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 Dunfermline

Dunfermline is a town located in Fife, Scotland. In 2011, the population recorded was 49,706 and the figures released in 2012 shown Dunfermline’s population as 50,380 which made It largest locality in Fife and tenth in Scotland.

Dunfermline town was recorded first in the 11^th century. The marriage of Malcolm III, King of Scotland and Saint Margaret at the church located in Dunfermline. This town has much historical significance and also provide facilities for leisure. The primary focus of employment is on service sector that has the largest employer being Sky UK. Other major employers in Dunfermline are Amazon, FMC Technologies, Best Western, Lloyds and Nationwide.

History

Dunfermline has rich history and heritage. Dunfermline signified Gaelic. A fort by a meandering rivulet and fort refers to a building called Malcolm Canmore’s that is at the Peninsular mount in Pittencrieff Glen. Dun means either a fort or hill. Fiar means winding or crooked. From this tower, Dunfermline originated as town and marked its existence. The arms of town are supported by two lions with motto ““Esto rupes inaccessa”.

Dunfermline City is one of the hidden jewel of Scotland and among an impressive place. History of Dunfermline goes back to the residence of kings of Scotland and history of Church.

Sport

Dunfermline is home to professional rugby, football as well as cricket teams. Dunfermline Athletic senior football team play their games at East End Park in Scottish Championship. The team has become famous after winning Scottish Cup twice in 1961 and 1968 and gained a reputation. Dunfermline Senior Rugby team play at McKane Park in Caledonia League Division. A cricket club is also based at Carnegie Cricket Ground which is an athletics ground at Pitreavie. A major extension to the centre was completed in November 2011. It includes 25 yards (23m) Edward training pool in new 25 meters 6 land deck level pool movable floor, there is an improved entrance and reception area with new gym and a new cafe.

Education

Dunfermline has 14 primary schools and four secondary schools. Other facilities include a private school and Calaiswood ASN School intended for children with health needs and learning difficulties.

Oldest secondary school in town is Dunfermline High School, established in 1816 and now it is called Queen Anne Street. Since 1994 school serves both western and southern parts of town as well as Kincardine and Rosyth that occupied a site on St Leonard’s Street. In Wellwood towards the north-west area of the town, Queen Anne High School is located. In 1972, Woodmill High School was updated which was originally a junior secondary. The school was developed in Priory Land. In 1969, St Columba’s high school was opened which is one of two Roman Catholic secondary schools in Fife. School server people are living in West Fife. Fife College provided further education and was known as Lauder Technical School in 1899 and Andrew Carnegie provided its funding. In 1910, the textile school was founded and funded by Carnegie. Later it was known as Technical School in 1927. In 1951 school was known as technical college and then it's named turned to Lauder College in late 20^th century. In 2007 it became Carnegie College.