Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:
Management and control of all Service Design activities
Management and application of Service Design concepts, inputs, outputs and activities
Knowledge of Service Design principles and management of Service Design processes
Control and coordination of Service Design technology related activities
Organisational and technological issues related to Service Design
Analysis, justification and selection of the implementation approaches, challenges, critical
success factors and risks
The importance of Service Management as a Practice concept and Service Design Principles,
Purpose and Objectives
How all processes in ITIL Service Design interact with other Service Lifecycle Processes
The sub-processes, activities, methods and functions used in each of the ITIL Service Design
processes
The roles and responsibilities within ITIL Service Design and the activities and functions to
achieve Service Design excellence
How to measure ITIL Service Design
Technology and implementation considerations surrounding ITIL Service Design
Challenges, Critical Success Factors and Risks associated to ITIL Service Design
In addition the training for this certification should include examination preparation, including a mock
Examination.
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge
Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context
of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The course syllabus covers the management and
control of the activities and techniques within
Service Design, but not the detail of each of the
supporting processes.
The main target group for the ITIL Intermediate
Qualification: Service Design Certificate includes, but is
not restricted to:
Chief Information Officers (CIOs)
Chief Technology Officers (CTOs)
Managers
Supervisory Staff
Team Leaders
Service Designers
IT architects
IT planners
IT consultants
IT audit managers
IT security managers
IT trainers
Training Duration:
Full-Time : 4 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination
which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies
in the following:
Learning Unit SD01: Introduction to Service Design
Bloom’s Level 2 Objectives – Full understanding of Service Design terms and core concepts
Understand the strategy of differentiating value-creation and articulate all the benefits to the
business that result from efficient Service Design
Service Acceptance Criteria and how to use them to create value
The contents and use of Service Design Packages
The underpinning processes, functions and assets that link business value to IT services
The fundamental aspects of Service Design
Learning Unit SD02: Service Design Principles
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Design service solutions related to a customer’s needs
Design and utilize the Service Portfolio to enhance business value
The measurement systems and metrics
Service Design models to accommodate different service solutions
Learning Unit SD03: Service Design Processes
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The interaction of Service Design processes
The flow of Service Design as it relates to the business and customer
The five Design Aspects and how they are incorporated into the Service Design process
Learning Unit SD04: Service Design technology related activities
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Requirements engineering in the design process and utilizing the three types of requirements as
identified for any system; Functional, Management/Operations and Usability
The design of technical architectures for Data and Information Management, and Application
Management
Learning Unit SD05: Organizing for Service Design
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
How to design, implement and populate a RACI diagram for any process that is within the scope of
IT Service Management
The Service Design roles and responsibilities, where and how they are used and how a Service
Design organization would be structured to use these roles
Learning Unit SD06: Consideration of Technology
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Service Design related Service Management tools, where and how they would be used/li>
Service Design related Service Management tools, where and how they would be used
The benefits and types of tools that support Service Design
Learning Unit SD07: Implementation and improvement of Service Design
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The creation, implementation and use of Critical Success Factors and Key Performance Indicators
as ways to improve designed services
The six-stage implementation/improvement cycle and how the activities in each stage of the cycle
are applied
How Business Impact Analysis, Service Level Requirements and risk assessment can affect
service design solutions
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