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ITIL Intermediate – Service Design (SD)

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ITIL Intermediate – Service Design (SD)

About This Course

The ITIL Intermediate (SD) Service Design certification program is a key requisite in ITIL Service Lifecycle module designed to train professionals in documentation, policies, processes and architecture of IT service management. The course helps you learn implement, organize and improve the service design in an IT environment as well as helps you prepare for ITIL Master’s and Expert levels. Most importantly, it helps you prepare for the ITIL Intermediate Service Design exam.

The ITIL Intermediate Service Design certification training demonstrates a professional’s skills in best practices pertaining to designing of IT processes, services and other critical aspects of IT service management. Tech-Act’s ITIL Intermediate SD training can be pursued both in classroom as well as online.

Who Should Attend This Course
  • Chief Technology Officers (CTOs)
  • Chief Information Officers (CIOs)
  • Service Designers
  • IT Planners
  • IT Architects
  • IT Security Managers
  • IT Audit Managers
  • IT Consultants

It is also apt for:

  • IT Service Management (ITSM) trainers
  • IT professionals involved in service design environment
  • ITIL Foundation certified personnel
  • Individuals seeking for an in-depth understanding of ITIL Service Design
  • It is one of the key prerequisites for ITIL Master’s and Expert Levels
Why This Course

ITIL is a world leader in in IT service management set upon industry best practices in IT service management.

ITIL certifications set global benchmarks for quality. ITIL certified professionals are well-trained to plan new approaches and ideas for improving customer satisfaction. They can contribute efficiently to service delivery in an organization. The value ITIL certification has become an entry-level requisite for a large number of IT roles.

ITIL certified professionals are in huge demand. They can take up critical job roles like Availability Manager, Capacity Manager, Service Portfolio Manager, Business Continuity Manager and Service Level Manager.

Course Objectives
  • Understanding the core processes and principles in service design
  • Identifying technology-oriented activities and considerations in service design
  • Organizing, improving implementing service design
  • Identifying risk factors and challenges in service design
Course Prerequisites
  • Individuals seeking the ITIL Expert Certificate.
  • ITIL Foundation Certificate or equivalent.
  • Individuals seeking the ITIL Master’s Certificate.

Course Benefits

After successful completion of this course, you can:

  • Understand the principles and processes in service design
  • Identify technology-oriented considerations and activities in service design
  • Identify to organize, improve and implement service design
  • Identify challenges and risk factors in service design

Curriculum

Introduction to ITIL Intermediate

This sections explains how the ideas for new services born in Service Strategy turns into a defined blueprint for the development of the services. It covers the operational aspects to designing an IT service, such as Service Level Management, managing suppliers, and planning for service availability and resilience.

ITIL Foundation Refresher

This section covers the key aspects of ITIL foundation by describing the 5 core volume service lifecycles: service strategy, service design, service transition, service operation, and continual service improvement. It defines what ITIL means by a Service and Service Management. It also define value, Utility and Warranty .

Objectives

This section explains minimal improvement requirements including offering an embed continual improvement in all aspects of design. It emphasis the importance of identifying business trends that may offer up design improvements. It also discusses the scope of a service design and cover ways to provide business value.

Functions and Organization

This section explain how the organizational structure is dependent of the business size. It explains the different functions recommended for organizations such as technical management, service desk, applications management and IT operations.

Inputs and Outputs

This section explains the inputs and out puts of service design. It covers several inputs and outputs used through the lifecycles. The Service Design Package is mainly delivered from the service design stage.

Service Design Principles

This section looks at Service Design Principles. It describes and emphasizes the need for every part of the server solution fall under service design. It reviews the 5 aspects of service design. It dives into each of the 5 aspects to help to understand the comprehensive nature of design.

SD Processes - Design Coordination

This section introduces Design Coordination. The purpose is to ensure that the goals and objectives of service design are met by providing and maintaining a single point of coordination and control for all activities and processes within the Service Design phase.

SD Processes - Service Catalog Mgmt

This section discusses the basics of service catalog management. It helps to understand the importance of the catalogue management as a way to market the services available within the organization. It describes the different roles and responsibilities of managing the service catalogue.

SD Processes - Service Catalog Mgmt

This section discusses the basics of service catalog management. It helps to understand the importance of the catalogue management as a way to market the services available within the organization. It describes the different roles and responsibilities of managing the service catalogue.

SD Processes - Service Level Mgmt

This section discusses service level management. It describes the goal of service level management. It explains the process that begins with an Service Level Requirements and include Service Level Targets. It also emphasizes the timeline using OLAs, UCs and SLAs.

SD Processes - Supplier Management

This section dives into Supplier Management. It describes the activities, considerations and different types of suppliers organization to negotiate with for the required service. It explains the CSFs and KPIs as the challenges and risks to the organization in supplier management.

SD Processes - Availability Management

This section introduces Availability Management. It explains the guiding principles such as holistically understanding the needs of the customer or organization and aspects of availability. It also talks about serviceability terminology such as mean time between failure (MTBF), mean time to restore service (MTRS) and single points of failure (SPOFs).

SD Processes - Capacity Management

This section introduces capacity management. It explains the value of capacity management to the business. It covers the three sub-process of business capacity management, service capacity management, and component capacity management. It also examine inter-process relationships, roles and responsibilities.

SD Processes - IT Service Continuity Mgmt

It explains business continuity management (BCM) process by managing risks that could seriously affect IT services so that the service provider is always able to provide minimum agreed continuity related service levels. It also suggest reciprocal agreements and varying levels of backup sites such as cold, warm and hot standbys.

SD Processes - Information Security Mgmt

This section introduces security management. It explains how it is meant to align IT security with business security and ensure that the confidentiality, integrity and availability of the organization’s assets, information, data and IT services matches the agreed needs of the business.

Service Design Activities

This section introduces design activities.It defines three functional requirement types, management and operational requirements. It shares various investigation techniques such as workshop, observation, protocol analysis, shadowing, scenario and prototype based ways to improve design and also explain data management techniques.

Organizing for SD and Tech Considerations

This section explains that for Service Design to be successful, it is essential to define the roles and responsibilities within the organization of the various activities. It covers RACI model which will be beneficial in enabling decision making.

Implementation and CSF's of Service Design

This section talks about implementing service design. It explains several influential factors such as how business and process maturity affect the implementation process. It also covers methods such as Six Sigma or lean techniques.

Exam Review Introduction

This section reviews different techniques and details when sitting for your ITIL Intermediate exam.It also reviews the details on scoring of the exam.

Exam Review

This section of Service Design explains the ideas for new services in Service Strategy and turns these into a defined blueprint for the development of the services. It covers the operational aspects to designing an IT service, such as Service Level Management, managing suppliers, and planning for service availability and resilience.

Schedule & Fees

Online Instructor Led ITIL Intermediate – Service Design (SD) Certification Training

Please contact us for more information on course fees and upcoming batch schedule.

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Course FAQ

Why Tech-Act for ITIL Intermediate - Service Design (SD)?

Tech-Act is committed in providing thousands of professionals with quality and credible IT training and certifications. Tech-Act is an authorized learning solutions partner for EC Council, CompTIA, and Pearson Vue Authorized Test Center.

Why should I enroll for ITIL Intermediate - Service Design (SD)?

ITIL is a world leader in in IT service management set upon industry best practices in IT service management.

ITIL certifications set global benchmarks for quality. ITIL certified professionals are well-trained to plan new approaches and ideas for improving customer satisfaction. They can contribute efficiently to service delivery in an organization. The value ITIL certification has become an entry-level requisite for a large number of IT roles.

ITIL certified professionals are in huge demand. They can take up critical job roles like Availability Manager, Capacity Manager, Service Portfolio Manager, Business Continuity Manager and Service Level Manager.

Who all are eligible for this course?

  • Chief Technology Officers (CTOs)
  • Chief Information Officers (CIOs)
  • Service Designers
  • IT Planners
  • IT Architects
  • IT Security Managers
  • IT Audit Managers
  • IT Consultants

It is also apt for:

  • IT Service Management (ITSM) trainers
  • IT professionals involved in service design environment
  • ITIL Foundation certified personnel
  • Individuals seeking for an in-depth understanding of ITIL Service Design
  • It is one of the key prerequisites for ITIL Master’s and Expert Levels

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