The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Design publication.
Lesson: Course Organisation
- Welcome to the Course!
- Mentoring Community Introductions
- Why Are You Here?
- Using Bloom’s Taxonomy
- What do you Expect?
- Housekeeping Online
Lesson: Course Conventions & Agenda
- Conventions Used
- Quizzes & Exercises
- ITIL Qualification Scheme
- ITIL Intermediate Exam
- Getting Started with an Online Class
- Module 1 Review
Lesson: Introduction to Service Design
- Service Design & the Service Lifecycle
- Managing Across the Lifecycle
- Purpose, Goals & Objectives of Service Design
- Scope of Service Design
- Value of Service Design
- The Context of Service Design
- Service Solution Design
- Balanced Design
Lesson: Service Design Principles
- Principles of Service Design
- Service Design Package
- Requirements
- Management Systems
- Architecture & Technology Design
- Process Design
- Measurement Design
- Service-Oriented Architecture
- Selecting Service Design Models
- Service Provider Models
- Service Design Implementation Considerations
- Service Design Technology & Design
- Business Impale Analysis
- Service Level Requirements
- Service & Process Risks
- Service Implementation
- Service Measures
- Service Design Challenges & Risks
- Service Design Challenges
- Service Design Risks
- Service Design Critical Success Factors
Lesson: Service Design Summary
- Service Design Summary
- Checkpoint
- Module 2 Review
Lesson: Introduction to Design Activities
- Design Activities
- Service Design
Lesson: 5-Aspects of Service Design
- Five Aspects of Service Design
- Gather Requirements
- Designing Service Solutions
- Design Considerations
- Design Supporting Management Systems
- Support Systems
- Service Portfolio
- Service Portfolio Contents
- Design Architecture & Support Technology
- Enterprise Architecture
- Technology Management
- Design Support Process
- Design Measurement Systems
- Metrics Tree
Lesson: Subsequent Design Activities
- Subsequent Design Activities
- Evaluate Alternate Solutions
- Procure Preferred Solution
- Develop Service Solution
- Service Design Package
- Design Constraints
Lesson: Service Design Activities Summary
- Service Design Activities Summary
- Checkpoint
- Module 3 Review
Lesson: Design Coordination
- Introduction to Design Coordination
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Activities
- Design Coordination Overview
- Overall SD Lifecycle Activities
- Policies & Methods
- Resources & Capabilities
- Coordinate Activities
- Risks & Issues
- Improvement
- Individual Design Activities
- Plan Design
- Coordinate Design
- Monitor Design
- Review & Handoff
- Triggers, Inputs & Outputs
- Relationships
- Critical Success Factors
- Challenges & Risks
- Design Coordination Summary
Lesson: Service Catalog Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Service Catalog Views
- Activities
- Agree & Document Service Definition
- Interface with Service Portfolio Management
- Produce & Maintain Service Catalog
- Interfacing
- Triggers, Inputs & Outputs
- Relationships
- Critical Success Factors
- Challenges & Risks
- Summary
Lesson: Service Level Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Activities of Service Level Management
- Overview of Service Level Management Process
- SLA Frameworks
- SLRs & SLAs
- SLA Monitoring
- Service Level Agreement Monitoring Chart
- Improving Customer Satisfaction
- Managing Underpinning Agreements
- Service Reporting
- Service Improvement Plan (SIP)
- Managing & Revising SLAs and UCs
- Contacts & Relationships
- Feedback
- Triggers, Inputs & Outputs
- Service Level Management Relationships
- Critical Success Factors
- Challenges & Risks
- Service Level Management Summary
Lesson: Availability Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Activities
- Reactive Activities
- Monitoring
- Measurement
- Analysis
- Expanded Incident Lifecycle
- Service Failure Analysis (SFA)
- SFA Structure
- Reporting
- Proactive Activities
- Determine Availability Requirements
- Availability Design Concepts
- Design for Availability
- Failure Analysis
- Risk Analysis & Management
- Triggers, Inputs & Outputs
- Relationships
- Critical Success Factors
- Challenges & Risks
- Availability Management Summary
Lesson: Capacity Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Activities
- Sub-Process Areas
- Underpinning Activities
- Tuning & Optimisation
- Performance Tuning
- Threshold Management & Control
- Demand Management
- Modeling & Trending
- Application Sizing
- Triggers, Inputs & Outputs
- Relationships
- Critical Success Factors
- Challenges & Risks
- Capacity Management Summary
Lesson: IT Service Continuity Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Activities
- Initiation
- Requirements & Strategy
- Business Impact Analysis
- Risk Analysis
- Strategy
- Implementation
- On-going Operation
- Triggers, Inputs & Outputs
- Relationships
- CSFs
- Challenges & Risks
- IT Service Continuity Summary
Lesson: Information Security Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Security Management Framework
- Activities
- Information Security Process
- Establish Information Security Policy
- Enforce Security Policy
- Assess & Classify Information Assets
- Security Controls & Risk Assessment
- Monitor & Manage Security Breach
- Analyse, Report & Reduce impact
- Conduct Security Reviews & Audits
- Triggers, Inputs & Outputs
- Relationships
- CSFs
- Challenges & Risks
- Information Security Management Summary
Lesson: Supplier Management
- Introduction
- Purpose, Goals & Objectives
- Scope
- Value to the Business
- Concepts
- Activities
- Evaluate New Suppliers & Contracts
- Supplier Evaluation
- Contract Evaluation
- Categorise Suppliers & Maintain SCMIS
- Supplier Categorisation Matrix
- Establish New Suppliers & Contracts
- Manage Supplier & Contract Performance
- Renew/Terminate Contracts
- Triggers, Inputs & Outputs
- Relationships
- CSFs
- Challenges & Risks
- Supplier Management Summary
Lesson: Service Design Processes Summary
- Service Design Process Summary
- Checkpoint
- Module 4 Review
Lesson: Technology-Related Activities
- Technology-Related Areas
- Requirements Engineering
- Requirement Types
- Functional Requirements
- Management & Operational Requirements
- Usability Requirements
- Investigation Techniques
- Issues
- Documenting Requirements
- Requirements Catalog
- Outsourcing Requirements
- Data & Information Management
- Key Factors in Data Management
- Scope of Data Management
- Activities of Data Management
- Application Management
- Application & Service Portfolios
- Application Frameworks
- Design of Applications
- Design Patterns
- Other Concepts
Lesson: Organising for Service Design
- Who Does What to Whom?
- The RACI Model
- Functional Roles Analysis
- Activity Analysis
- Generic Roles & Responsibilities
- Service Owner
- Process Owner
- Process Manager
- Process Practitioner
- Service Design Roles & Responsibilities
- Service Design Manager
- IT Planner
- IT Designer/Architect
- Design Coordination
- Service Catalog Management
- Service Level Management
- Availability Management
- IT Service Continuity Management
- Capacity Management
- Security Management
- Supplier Management
Lesson: Implementing Service Design
- Implementation Considerations
- Implementation Steps
- Establish High-Level Objectives
- Assess Current Capabilities
- Determine Measureable Targets
- Implement Process Improvement
- Implement Measurement Framework
- Review & Improve
Lesson: Technology, Organisation & Implementation Summary
- Technology, Organisation & Implementation Summary
- Checkpoint
- Module 5 Review
- Course Closure
The course syllabus covers the management-level concepts and core information of the activities and techniques within service design, but not specific details about each of the supporting processes.
The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to:
Before attending this course, students must have attended and achieved the ITIL® Foundation and Exam qualification. Proof will need to be provided before attending the course. Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
- ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)
- Introduction to service design
- Service design principles
- Service design processes
- Service design technology-related activities
- Organising for service design
- Technology considerations
- Implementation and improvement of service design
- Challenges, critical success factors and risks
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