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Service Lifecycle: Service Design

Certification Program (SD)

Learn what entails designing the IT services and processes of an organization to meet the business goals and deliver the best services.

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Overview


The ITIL® Service Design (SD) module is one of the qualifications within the ITIL® Service Lifecycle framework. The Service Design stage essentially involves the design of IT services such as architecture, processes, policies and documentation to meet current and future business requirements. This course introduces you to the purpose, principles and processes of service design and how to integrate it as part of the overall service management process and bring about continuous improvement.

Xebbia Academy brings you a comprehensive course on ITIL® Service design and its relation to other stages of the ITIL® Service Lifecycle. Our workshop is designed to give you maximum learning benefit and understand the management and control of activities and techniques that are documented in the ITIL® Service Design publication. You will get full support for your attempt of the exam with our in-depth courseware and expert coaching. The hands on exercises and case studies will also ensure that you are able to introduce consistent service design practices and improve the alignment of IT with the overall business and user needs.

Course Curriculum


  •  Introduction to Service Design

    • Key Service Management Concepts
    • Purpose, Goals, and Objectives of Service Design
    • Scope of Service Design
    • Service Design Processes Supporting the Service Lifecycle
    • Value of Service Design
    • Service Design Fundamentals
    • Processes within Service Design
    • Service Design Inputs and Outputs
  • Service Design Principles

    • Holistic Design, Service Composition, and the Four Ps of Service Design
    • Five Major Aspects of Service Design
    • Importance of Taking a Balanced Approach to Service Design
    • Service Requirements, Business Requirements, and Drivers
    • Design Activities and their Constraints
    • Service-Oriented Architecture Principles
    • Service Design Models
  • Design Coordination Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Roles and Responsibilities
  • Service Catalogue Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key Service Catalogue Management Roles
  • Service Level Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key Service Level Management Roles
  • Supplier Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key Supplier Management Roles
  • Availability Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key Availability Management Roles
  • Capacity Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key Capacity Management Roles
  • IT Service Continuity Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities, Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key IT Service Continuity Management Roles
  • Information Security Management Process

    • Purpose, Objectives, and Scope
    • Value to the Business
    • Policies, Principles, and Basic Concepts
    • Process Triggers, Inputs, Activities. Methods, and Outputs
    • Process Interfaces
    • CSFs and KPIs
    • Challenges and Risks
    • Key Information Security Management Roles
  • Organizing for Service Design

    • Functional Role Analysis
    • Using the RACI Matrix in Process Design
    • Functions within Service Design
    • Business Impact Analysis
  • Technology and Implementation Consideration

    • Good Practices for Process Implementation
    • Generic Requirements for Technology to Assist Service Design
    • Applying Evaluation Criteria for Technology and Processes
    • Planning and Implementing Service Management Technologies
  • Challenges, Risks, and CSFs of Service Design

  • Exam Preparation/Mock Exam

Prerequisite


In order to attend the workshop, you must have:

  • ITIL® Foundation Certificate in IT Service Management or an earlier ITIL® (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

  • Have completed an accredited 21-hour course from an ITIL® Accredited Training Organization (ATO).
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • Have basic IT literacy and around 2 years IT experience

Certification


In order to achieve ITIL® Intermediate Service Operation certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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