ITIL® v3 Intermediate: Service Design Certification Training

Nivå: Intermediate
Snittbetyg: 4,6/5 4,63/5 Based on 203 Reviews


Gain the knowledge and skills you need to plan, implement, and optimise service design processes in this ITIL Service Lifecycle: Service Design training. Intermediate SD focuses on the design of IT services and covers the architectures, processes, policies and documentation to design services that meet the needs of your organization. 

ITIL 4 is coming — but don't put your ITIL journey on hold ›

Nyckelfunktioner:

  • Choose from blended on-demand and instructor-led learning options
  • Exclusive LinkedIn group membership for peer and SME community support
  • Learning Tree ITIL Success Package included
  • ITIL exam voucher included

Du kommer lära dig att:

  • Prepare for and pass the ITIL Service Design (SD) Exam
  • Define the goal, objectives, and scope of SD
  • Outline key activities for SD processes
  • Enhance the quality of IT service provision within an organisation
  • Measure SD using critical success factors and key performance indicators

Välj den utbildningsform som passar dig bäst

BLANDAT LÄRANDE

On-demand och online lärarträffar

Unlimited annual access to:

  • On-demand ITIL SD modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included

LIVE, LÄRARLEDD

Klassrum och självstudier

  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher (with optional retake)

PREMIUM UTBILDNING

Klassrum, On-demand och självstudier

Unlimited annual access to:

FÖRETAGSINTERN UTBILDNING

Teamträning

  • Använd denna eller någon annan utbildning i ditt företag
  • Fullskalig programutveckling
  • Levereras när, var och hur du vill
  • Blandade utbildningsmodeller
  • Skräddarsytt innehåll
  • Coaching av ett expertteam

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Utveckla dig och ditt team med anpassade eller öppna kurser alternativt e-learning

Learning Tree erbjuder kundanpassad utbildning hos er, öppna kurser i Stockholm, London eller Washington, möjlighet att delta via våra Anywhere centers (Malmö, Göteborg, Linköping, Stockholm eller Borlänge) eller olika former av e-learning med lärarstöd. Läs mer på www.learningtree.se/priser .

On-demand och online lärarträffar

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL SD course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits towards your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

  • Module 02: Service Management as a Practise Part 1

    • Topic One: Components of the Service Lifecycle
    • Topic Two: What is a Service?
    • Topic Three: What Comprises Value?
    • Topic Four: What is Service Management?
    • A Process
    • A Function
    • Generic Roles
  • Module 03: Service Management as a Practise Part 2

    • Purpose and Objectives of Service Design
    • Scope of Service Design
    • Generic SD Roles
    • Service Design – Value to the Business
    • SD Inputs and Outputs
    • SD Challenges, Critical Success Factors, and Risks
    • Key Concepts for Service Design
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Service Design Principles Part 1

    • Overview
    • Balanced Design
    • Service & Business Requirements
    • Design Activities & Constraints
  • Module 06: Design Aspects Part 1

    • The 5 Aspects of Service Design
    • Designing Service Solutions
    • Designing the Management Information Systems
    • Designing the Technology and Architecture
  • Module 07: Design Aspects Part 2

    • Designing Processes
    • RACI Diagram
    • Designing Measurement Systems and Metrics
  • Module 08: Design Aspects Part 3

    • Service Oriented Architecture (SOA)
    • Service Design Models
    • Exercise: Designing Service Acceptance Criteria
  • Module 09: Design Coordination (DC)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs, Interfaces
    • Metrics
  • Module 10: Service Catalogue Management (SCatM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 11: Service Catalogue Management (SCatM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 12: Service Level Management (SLM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 13: Service Level Management (SLM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Sample Service Catalogue Entry
    • Sample SLA
    • Sample OLA
  • Module 14: Availability Management (AM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
  • Module 15: Availability Management (AM) Part 2

    • Process Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 16: Capacity Management (CapM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 17: Capacity Management (CapM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 18: IT Service Continuity Management (ITSCM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 19: IT Service Continuity Management (ITSCM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 20: Information Security Management (ISM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 21: Information Security Management (ISM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 22: Supplier Management (SuppM)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Exercise: Supplier Management Process Flow
  • Module 23: Implementing Service Design

    • General Implementation Considerations
    • Implementation Framework
    • Measurement of Service Design
    • Prerequisites for Success (PFS)
  • Module 24: Requirements Engineering

    • Requirement Types
    • Requirement Investigation
    • Documenting Requirements
    • Requirements Catalogueue
  • Module 25: Data, Information & Application Management

    • Managing Data and Information
    • Application Management
    • Application Portfolio
    • Application Design
  • Module 26: Service Management Technology

    • Tools for Service Design
    • Service Management Technology
    • Tool Selection Process

ITIL Intermediate Service Design FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL SD exam?

    After you receive your ITIL SD exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing centre.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

Klassrum och självstudier

Note: This course runs for 3 dagar

  • 2 - 4 okt 9:00 - 5:30 BST London / Online (AnyWare) London / Online (AnyWare) Boka Din Kursplats

  • 22 - 24 jan 9:00 - 5:30 GMT London / Online (AnyWare) London / Online (AnyWare) Boka Din Kursplats

  • 7 - 9 apr 9:00 - 5:30 BST London / Online (AnyWare) London / Online (AnyWare) Boka Din Kursplats

  • 11 - 13 sep 9:00 - 5:30 EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Boka Din Kursplats

  • 13 - 15 nov 9:00 - 5:30 EST Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Boka Din Kursplats

  • 11 - 13 dec 9:00 - 5:30 EST Toronto / Online (AnyWare) Toronto / Online (AnyWare) Boka Din Kursplats

  • 5 - 7 feb 9:00 - 5:30 EST New York / Online (AnyWare) New York / Online (AnyWare) Boka Din Kursplats

  • 11 - 13 mar 9:00 - 5:30 EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Boka Din Kursplats

  • 27 - 29 maj 9:00 - 5:30 EDT Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Boka Din Kursplats

  • 10 - 12 jun 9:00 - 5:30 EDT Toronto / Online (AnyWare) Toronto / Online (AnyWare) Boka Din Kursplats

Kurs med startgaranti

När du ser symbolen för “Guaranteed to Run” vid ett kurstillfälle vet du att kursen blir av. Garanterat.

ITIL Intermediate Service Design Course Information

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits towards your ITIL Expert certification.
  • Course Preparation

    • Before your event, you will receive via email a Pre-Course Study Guide and the ITIL Service Design Handbook. The Pre-Course Study Guide will let you know which parts of the ITIL Foundation Handbook you should study before class. The Pre-Course Study Guide also contains the official ITIL Service Design Certificate syllabus, which you should read.

ITIL Intermediate Service Design Course Outline

  • ITIL Service Design Introduction and Overview

    • Purpose and goals
    • Scope of service design
    • Doing it right the first time
    • Designing new and changed service
  • Key ITIL Service Design Principles

    Five aspects of service design

    • Designing service solutions
    • Designing supporting systems and the service portfolio
    • Technology architectures, processes and design aspects
    • Measurement, methods and metrics
    • Service-oriented architecture principles

    Holistic service design

    • Design activities and their constraints
    • The importance of balanced design
    • Service requirements, business requirements and drivers

    Four Ps of Design

    • People
    • Products
    • Processes
    • Partners
  • Service Design Processes

    Service catalogue management

    • 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

    • 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
    • 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
  • Primary Activities of Service Design

    Technology-related activities

    • Requirements engineering: requirement types, activities and techniques
    • Data and information management activities
    • Techniques within application management
    • Investigating service design requirements

    Achieving balance between design and existing strategies

    • Ensuring inclusion of governance and security controls
    • Assembling the service design package
    • Producing, maintaining and revising all services, design processes and documents
    • Liaising with other design and planning activities
    • Aligning with corporate and IT strategies
  • Organising Service Design

    • Roles appropriate within service design
    • Functional role analysis and the use of the RACI matrix
    • Defining service design responsibilities
    • Aligning information security with business security
    • Managing suppliers to ensure quality and value
  • Service Design and Technology

    • Technology considerations for service design
    • The tools that benefit service design
    • Requirements for service design
  • Implementation Challenges and Risks

    • The six-stage implementation approach
    • Measurements of service design
    • Outlining the challenges and risks facing service design
    • Establishing critical success factors and Key Performance Indicators (KPIs)
    • Developing risk-benefit analyses

ITIL Intermediate Service Design FAQs

  • Can I obtain ITIL Service Design certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

  • What is the purpose of Service Design in ITIL?

    The purpose of Service Design is to design new IT services, as well as changing and improving existing designs. 

  • What are the 4 P's of ITIL Service Design?

    1. People
    2. Products
    3. Processes
    4. Partners 
  • How do I take the ITIL Service Design exam?

    The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online) or at an eligible testing center. 
  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Design, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Design core publication, focusing on Chapter 2, and review your ITIL Foundation course materials.
  • How do I use my exam voucher to take the ITIL SD exam?

    The ITIL Intermediate Service Design exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

Klassrum, On-demand och självstudier

Note: This course runs for 3 dagar

  • 2 - 4 okt 9:00 - 5:30 BST London / Online (AnyWare) London / Online (AnyWare)

  • 22 - 24 jan 9:00 - 5:30 GMT London / Online (AnyWare) London / Online (AnyWare)

  • 7 - 9 apr 9:00 - 5:30 BST London / Online (AnyWare) London / Online (AnyWare)

  • 11 - 13 sep 9:00 - 5:30 EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • 13 - 15 nov 9:00 - 5:30 EST Ottawa / Online (AnyWare) Ottawa / Online (AnyWare)

  • 11 - 13 dec 9:00 - 5:30 EST Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • 5 - 7 feb 9:00 - 5:30 EST New York / Online (AnyWare) New York / Online (AnyWare)

  • 11 - 13 mar 9:00 - 5:30 EDT Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • 27 - 29 maj 9:00 - 5:30 EDT Ottawa / Online (AnyWare) Ottawa / Online (AnyWare)

  • 10 - 12 jun 9:00 - 5:30 EDT Toronto / Online (AnyWare) Toronto / Online (AnyWare)

Kurs med startgaranti

När du ser symbolen för “Guaranteed to Run” vid ett kurstillfälle vet du att kursen blir av. Garanterat.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL SD course, unlimited retakes of our 3 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits towards your ITIL Expert certification.
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

  • Module 02: Service Management as a Practise Part 1

    • Topic One: Components of the Service Lifecycle
    • Topic Two: What is a Service?
    • Topic Three: What Comprises Value?
    • Topic Four: What is Service Management?
    • A Process
    • A Function
    • Generic Roles
  • Module 03: Service Management as a Practise Part 2

    • Purpose and Objectives of Service Design
    • Scope of Service Design
    • Generic SD Roles
    • Service Design – Value to the Business
    • SD Inputs and Outputs
    • SD Challenges, Critical Success Factors, and Risks
    • Key Concepts for Service Design
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Service Design Principles Part 1

    • Overview
    • Balanced Design
    • Service & Business Requirements
    • Design Activities & Constraints
  • Module 06: Design Aspects Part 1

    • The 5 Aspects of Service Design
    • Designing Service Solutions
    • Designing the Management Information Systems
    • Designing the Technology and Architecture
  • Module 07: Design Aspects Part 2

    • Designing Processes
    • RACI Diagram
    • Designing Measurement Systems and Metrics
  • Module 08: Design Aspects Part 3

    • Service Oriented Architecture (SOA)
    • Service Design Models
    • Exercise: Designing Service Acceptance Criteria
  • Module 09: Design Coordination (DC)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs, Interfaces
    • Metrics
  • Module 10: Service Catalogue Management (SCatM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 11: Service Catalogue Management (SCatM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 12: Service Level Management (SLM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 13: Service Level Management (SLM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Sample Service Catalogue Entry
    • Sample SLA
    • Sample OLA
  • Module 14: Availability Management (AM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
  • Module 15: Availability Management (AM) Part 2

    • Process Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 16: Capacity Management (CapM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 17: Capacity Management (CapM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 18: IT Service Continuity Management (ITSCM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 19: IT Service Continuity Management (ITSCM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 20: Information Security Management (ISM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 21: Information Security Management (ISM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 22: Supplier Management (SuppM)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Exercise: Supplier Management Process Flow
  • Module 23: Implementing Service Design

    • General Implementation Considerations
    • Implementation Framework
    • Measurement of Service Design
    • Prerequisites for Success (PFS)
  • Module 24: Requirements Engineering

    • Requirement Types
    • Requirement Investigation
    • Documenting Requirements
    • Requirements Catalogueue
  • Module 25: Data, Information & Application Management

    • Managing Data and Information
    • Application Management
    • Application Portfolio
    • Application Design
  • Module 26: Service Management Technology

    • Tools for Service Design
    • Service Management Technology
    • Tool Selection Process

ITIL Intermediate Service Design FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Design, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Design core publication, focusing on Chapter 2, and review your ITIL Foundation course materials.
  • How do I use my exam voucher to take the ITIL SD exam?

    The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via PeopleCert (online) or at an eligible testing centre.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

Teamträning

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