ITIL V3 Service Design (HF438S)

Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
A basic IT literacy and around 2 years IT experience are highly desirable
At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Design publication in preparation for the examination

Course outline
  • Introduction to Service Design
  • The purpose, goals and objectives of service design
  • The scope of service design
  • The business value of service design activities
  • The context of service design in the ITIL® service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
  • Service Design Principles
  • Design service solutions related to a customer?s needs
  • Design and utilize the service portfolio to enhance business value
  • The measurement systems and metrics
  • Service design models to accommodate different service solutions
  • Service Operation Processes
  • The interaction of service design processes: Design Coordination, Service Catalogue Management, Service Level Management, Supplier Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management
  • The flow of service design as it relates to the business and customer
  • The design aspects and how they are incorporated into the service design process
  • Service design technology-related activities
  • Requirements engineering in the design process and utilizing the types of requirements as identified for any system: functional, management/operations and usability
  • The design of technical architectures for data and information management, and application management
  • Organizing Service Design
  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
  • The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles
  • Technology Considerations
  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design
  • Implementation and improvement of service design
  • The six-stage implementation / improvement cycle and how the activities in each stage of the cycle are applied
  • How business impact analysis, service level requirements and risk assessment can affect service design solutions
  • Challenges, critical success factors and risks