ITIL® Intermediate SD Certification Training

Learning Objectives -

• Upon completion of this course and examination, the learner will gain competencies in:
• Understanding Service Management as a Practice and Service Transition principles, purpose and objective
• Understanding how all Service Design processes interact with other Service Lifecycle processes
• The sub-processes, activities, methods and functions used in each of the Service Design processes
• The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence
• How to measure Service Design performance
• Understanding technology and implementation requirements in support of Service Design
• The challenges, critical success factors and risks related with Service Design

The Service Design Lifecycle course will be of interest to:

• Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications.
• Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
• IT professionals working in or new to a Service Design environment who require and understanding of the concepts, processes, functions and activities involved
• Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of design activities within the Service Lifecycle

Introduction and Overview

• Purpose and goals
• Scope of Service Design
• Doing it right the first time
• Designing new and changed service
• How Service Design creates business value

Key Service Design Principles Five aspects of Service Design

• New or changes service solutions
• Service management systems and tools
• Technology architectures and management systems
• Processes, roles and capabilities
• Measurement, methods and metrics

Four Ps of Design

• People
• Products
• Processes
• Partners

Primary Activities of Service Design Analyzing business requirements

• Collection, analyzing and engineering requirements
• Evaluating Service Design models
• Identifying solution alternatives reusing existing components
• Designing the appropriate solution
• Developing service acceptance criteria
• Evaluating total costs and agree expenditures

Achieving balance between design and existing strategies

• Ensuring inclusion of governance and security controls
• Completing IT readiness assessment
• Aligning supplier and supporting agreements
• Assembling the Service Design Package (SDP)
• Producing, maintaining and revising all services, design processes and documents
• Liaison with other design and planning activities
• Aligning with corporate and IT strategies

Service Catalog Management (SCM)

• Managing the Service Catalog
• Providing a central source of information on IT services delivered to the business by the service provider
• Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

Service Level Management (SLM)

• Negotiating, agreeing and documenting appropriate IT service targets with the business
• Monitoring and producing reports on delivery against agreed level of service

Capacity Management

• Matching capacity of IT to agreed business demands
• Capacity Management: right resource, right time, right cost

Availability Management

• Ensuring that availability targets are measured and achieved in a cost-effective manner
• Building availability into the design

IT Service Continuity Management

• Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
• Developing service continuity and recovery plans
• Aligning plans with business needs over time

Technology-related activities

• Requirements Engineering: requirement types, activities and techniques
• Data and Information Management activities
• Techniques within Application Management
• Investigating Service Design requirements
• Technology considerations for Service Design

Organizing Service Design

• Roles appropriate within Service Design and Service Design-focused processes
• Defining Service Design responsibilities
• Aligning information security with business security
• Managing suppliers to ensure quality and value for money

Implementation Challenges and Risks

• Outlining the challenges and risks facing Service Design
• Establishing critical success factors and key performance indicators (KPIs)
• Developing risk-benefit analyses for adoption of Service Design

• Combining the ITIL® SD Training to understand Service Management as a Practice and Service Transition.
• Designing processes and helping the processes interact with other Service Lifecycle processes
• Defining the sub-processes, activities, methods and functions through SD Training that are used in each of the Service Design process
• Preparing for the roles and responsibilities through ITIL® Service Design Exam
• Study ITIL® Service Design to understand measuring of Service Design performance
• Acquiring knowledge of technology and implementation requirements in support of Service Design

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
• Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
• Pass score is 28/40 or 70%

Candidates for this course must:

• Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
• It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Design in their own business environment is strongly recommended
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Service Catalog Management (SCM), Service Level Management (SLM), Capacity Management, Availability Management, IT Service Continuity Management and Information Security Management
• It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification

What is ITIL® SD Certification?

• This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services

What is the Eligibility Criteria / Pre-requisites for the ITIL® SD Exam?

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

• Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

• Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course.

When are the classes conducted?

• All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

• Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

• Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

• We are Accredited Training Organization
• Experiential Education
• Experienced Industry Experts
• Accredited course material
• Quality Courseware
• Post training support