Course objectives
  • Providing the comprehensive knowledge and practical guidance regarding the management principals and core concepts required to design new or modify existing IT services
  • In-depth understanding of the ITIL® best practices, described in ITIL® Service Design publication, needed to design new or changed services, technology and architecture, measurement methods and metrics, processes, and service management systems and tools
  • Understanding the relation between business value and service design
Training scope
  • Understanding of the main concepts of the service design stage: service value, service requirements, aspects of service design, 4P, service catalogue, service design package etc.
  • In-depth review of the key processes needed to support service design stage, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Design Coordination, Service Catalogue Management, Service Level Management, Supplier Management, Capacity Management, Availability Management, Information Service Security Management, IT Service Continuity Management
  • Technology and implementation consideration for the Service Design phase
  • Mock exam and accredited exam
Prerequisites

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
Audience

CIOs, Service Level Managers, Service Delivery Managers, Supplier Managers, Service owners, IT security managers, Capacity Managers, other managers and supervisory staff, all IT staff involved in service design activities

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Mix of instructor led training (75%) and hands-on exercises (25%)
Exam
  • Exam is obligatory
  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90/120 mins.

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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AgilePM® is a registered trademark of Agile Business Consortium Limited.
All AgilePM® Courses are offered by Sii, an Affiliate of Quint Wellington Redwood, an Accredited Training Organization of The APM Group Ltd.
Lean IT® Association is a registered trademark of the Lean IT Association LLC. All rights reserved. Sii is an Affiliate of Accredited Training OrganizationQuint Wellington Redwood.
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