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The Service Design Lifecycle course will be of interest to:
• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3
Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL
certifications.
• Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle
and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service
management within an organization.
• IT professionals working in or new to a Service Design environment; that require and understanding
of the concepts, processes, functions and activities involved.
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is
one of the prerequisite modules.
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL
Expert is a prerequisite.
• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team
leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers,
service test managers and ITSM trainers involved in the management, coordination and integration
of design activities within the Service Lifecycle.
Upon completion of this course, you should be able to:
• Understanding Service Management as a Practice and Service Design principles, purpose and
objective
• Understanding how all Service Design processes interact with other Service Lifecycle processes
• The sub-processes, activities, methods and functions used in each of the Service Design processes
• The roles and responsibilities within Service Design and the activities and functions to achieve
operational excellence
• How to measure Service Design performance
• Understanding technology and implementation requirements in support of Service Design
• The challenges, critical success factors and risks related with Service Design
• Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly
desirable
• Certification: ITIL Intermediate - Lifecycle
• Number of questions: 8 (Eight)
• Length of test: 90 minutes
• Passing score: 70%
• Languages: English
• Requirement: Completion of the Service Design Lifecycle course from an
Accredited Training Provider is required to sit for the exam.
• Module 1: Introduction
• Student and Instructor Introductions
• Unique Nature of the Course
• Course Learning Objectives
• Course Agenda
• Concept of Service, its value proposition, and its composition
• Module 2: Service Design
• Purpose and Goals
• Scope of Service Design
• Concept of Service Management as a Practice
• Service, Its Value Proposition, and Its Value Composition
• Module 3: Service Design Principles
• Goals and Objectives
• Service Design Principles and Service Compositions
• Importance of and Approach to Balanced Design
• Service Requirements and Business Requirements and Drivers
• Module 4: Service Design Processes
• Goal
• Activities and Techniques of Service Design Processes
• Principles and Five Aspects of Service Design
• Module 5: Service Design Technology-Related Activities
• Goal
• Requirement Types and Managing Activities and Techniques Within Requirements Engineering
• Activities and Techniques Within Data and Information Management
• Module 6: Organizing for Service Design
• Goal
• Functional Roles Analysis and RACI
• Roles and Responsibilities Within Service Design
• Module 7: Consideration of Technology
• Goal
• Types of Tools Benefiting Service Design
• Requirements for Service Management Tools
• Module 8: Implementation and Improvement of Service Design
• Goal
• Service Design Issues Related to BIAs, SLRs, and Risks
• The Six-Stage Implementation Approach
