GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.
This Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.
In This Course You Will Learn:
- Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
- Describe basic Service Design Principles: Understand the common principles and guidelines that will influence the performance of SD processes, including service requirements, business requirements and drivers; requirement types and their management techniques; the principles and the five aspects of service design; business service management and service-oriented architectures; service design models
- Review Service Design Processes: Understand the managerial and supervisory aspects of the SD processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes, challenges, critical success factors and risks within each of the processes. The processes include:
- Design Coordination
- Service Catalog Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Explore Technology and Implementation Considerations: Understand the role of technology to Service Design and explore concepts that have great impact on SD process implementation and service design activities
ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Service Design certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publications.