ITIL® Service Lifecycle Service Design

Change and improve new or existed Service Design

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Get to know about the relation between different stages of ITIL® Service Lifecycle
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The design and delivery of technology is crucial to success of every business. ITIL® Service Lifecycle - Service Design course focuses on designing new IT services as well as changing or improving the existing ones. ITIL® Service Lifecycle- Service Design is one of the certifications in ITIL® Service Lifecycle. This course includes processes, principles and policies that are needed for designing a quality service.

Pentagon Training’s ITIL® Service Lifecycle - Service Design provides in depth knowledge regarding creating and launching product and services for meeting the requirements of the organisation.

Who should take this course

The professionals who have attained ITIL® Foundation certificate and wanted to switch to the higher level ITIL® Certifications
Those who want to have a practical understanding of the service design process
Individuals who want to improve the quality of IT Service within an organisation

Prerequisites

The professionals who want to attend ITIL® Service Lifecycle - Service Design course must hold ITIL® Foundation Certificate.

Learn about the technology and implementation requirements needed for service design
Identify various functions and activities involved in each process of service design phase of ITIL® Service Lifecycle
Determine the CSFs, KPIs, risks and challenges associated with the service design
Learn the roles and responsibilities of team members or leaders involved in the designing IT service
Identify the metrics to measure performance in service design

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

The intent of the ITIL® Service Lifecycle - Service Design course is to enable the holders of ITIL® Foundation certificate to have a comprehensive understanding of the processes that are described in the Service Design phase of the ITIL® Service Lifecycle. Our certified trainer will help the delegates to understand how service design is related to the other phases of the service lifecycle.

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates in getting a deep understanding of various concepts of the subject.

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.

Course Content

Introduction to Service Design

Overview of Service Design
Key concepts and terminologies
Scope and objectives of Service Design
Service Design Processes
Service Design value
Fundamentals of Service Design
Inputs and Outputs of Service Design

Different Principles of Service Design

Overview of Principles
Service Composition and four Ps of Service Design
Major aspects of Service Design
Benefits of taking balanced approach to Service Design
Service and Business requirements
Design Activities and its Constraints
Principles of Server-Oriented Architecture
Service Design Models

Introduction to Design Coordination Process

Define coordination process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Roles and Responsibilities

Introduction to Service Catalogue Management Process

Define Service Catalogue Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Service Level Management Processes

Define Service Level Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Supplier Management Process

Define Supplier Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Availability Management Processes

Define Availability Management process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Capability Management Process

Define Capacity Management Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to IT Service Continuity Management Process

Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Process of Information Security Management

Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Organising Service Design

Functional Role Analysis
RACI Matrix in designing process
Functions within Service Design stage
Business Impact Analysis

Technology and implementation Analysis

Process Implementation Practices
Generic requirements for Technology
Applying evaluation criteria for technology and processes
Plan and implement Service Design Management Technologies

About Darlington

Darlington in England lies on River Skerne – a tributary of River Tees. The development of the town has mainly been due to the influence of Quaker families in the Georgian and Victorian era who helped with both finance and vision. They also helped to develop the Stockton and Darlington Railway which was the world's first permanent passenger railway. It was also the world’s first steam locomotive powered rail.

The settlement started off as an Anglo-Saxon settlement and even the name “Darlington” derives from the Anglo-Saxon “Dearthington” meaning “the settlement of Deornoth's people”. In 1183, it was an important market place but by the 19^th century, it was reduced to a small market town.

The number of seats, in 1939, per head of population in the United Kingdom was the maximum. The city centre went a full refurbishment entitled The Pedestrian Heart, which has seen the majority of the town centre pedestrianised. Initially, people criticised the changes to public transport and removal of Victorian features along High Row. In 2014, the town saw The Majestic, one of the old cinemas, being revamped into a playhouse and theatre.

The King's Hotel, in August 2008, was engulfed by fire, as a result, damaging the roof and 100 bedrooms. Several nearby shops were damaged and remained closed for weeks after the fire. There were no casualties but the hotel could not be re-opened before 2012.

Government

The Borough of Darlington became a unitary authority area in 1997 when the Darlington Borough Council was formed.It separated from the non-metropolitan county of Durham for administrative purposes only, with the town is still coming under the County Durham for ceremonial purposes. Currently, Darlington is a Labour seat, Jenny Chapman, holding this seat. Alan Milburn, the former Secretary of State for Health under the Tony Blair Labour Government and Michael Fallon, the current Secretary of State for Defence under the David Cameron Coalition Government have been former MP’s for Darlington.

Transport

Airport

The Durham Tees Valley Airport which lies around is 5 miles east of Darlington town centre is the airport serving Darlington. The airport was initially known as Teesside Airport until 2004 as it also serves Teesside along with Darlington. The airport has domestic as well as international flights with the international flights available for many locations across Europe.The airport also has a Fire Training Centre that trains many airport firefighters from all over the UK. The nearest airports are Newcastle Airport (42.3 miles (68.1 km)) and Leeds Bradford International Airport (62 miles (100 km)).