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 Peterborough

Peterborough

In Cambridgeshire, a cathedral city is located called Peterborough. It had a population of 183,631 in 2011. Historically, it is a part of Northamptonshire. It is 121 km north of London located on River Nene which flows into the North Sea 48 km to north-east. Between London and Edinburgh, a railway station on East Coast Main Line is an important stop.

Human settlement in this area started before Bronze Age. Monasteries were built in an Anglo-Saxon period called Medeshamstede which was later known as Peterborough Cathedral.

After the arrival of railways, the population grew rapidly. Peterborough is known for its brick manufacturing. Population and housing expanded. Industrial employment declined with a significant proportion of commercial distribution and services.

History

In 1901, the population of Peterborough was 30,000. During the 20th century, conditions in Peterborough got improved. In 1900 Peterborough gained an electricity supply. In Cumbergate FeoFee almshouses were constructed in the year 1903. Between 1903 and 1930 electric trams started running through streets of Peterborough.

In 1911 first cinema was opened. In 1920s first council houses were established in Peterborough. In 1928 War Memorial Hospital was built. City Museum was opened in 1929. In 1933 new Town Hall was built. New bridge over Nene in Peterborough was constructed in 1934. The public swimming pool was opened in 1938.

In 20th century, many industries developed in Peterborough that include tool and corset making. Destiny of Peterborough changed forever in 1967 when it was decided to establish it as a new town. At that time Peterborough had a population of around 80,000. In 1968 Development Corporation was formed.

Construction began dramatically in 1970 at Peterborough. In the 1970s and 1980s new suburban areas were established at Orton and Bretton. New District Hospital was established in 1969 in Peterborough. This hospital was incorporated with old War Memorial Hospital. In 1973 Key Theatre was built.

The new shopping centre was opened in Peterborough in late 20th century. In 1964, Hereward Cross Centre was opened. In 1982 Queensgate Centre was opened. In 1989 Rivergate Centre was opened. Peterborough included various industries like a brick, tile marking, diesel engines, farm machinery and electrical equipment. The present population of Peterborough is 186,000.