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ITIL® 2007: Service Design - APMG Accredited

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Video Title Minutes
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00: ITIL® Service Design Online Training - Course Introduction 14
01: Introduction to the ITIL 27
02: Introduction to Service Design Part 1 24
03: Introduction to Service Design Part 2 12
04: Service Design Principles - Part 1 19
05: Service Design Principles - Part 2 24
06: Service Design Principles - Part 3 24
07: Service Design Principles - Part 4 25
08: Service Design Processes - Part 1 Service Catalogue 28
09: Service Design Processes - Part 2 Service Level Management 29
10: Service Design Processes - Part 3 Capacity Management 27
11: Service Design Processes - Part 4 Capacity Management 13
12: Service Design Processes - Part 5 Availability Management 25
13: Service Design Processes - Part 6 Availability Management 24
14: Service Design Processes - Part 7 Availability Management 26
15: Service Design Processes - Part 8 IT Service Continuity Management 22
16: Service Design Processes - Part 9 IT Service Continuity Management 29
17: Service Design Processes - Part 10 Information Security Management 27
18: Service Design Processes - Part 11 Information Security Management 17
19: Service Design Processes - Part 12 Supplier Management 21
20: Service Design Processes - Part 13 Supplier Management 21
21: Service Design Technology Activities and Considerations Part 1 28
22: Service Design Technology Activities and Considerations Part 2 26
23: Organizing for Service Design 14
24: Implementation and Improvement of Service Design 29
25: ITIL ST Exam Preparation - Part 1 19
26: ITIL SD Exam Preparation - Part 2 11
27: ITIL SD Exam Preparation - Part 3 13
Course Survey
Total: 10 hours 18 minutes

For more information, contact us or call 1-877-546-4446

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.

Prerequisites

Candidates wishing to be trained and examined for this qualification should understand the following:

  • 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.
  • 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.
  • 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.
  • 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.
  • Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

Objectives

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:

  • Introduction to Service Design
  • Service Design principles and processes
  • Service Design technology related activities
  • Organizing for Service Design
  • Consideration of technology
  • Implementation and improvement of Service Design

 

Related Training

For more information, contact us or call 1-877-546-4446

Prerequisites

Candidates wishing to be trained and examined for this qualification should understand the following:

  • 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.
  • 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.
  • 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.
  • 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.
  • Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

ITIL® 2007: Service Design - APMG Accredited Outline

Module 00: ITIL® Service Design Online Training - Course Introduction

  • Course learning objectives
  • Examination
  • Qualification structure

Module 01: Introduction to the ITIL

  • Background
  • The Service Lifecycle
  • Service Management as a Practice
  • Concepts of IT Service Management
  • Process characteristics
  • Service Management definition

Module 02: Introduction to Service Design Part 1

  • Purpose, goals and aspects
  • Scope
  • Value to business

Module 03: Introduction to Service Design Part 2

  • Service Design Packages (SDP)
  • Exercise 1 Create an SDP
  • Service Acceptance Criteria

Module 04: Service Design Principles - Part 1

  • Service Design principles
  • Service Design and business change
  • Service relationships
  • Four technology domains


Module 05: Service Design Principles - Part 2

  • Identify business requirements
  • Design activities
  • Design constraints
  • Aligning new services to needs

Module 06: Service Design Principles - Part 3

  • Service Portfolio
  • Designing technology architectures
  • Metrics and measurements

Module 07: Service Design Principles - Part 4

  • Designing measurements Service Oriented Architecture
  • Business Service Management
  • Design & development

Module 08: Service Design Processes - Part 1 Service Catalogue

  • Purpose, goals and objectives
  • Scope and value to business
  • Policies, principles and concepts
  • Two Service Catalogues
  • Process activities and methods
  • Process triggers and interfaces
  • Key performance indicators and Critical success factors

Module 09: Service Design Processes - Part 2 Service Level Management

  • Purpose, objectives and scope
  • Value to the business
  • Policies, principles & concepts
  • Process activities
  • Methods & techniques
  • Metrics & information management
  • Triggers, inputs & outputs
  • Exercise 2 - SLM process
  • Challenges, CSFs and risks

Module 10: Service Design Processes - Part 3 Capacity Management

  • Purpose and objectives
  • Scope and value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques

Module 11: Service Design Processes - Part 4 Capacity Management

  • Triggers, inputs, outputs and process interfaces
  • Information management and KPIs
  • Key performance indicators
  • Challenges, CSFs and risks

Module 12: Service Design Processes - Part 5 Availability Management

  • Purpose, goal and objectives
  • Scope and value to business
  • Process diagram

Module 13: Service Design Processes - Part 6 Availability Management

  • Policies, principles and basic concepts
  • Process activities, methods and techniques

Module 14: Service Design Processes - Part 7 Availability Management

  • Reactive and proactive activities
  • Triggers, inputs, outputs and process interfaces
  • Information management and KPIs
  • Challenges, CSFs and risks

Module 15: Service Design Processes - Part 8 IT Service Continuity Management

  • Purpose and objectives
  • Scope and value to business
  • Policies, principles and basic concepts

Module 16: Service Design Processes - Part 9 IT Service Continuity Management

  • Process activities, methods and techniques
  • Triggers, inputs, outputs and process interfaces
  • Challenges, CSFs and risks

Module 17: Service Design Processes - Part 10 Information Security Management

  • Purpose and objectives
  • Scope and value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques

Module 18: Service Design Processes - Part 11 Information Security Management

  • Triggers, inputs, outputs and process interfaces
  • Challenges, CSFs and risks
  • Exercise 3 - Implement ISM

Module 19: Service Design Processes - Part 12 Supplier Management

  • Purpose and objectives
  • Scope and value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques

Module 20: Service Design Processes - Part 13 Supplier Management

  • Triggers, inputs, outputs and process interfaces
  • Challenges, CSFs and risks
  • Information Management
  • Exercise 4 - KPIs

Module 21: Service Design Technology Activities and Considerations Part 1

  • Requirements engineering
  • Data and information management
  • ITSM Product Evaluation
  • Techniques and Problems

Module 22: Service Design Technology Activities and Considerations Part 2

  • Applications Management
  • Types of tools for Service Design
  • Requirements for tools

Module 23: Organizing for Service Design

  • Roles analysis and RACI
  • Roles and responsibilities in Service Design
  • Organisational context

Module 24: Implementation and Improvement of Service Design

  • Business impact analysis
  • Service level requirements and risks
  • Six stage implementation approach
  • Prerequisites for success
  • Risks affecting SD activities and processes
  • Exercise 5 - ITIL at Caller Mobile

Module 25: ITIL ST Exam Preparation - Part 1

  • About the exam
  • Exam documentation

Module 26: ITIL SD Exam Preparation - Part 2

  • Analysing scenario one
  • Studying sample question one
  • Mock exam paper
  • Taking your exam

Module 27: ITIL SD Exam Preparation - Part 3

  • Analysing scenario two
  • Studying sample question two
  • Mock exam paper
  • Taking your exam

For more information, contact us or call 1-877-546-4446

Course Materials

Want to be able to access these helpful materials? Contact Us!

  • Student Guide
  • Exercise Guide
  • V3 Sample Exam Papers
  • 2011 Sample Exam Paper 1
  • 2011 Sample Exam Paper 2
  • Service Design Training Plan
  • Course Syllabus
  • 2011 Course Syllabus
  • ITIL Exam Information
  • ITSMF Overview
  • ITIL 2011 Summary of Updates

Important Links

  • Course Survey
  • ITIL® Service Design Certificate
  • Recommended ITIL® Books
  • ITIL® Glossary of Terms

For more information, contact us or call 1-877-546-4446

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Certification

To be eligible for the ITIL Intermediate Qualification: Service Design examination, the candidate must have fulfilled the following requirements:

  • 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.
  • There is no minimum requirement but a basic IT literacy and 2-4 years IT experience are highly desirable.
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
  • 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.

 

For more information, contact us or call 1-877-546-4446

When you purchase a Deluxe or Premium course from GogoTraining, you can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript, or print a course completion certificate.


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There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.

The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well.  Our videos are hosted in the cloud by Akamai.  Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you.  By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.

  • Buffering: We provide you with three (3) speed choices that you can select when watching a video.  If the video is buffering then the first thing you want to click on a slower speed option found at the bottom of the video window. Try clicking on Medium and Low and see if that allows the video to play without buffering. If it does not, please read through the rest of this FAQ and follow the steps outlined below.
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