ITIL® Service Lifecycle - Service Design

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+44 1344 961530

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info@pentagonit.co.uk

Introduction
Course Details
Course Content
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A Quick Glance

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Get to know about the relation between different stages of ITIL® Service Lifecycle
Pentagon Training’s ITIL® courses are fully accredited by PeopleCert
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Delivered by certified and experienced trainers

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

ITIL® Service Lifecycle - Service Design Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Wakefield

Wakefield

In West Yorkshire, England, Wakefield is located. Wakefield is on the River Calder and Pennines eastern edge. In 2001 Wakefield had a population of around 77,512. It increased for five Wakefield wards called East, North, South, West and Rural to 77,512 according to 2011 census. Wakefield is also dubbed as ‘ Merrie City’ in Middle Ages. John Leland in 1538 described it as ‘ A quick market town and large and meately large. It is also a well-served market of fish and flesh from sea and rivers so that vital is good and cheap there. Wakefield Battle took place in Wars of the Roses. Wakefield became a famous centre for wool and a market town. In the 18th century, Wakefield made a trade in corn and textiles. In 1888 parish church of Wakefield acquired Cathedral status. It also became a county town of West Riding of Yorkshire. It was the seat of West Riding County Council from 1889 till 1974.

History

Along with railroad, many streams and lakes also played a significant role in economic growth of Wakefield. There were many damn and around twenty mill sites that include fulling mills, gristmills and carding mills along these waterways. Due to this development growing population expanded in seven separate villages, East Wakefield, South Wakefield, North Wakefield, Burleyville Wakefield corner, Sanbornville and Union. Sanbornville villages are now the primary business centre in Wakefield. The new town hall was constructed in Sanbornville in 1895. From Lovell lake , ice was shipped and harvested by two companies with the help of 16 to 20 train carloads to Boston and beyond it every day. At the beginning of 1900’s railroading was to the extreme with 25 trains in and out of Sanbornville every day.

In 1911, due to fire various rail yard buildings burned and operations centre shifted to Dover. After the emergence of electrification, need for ice reduced. The Later popularity of automobiles further reduced the need for rail travel. Finally, in 1969, Snow train which was a passenger train, made its final run.

During Second half of 20th century, a major industry in Wakefield was the development of 11 lakes. Development of summer homes and services needed to be provided. This helped later to provide incomes to many Wakefield residents. It helped to retain the rural character of Wakefield for which Wakefield is known.

Education

Oldest school Surviving in Wakefield is Queen Elizabeth Grammar School, a boys school established in 1591 by Queen Elizabeth by Royal Charter. The original building is in Brook Street that is now the Elizabethan Gallery. In 1854, QEGS school was moved to Northgate. The school was administered by Governors of Wakefield Charities who also opened Wakefield Girls High School ( WGHS) located at Wentworth-street in 1878. Church of England opened National Schools that include St Mary’s in the 1840s and St Johns in 1861. Original St Austin’s Catholic School was opened in 1838. In 1846 Methodist School was opened on Thornhill Street. Eastmoor School previously Pinders Primary School is only opened by Education Act 1870 which is still open.

Wakefield College has origins in School of Art and Craft of 1868. It is today the primary provider of 6th form and further education in the area with around 10,00 part-time and 3000 full-time students. It has campuses in the surrounding towns as well as in the city. In 2007 Wakefield College and Wakefield City Council announced plans to create a University Centre of Wakefield but bid for funding failed in 2009. Other schools with sixth forms include QEGS, Cathedral High School which is now an Arts College for age 11 to 18 and Wakefield High Girls School.