Second in order within the Lifecycle stream, this course addresses the processes associated with the Service Design phase including Availability, Capacity, Service Continuity, Service Level Management and Information Security Management amongst others.

It also addresses the design of services as a discipline in its own right. The main concern is ensuring that the service will actually deliver the right functionality, at the right level of cost, to the right customer.

Credits
Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.

Who Should Attend
The course is suitable for individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle or work on Service Design as part of their role within the ITSM function. It also offers a natural career development path for anyone who holds the ITIL Foundation Certificate.

Pre-requisites
Delegates are required to hold the ITIL Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT

COURSE OVERVIEW

During the course, you will obtain knowledge on:

The importance of Service Management as a Practice concept & Service Design Principles, Purpose & Objectives

How all ITIL Service Design processes interact with other Service Lifecycle Processes

How all the processes in the ITIL Release, Control and Validation interact with the other Service Lifecycle Processes

The sub-processes, activities, methods and functions used in each of the ITIL Service Design Processes, and how to use them to achieve operational excellence

How to measure ITIL Service Design

The Technology and implementation considerations surrounding ITIL Service Design

Challenges, Critical Success Factors and Risks associated to ITIL Service Design

There is plenty of opportunity to practice the application of these topics using a case study during the course

COURSE TOPICS

INTRODUCTION TO SERVICE DESIGN
The concepts and terminology in the field of Service Design

SERVICE DESIGN PRINCIPLES

SERVICE DESIGN PROCESSES
The managerial and supervisory aspects of the the ITIL processes covered in the Service Design stage.

SERVICE DESIGN TECHNOLOGY RELATED ACTIVITIES
The management of technology related activities commonly performed in the Service Design stage.

ORGANISING FOR SERVICE DESIGN
The managerial and supervisory aspects associated with the Service Design roles, responsibilities and capabilities.

TECHNOLOGY CONSIDERATIONS

IMPLEMENTATION AND IMPROVEMENT OF SERVICE DESIGN

APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers

Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken