Challenges, CSFs and risks
Module 10: Service Design Processes - Part 3 Capacity Management
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Purpose and objectives
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Scope and value to business
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Policies, principles and basic concepts
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Process activities, methods and techniques
Module 11: Service Design Processes - Part 4 Capacity Management
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Triggers, inputs, outputs and process interfaces
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Information management and KPIs
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Key performance indicators
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Challenges, CSFs and risks
Module 12: Service Design Processes - Part 5 Availability Management
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Purpose, goal and objectives
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Scope and value to business
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Process diagram
Module 13: Service Design Processes - Part 6 Availability Management
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Policies, principles and basic concepts
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Process activities, methods and techniques
Module 14: Service Design Processes - Part 7 Availability Management
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Reactive and proactive activities
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Triggers, inputs, outputs and process interfaces
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Information management and KPIs
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Challenges, CSFs and risks
Module 15: Service Design Processes - Part 8 IT Service Continuity Management
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Purpose and objectives
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Scope and value to business
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Policies, principles and basic concepts
Module 16: Service Design Processes - Part 9 IT Service Continuity Management
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Process activities, methods and techniques
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Triggers, inputs, outputs and process interfaces
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Challenges, CSFs and risks
Module 17: Service Design Processes - Part 10 Information Security Management
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Purpose and objectives
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Scope and value to business
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Policies, principles and basic concepts
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Process activities, methods and techniques
Module 18: Service Design Processes - Part 11 Information Security Management
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Triggers, inputs, outputs and process interfaces
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Challenges, CSFs and risks
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Exercise 3 - Implement ISM
Module 19: Service Design Processes - Part 12 Supplier Management
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Purpose and objectives
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Scope and value to business
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Policies, principles and basic concepts
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Process activities, methods and techniques
Module 20: Service Design Processes - Part 13 Supplier Management
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Triggers, inputs, outputs and process interfaces
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Challenges, CSFs and risks
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Information Management
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Exercise 4 - KPIs
Module 21: Service Design Technology Activities and Considerations Part 1
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Requirements engineering
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Data and information management
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ITSM Product Evaluation
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Techniques and Problems
Module 22: Service Design Technology Activities and Considerations Part 2
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Applications Management
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Types of tools for Service Design
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Requirements for tools
Module 23: Organizing for Service Design
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Roles analysis and RACI
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Roles and responsibilities in Service Design
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Organisational context
Module 24: Implementation and Improvement of Service Design
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Business impact analysis
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Service level requirements and risks
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Six stage implementation approach
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Prerequisites for success
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Risks affecting SD activities and processes
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Exercise 5 - ITIL at Caller Mobile
Module 25: ITIL ST Exam Preparation - Part 1
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About the exam
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Exam documentation
Module 26: ITIL SD Exam Preparation - Part 2
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Analysing scenario one
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Studying sample question one
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Mock exam paper
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Taking your exam
Module 27: ITIL SD Exam Preparation - Part 3
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Analysing scenario two
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Studying sample question two
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Mock exam paper
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Taking your exam
Certification
To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled the following requirements:
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At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
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There is no minimum requirement but a basic IT literacy and 2-4 years IT experience are highly desirable.
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Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
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It is also recommended that 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 ITIL Service Design Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Service Design transcript page.
When you pass your exam you will receive 3 credits toward your ITIL Expert Certification. This ITIL course also qualifies for 10 PDU credits.
EXAM LOCATIONS
You may take your ITIL exam through APMG.
APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: examinations@apmg-us.com. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam.