This 3-day course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Design and covers the management & control of the activities & techniques within the Service Design stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses).
Additionally the course looks at the concept of Service Design as a practice and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
Available dates
- 17- 19 Oct 2011
- 3 - 5 Jan 2012
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Who is this course suitable for?
The course is suitable for individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate.
What does this course cover?
- Obtain knowledge on ITIL® concepts and terminology.
- Explainthe 5 major elements of Service Design and how this can enhance the quality of IT service management within an organisation.
- Enable students to understand the concepts, processes, functions and activities involved in Service Design
- Explain the roles and justify the need of Service Design in the Service Lifecycle.
- Prepare delegates for the ITIL® Lifecycle examination in Service Design.
During the course, you will learn:
- The main principles and objectives of Service Design
- Challenges, Critical Success Factors and Risks
- Organizational issues concerned with Design
- The five aspects of Service Design – design of the Service Solution, Systems, Technology Architecture, Processes and management systems
- Technology considerations related to Service Design
- The activities commonly performed in the Service Design arena
- Assessing Critical Success Factors and Managing Risk in Service Design
The course also covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Design stage:
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- Information Security Management
- Supplier Management
- IT Service Continuity Management
Are there entry requirements?
Delegates are required to hold the ITIL Foundation v3 Certificate in IT Service Management or V2 to V3 bridge equivalent (ITIL v3 Bridging Foundation)
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
What's included?
Our package includes full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.
Additional info
Certification
Please note: the cost of the exam is not part of the course cost. The exam can be booked with us at an additional charge and taken as part of the course.
The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
This course is worth3 ITIL® Expert Credits
Delegates will receive a copy of the Key Element Guide: LSD during the course.
The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centred on the Service Design book.
How to book?
There are three ways to book your course, either online, via fax, or telephone:
- To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
- To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
- To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.
We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.
All bookings are subject to our terms and conditions.
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