The Information Technology Infrastructure Library (ITIL®) has become the de-facto best practice standard for the provision of high quality IT services worldwide. It provides guidance to customers of Information Technology services on what they should demand, and for IT organizations the various publications identify what should be provided and how to maximize efficiency and effectiveness.
The Office of the Government Commerce commissioned a program to review the best practice framework in 2005. The result was the launch of five core books in May 2007, referred to as ITIL® V3, for the practice of Service Management in Information Technology.
The 3-day ITIL® V3 Service Design course is an independent certification and also prepares the candidate for the Managing Across the Lifecycle and ITIL® Expert certifications. This course covers Design principles, processes, common activities, supporting technology, functions and roles, and implementation issues. Of particular interest will be the identification of the Business Value of IT Services.
The course syllabus covers the management and control of the activities and techniques within Service Design, but not the detail of each of the supporting processes. Further detail on these processes is provided in the ITIL® Release, Control and Validation course.
Participants will gain practical skills at an analytical level in the following areas:
The main target group includes, but is not limited to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of design activities.
This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.
At the end of the course, participants will write ITIL® Intermediate Planning, Protection and Optimization examination. This is an eight question, scenario based, multiple choice exam in which delegates are required to score 70% to be awarded ITIL® Intermediate Certificate in Planning, Protection and Optimization.
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.
Introduction to Service Design
Service Design Principles
Service Design Processes
Service Design Technology Activities
Organizing for Service Design
Service Design Technology, Implementation and Improvement
Wrap Up, mock and exam