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 Sunderland

Sunderland

Sunderland also referred as Sunderland A.F.C, Tyne and Wear. It is located on River Wear in England. Sunderland comprises of the neighbouring towns like Washington and Houghton-le-Spring as well as city. Sunderland is referred as UK Parliament Constituency from 1832 to 1950. Sunderland A.F.C is a professional football team.

History

The population of Sunderland was 146,000 during 1901. First electric trams started in Sunderland in 1900. However in the 1940s and 195-s electric trams were replaced by buses. Last trams ran in Sunderland in 1954. Sunderland Technical College was opened in 1901. In 1904 Bede Memorial was raised and in 1907 Commissioners offices were built. In 1907 Empire Theatre was also opened. In 1909 Barnes Park was opened. Backhouse Park in 1923. Thompson Park in 1933. In 1902 Roker Breakwater was built and South Breakwater in 1914.

Boundaries of Borough were extended in 1928 to include Southwick and Fulwell. In 1929 New Wear Bridge has been constructed. A general hospital was opened in 1929. In 1934 was Deep Water Quay was opened. Council started slum clearance in Sunderland in 1930s. New council houses were built to replace the old slums located in Ford Hall, Marley Pots and Leechmere. During Second World War 267 people were killed due to German bombing. About 1000 houses were destroyed, and about 3000 got damaged. In 1967 boundaries of Sunderland were extended to include Silksworth, South Hylton, Herrington, Ryhope and Castletown. In 1969 Sunderland Polytechnic was founded and was made university in 1992. In 1970 civic centre and the new town hall was built. In 1973 new Police station has been constructed.

In 1973 Monkwearmouth Station Museum was opened. In 1974 North East Aircraft Museum was founded and new General Hospital was opened in Sunderland in 1978. Sunderland suffered in the 1930s when third of the men were unemployed. During 1950s Joblessness lowered and in 1980s unemployment returned. In late 20th century, Sunderland’s coal mining declined rapidly. After 1986 no more coal was exported. New industries replaced the old ones. Sunderland is well known for its car making industry. Other industries in Sunderland include electronic engineering, papermaking, mechanical engineering and textiles. Sunderland was made a city in the year 1992. In 1995 Sunderland Library and Arts Centre was opened. In 1997 Stadium of Light was opened and in 1998 National Glass Centre was opened. In 2002 Tyne and Wear Metro was expanded to Sunderland. In the beginning years of 21st century, Sunniside area was regenerated. Sunderland Aquatic Centre was opened in 2008. Now the population of Sunderland is 275,000.