ITIL Service Lifecycle – Service Design



Course Name: ITIL Service Lifecycle – Service Design

Level: Intermediate

Certification: The ITIL Intermediate Service Lifecycle – Service Design Certificate

Duration: 24 Hours (3 Days)


Topic Details:


Module 1: Introduction to service design


  • The purpose, goals and objectives of service design
  • The scope of service design
  • The business value of service design activities
  • The context of service design in the ITIL service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria


Module 2: Service design principles


  • 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


Module 3: Service design processes


  • 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


Module 4: Service design technology-related activities


  • 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


Module 5: Organizing for service design


  • 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


Module 6: Technology considerations


  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design


Module 7: Implementation and improvement of service design


  • 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


Module 8: Challenges, critical success factors and risks


  • Be able to provide insight and guidance for design challenges, risks and critical success factors

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