ITIL® Intermediate Module - Service Design (SD)

1. Introduction to service design
Full understanding of service design terms and concepts.
• The purpose, goals and objectives of service design
• The scope of service designThe 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
2. Service design principles
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.
• 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
3. Service design processes
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.
• 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
4. Service design technology-related activities
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.
• 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
5. Organizing for service design
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.
• 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
6. Technology considerations
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application of them to the design of effective service solutions.
• Service design related service management tools, where and how they would be used
• The benefits and types of tools that support service design
7. Implementation and improvement of service design
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.
• 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
8. Challenges, critical success factors and risks
The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions.
• Be able to provide insight and guidance for design challenges, risks and critical success factors

The world is getting tech-savvy day by day. New trends like the SMAC (Social, Mobile, Analytics and Cloud) technology and big data are revolutionizing the way business operates. According to Gartner, 50% of the organizations will move to the hybrid cloud by 2017 and to cash on these up-coming trend organizations around the globe has started upgrading their IT infrastructure to the best IT framework possible in order to ensure maximum ROI for their business services. For this emerging technology prototype, ITIL® has been and will be the best IT service management frame of choice. According to AXELOS’ ‘The Importance of ITIL® A Global View – 2014 and Beyond’, 69% of C-class executives said that ITIL® is becoming more important due to trends in the Cloud Computing sector.

Due to this dynamic demand, many organizations are looking for employees who can develop, manage and integrate service design into the IT service management process. ITIL®-SD certification classifies an employee as an expert in developing IT services and hence, makes your stand out of the competition.

1. Accelerates your career and helps your move up the ladder in your own organization.
2. This credential listed in your CV sets you apart from your uncertified peers
3. It widens your horizon as a certified global professional by benchmarking you skills in IT service management
4. Across all sectors ranging from education, financial services, healthcare, software development, investment banking, oil and gas, energy, telecommunication, hospitality and many more demand certified candidates to develop IT services.
5. According to PayScale.com, the highest average annual salary for ITIL® Intermediate certified professionals can go up $ 156,000 in the USA, $ 130,000 in the UK, $USD 118,000 in Australia, and $ 100,000 in the UAE (as on March 31, 2015).