Course Description

Course Overview

The ITIL Service Design course focuses on the principles and processes involved in designing effective IT services. This course provides participants with a comprehensive understanding of the Service Design stage within the ITIL service lifecycle. Participants will learn how to create service designs that meet business requirements, ensure service quality, and enable efficient service operations. The course covers key concepts, principles, and techniques necessary for successful service design implementation. The ITIL Service Design course is ideal for IT professionals involved in service management, IT architects, and individuals seeking to enhance their knowledge of service design practices.

Prerequisites

To enroll in the ITIL Service Design course, participants must hold the ITIL Foundation certificate. It is recommended to have practical experience in IT service management or participation in the ITIL Foundation course.

Methodology

The course will be delivered through instructor-led training, interactive discussions, case studies, and group exercises. Participants will engage in practical scenarios and real-world examples to understand the Service Design principles and apply them in different contexts. The course may include individual or group assignments to reinforce learning outcomes and encourage active participation.

Course Outline

• Introduction to Service Design
• Overview of the Service Design stage within the ITIL service lifecycle
• Objectives, scope, and benefits of Service Design
• Service Design Principles and Concepts
• Key principles and concepts of Service Design
• Understanding business requirements and IT strategies
• Service Design inputs and outputs
• Service Design Processes
• Service level management
• Service catalog management
• Availability management
• Capacity management
• IT service continuity management
• Information security management
• Supplier management
• Service Design Technology and Architecture
• Designing technology architectures to support service design
• Service-oriented architecture (SOA) and its role in service design
• Service design tools and techniques
• Service Design Implementation
• Design coordination and collaboration with other lifecycle stages
• Planning and managing the Service Design phase
• Assessing and managing risks in service design
• Measurement and Metrics in Service Design
• Defining measurement frameworks and metrics for service design
• Monitoring and reporting on service design performance
• Using metrics for service improvement
• Exam Preparation
• Review of key concepts and exam objectives
• Practice questions and mock exams

Outcome

Upon completing the ITIL Service Design course, participants will:

• Develop a thorough understanding of the Service Design principles, processes, and concepts
• Gain knowledge of designing effective IT services that align with business requirements
• Acquire the skills to plan, implement, and optimize Service Design practices
• Be prepared to contribute to the Service Design stage within the ITIL service lifecycle
• Be ready to take the ITIL Service Design certification exam

Labs

The ITIL Service Design course may include practical labs or exercises to reinforce the learning objectives. Some potential lab activities could include:

• Developing a service catalog for a fictional organization
• Designing service level agreements (SLAs) and service level requirements (SLRs)
• Creating a technology architecture to support service design
• Assessing and mitigating risks in service design implementation