Capabilities
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Service Design Lifecycle Course

Course Overview

This course prepares participants for the examination leading to the ITIL® Intermediate Certificate: Service Design. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, two sample exams are delivered during the course. A passing mark of 70% is required to receive your certificate. In addition, you will attain 3 ITIL credits and 25 professional development units (PDUs) for Project Managers. Learning Outcomes

  • The relationship between business value and service design
  • The principles of balanced service design (functionality, resources, schedule)
  • How to identify meaningful service requirements
  • The relationship between service, application, infrastructure and data architectures
  • The key roles and organizational capabilities of service design
  • The relationship of design constraints to service utility and warranty
  • The advantages and disadvantages of various strategic sourcing and delivery models (insourcing, outsourcing, co-sourcing, etc.)
  • Review of Service Design processes, and their associated policies, challenges, risks and critical success factors, including:
    • Design Coordination
    • Service Catalog Management
    • Service Level Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
  • Interaction of Service Design processes with other Service Lifecycle processes
  • Technology and implementation considerations for Service Design

Who Should Attend?

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in the design of IT services.

Prerequitistes

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

Course Reading

Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 21 hours of personal study by reviewing the Service Design syllabus and the publication in preparation for the examination.


*For questions or to register, please contact: Jill Zimmerman – jzimmerman@zenetex.com or 703-547-7827

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