Course details
ITIL® V3 Service Lifecycle - Service Design (SD)
3 days
Forthcoming dates for this course
We are running the ITIL® V3 Service Lifecycle - Service Design (SD) on the following dates. You can book your place online in just a few clicks. Or, if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
| Dates | Venue | Price | ||
|---|---|---|---|---|
| 20 – 22 Feb 2012 | Solihull | £995.00 | Book now | |
| 27 – 29 Feb 2012 | Heywood, Manchester | £995.00 | Book now | |
| 26 – 28 Mar 2012 | Reading (Arlington Business Park) | £995.00 | Book now | |
| 26 – 28 Mar 2012 | London City Point | £995.00 | Book now | |
| 8 – 10 May 2012 | Heywood, Manchester | £995.00 | Book now | |
| 21 – 23 May 2012 | Solihull | £995.00 | Book now | |
| 25 – 27 Jun 2012 | London City Point | £995.00 | Book now | |
| 25 – 27 Jun 2012 | Reading (Arlington Business Park) | £995.00 | Book now | |
| 3 – 5 Jul 2012 | Heywood, Manchester | £995.00 | Book now | |
The course also 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.
Objectives
- 1. To obtain knowledge on ITIL concepts and terminology and enable delegates to understand the processes, functions and activities involved in the 5 major elements Service Design.
- 2. To give a detailed management/business level understanding of the ITIL® Service Design phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
- 3. To explain the roles and justify the need of Service Design in the Service Lifecycle.
- 4. To prepare delegates for the ITIL® Lifecycle examination in Service Design (which takes place as part of the course).
Who should attend?
The course is suitable for individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle. It offers a career development path for practitioners who already hold the ITIL® Foundation Certificate.
Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.
It is a prerequisite that delegates hold the ITIL® V3 Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Professional Qualifications
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 higher.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
Topics covered :
- 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
