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Overview

The ITIL Intermediate – Service Design course focuses on the design aspect of IT services. It is one of the certificates of the ITIL Service Lifecycle.   It is a comprehensive course that will give learners practical guidance on the core concepts and management principles required to design new IT services or modify the existing services. The SD module focuses on holistic design requirements which are related to people and processes, technology and governance.

The ITIL Intermediate – Service Design course will discuss the processes, policies, architecture and documentation to enable individuals to apply design services required to meet the needs of the programme or organisation. Learners will gain an understanding of key roles and organisational capabilities of Service Design.

Service Design is no limited in scope. It is related to new services and includes the improvements and changes necessary to maintain or increase value to customers in the lifecycle of services. The Service Design module is worth 3 credits and learners must go onto achieve the minimum of 17 credits required before reaching the final step of ITIL Expert Level. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of the ITIL Intermediate – Service Design course.

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Study 365 offers hundreds of online courses to students across the world. Gaining new skills has never been this easy as many of our courses are open to students with little or no qualifications or previous experience. All the courses are up-to-date, relevant, affordable, and will build on existing expertise or give you a jump-start to a new career. The courses are meticulously designed and equals what is offered in a classroom setting. With a solid reputation that has established and made us made us one of the most trusted and reliable online course providers we offer the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in your chosen career. You can learn at your own pace at Study 365 and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules, interactive quizzes and free resources which include Free CV writing pack, free career support and course demo to make your learning experience enriching and more rewarding.

Learning Outcomes

  • Gain an understanding of service design.
  • Learn about the service design processes.
  • Understand how to organise for service design functions.
  • Learn about the service design principles.
  • Gain an understanding of the common service design activities.
  • Understand the relationship between service, application, data architecture and infrastructure.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?

  • The course is suitable for Capacity Manager.
  • Service Level Manager.
  • Business Continuity Manager.
  • Service Portfolio Manager.
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.

Entry Requirements

  • The course requires that learners have an understanding of the ITIL Foundation course.

Method of Assessment

At the end of the ITIL Intermediate – Service Design course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Please Note: Additionally, £210 is charged for the official exam and you are required to pay this when you are ready to face your examination.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate – Service Design.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL Intermediate – Service Design you will be qualified to work in the following positions. The ITIL Intermediate – Service Design qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Operations Manager – (average UK yearly salary: £45,428)
  • IT Security Manager – (average UK yearly salary: £50,473)
  • Business Continuity Manager – (average UK yearly salary: £45,959)
  • Release Manager – (average UK yearly salary: £39,663
  • Service Portfolio Manager – (average UK yearly salary: £55,043)

Other Jobs you can get

  • Capacity Manager
  • Supplier Relationship Manager

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ Module 01: Course Introduction – Vo
Course Introduction
Course Introduction 00:00:00
1.0 Lesson: Course Organization
Course Organization 00:00:00
1.1 Welcome to the Course 00:00:00
1.2 Mentoring Community Introductions 00:00:00
1.3 Why Are You Here? 00:00:00
1.4 Using Bloom’s Taxonomy 00:00:00
1.5 What do you Expect? 00:00:00
1.6 Housekeeping Online 00:00:00
2.0 Lesson: Course Conventions & Agenda
Course Conventions & Agenda 00:00:00
2.1 Conventions Used 00:00:00
2.2 Quizzes & Exercises 00:00:00
2.3 ITIL Qualification Scheme 00:00:00
2.4 ITIL Intermediate Exam 00:00:00
2.5 Getting Started with an Online Class 00:00:00
2.6 Chapter 01 Review 00:00:00
➤ Module 02: Service Design
1.0 Lesson: Introduction To Service Design
Introduction to Service Design 00:00:00
1.1 Service Design & the Service Lifecycle 00:00:00
1.2 Managing Across the Lifecycle 00:00:00
1.3 Purpose, Goals & Objectives of Service Design 00:00:00
1.4 Scope of Service Design 00:00:00
1.5 Value of Service Design 00:00:00
1.6 The Context of Service Design 00:00:00
1.7 Service Solution Design 00:00:00
1.8 Balanced Design 00:00:00
2.0 Lesson: Service Design Principles
Service Design Principles 00:00:00
2.1 Principles of Service Design 00:00:00
2.2 Service Design Package 00:00:00
2.3 Requirements 00:00:00
2.4 Management Systems 00:00:00
2.5 Architecture & Technology Design 00:00:00
2.6 Process Design 00:00:00
2.7 Measurement Design 00:00:00
2.8 Service-Oriented Architecture 00:00:00
2.9 Selecting Service Design Models 00:00:00
2.10 Service Provider Models 00:00:00
2.11 Service Design Implementation Consideration 00:00:00
2.12 Service Design Technology & Design 00:00:00
2.13 Business Impact Analysis 00:00:00
2.14 Service Level Requirements 00:00:00
2.15 Service & Process Risks 00:00:00
2.16 Service Implementation 00:00:00
2.17 Service Measures 00:00:00
2.18 Service Design Challenges & Risks 00:00:00
2.19 Service Design Challenges 00:00:00
2.20 Service Design Risks 00:00:00
2.21 Service Design Critical Success Factors 00:00:00
3.0 Lesson: Service Design Summary
Service Design Summary 00:00:00
3.1 Service Design Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 Chapter 02 Review 00:00:00
➤ Module 03: Service Design Activities
1.0 Lesson: Introduction To Design Activities
Introduction to Design Activities Part 1 00:00:00
Introduction to Design Activities Part 2 00:00:00
Introduction to Design Activities Part 3 00:00:00
1.1 Design Activities 00:00:00
2.0 Lesson: 5-Aspects Of Service Design
5-Aspects of Service Design 00:00:00
2.1 Five Aspects of Service Design 00:00:00
2.2 Gather Requirements 00:00:00
2.3 Designing Service Solutions 00:00:00
2.4 Design Considerations 00:00:00
2.5 Design Supporting Management Systems 00:00:00
2.6 Support Systems 00:00:00
2.7 Service Portfolio 00:00:00
2.8 Service Portfolio Contents 00:00:00
2.9 Design Architecture & Support Technology 00:00:00
2.10 Enterprise Architecture 00:00:00
2.11 Technology Management 00:00:00
2.12 Design Support Process 00:00:00
2.13 Design Measurement Systems 00:00:00
2.14 Metrics Tree 00:00:00
3.0 Lesson: Subsequent Design Activities
Subsequent Design Activities 00:00:00
3.1 Subsequent Design Activities 00:00:00
3.2 Evaluate Alternate Solutions 00:00:00
3.3 Procure Preferred Solution 00:00:00
3.4 Develop Service Solution 00:00:00
3.5 Service Design Package 00:00:00
3.6 Design Constraints 00:00:00
4.0 Lesson: Service Design Activities Summary
Service Design Activities Summary 00:00:00
4.1 Service Design Activities Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 03 Review 00:00:00
➤ Module 04: Service Design Processes
1.0 Lesson: Design Coordination
Design Coordination 1 00:00:00
Design Coordination 2 00:00:00
Design Coordination 3 00:00:00
1.1 Introduction to Design Coordination 00:00:00
1.2 Purpose, Goals & Objectives 00:00:00
1.3 Scope 00:00:00
1.4 Value to the Business 00:00:00
1.5 Concepts 00:00:00
1.6 Activities 00:00:00
1.7 Design Coordination Overview 00:00:00
1.8 Overall SD Lifecycle Activities 00:00:00
1.9 Policies & Methods 00:00:00
1.10 Resources & Capabilities 00:00:00
1.11 Coordinate Activities 00:00:00
1.12 Risks & Issues 00:00:00
1.13 Improvement 00:00:00
1.14 Individual Design Activities 00:00:00
1.15 Plan Design 00:00:00
1.16 Coordinate Design 00:00:00
1.17 Monitor Design 00:00:00
1.18 Review & Handoff 00:00:00
1.19 Triggers, Inputs & Outputs 00:00:00
1.20 Relationships 00:00:00
1.21 Critical Success Factors 00:00:00
1.22 Challenges & Risks 00:00:00
1.23 Design Coordination Summary 00:00:00
2.0 Lesson: Service Catalog Management
Service Catalog Management 00:00:00
2.1 Introduction 00:00:00
2.2 Purpose, Goals & Objectives 00:00:00
2.3 Scope 00:00:00
2.4 Value to the Business 00:00:00
2.5 Concepts 00:00:00
2.6 Service Catalog Views 00:00:00
2.7 Activities 00:00:00
2.8 Agree & Document Service Definition 00:00:00
2.9 Interface with Service Portfolio Management 00:00:00
2.10 Produce & Maintain Service Catalog 00:00:00
2.11 Interfacing 00:00:00
2.12 Triggers, Inputs & Outputs 00:00:00
2.13 Relationships 00:00:00
2.14 Critical Success Factors 00:00:00
2.15 Challenges & Risks 00:00:00
2.16 Summary 00:00:00
3.0 Lesson: Service Level Management
Service Level Management 00:00:00
3.1 Introduction 00:00:00
3.2 Purpose, Goals & Objectives 00:00:00
3.3 Scope 00:00:00
3.4 Value to the Business 00:00:00
3.5 Concepts 00:00:00
3.6 Activities of Service Level Management 00:00:00
3.7 Overview of Service Level Management Process 00:00:00
3.8 SLA Frameworks 00:00:00
3.9 SLRs & SLAs 00:00:00
3.10 SLA Monitoring 00:00:00
3.11 Service Level Agreement Monitoring Chart 00:00:00
3.12 Improving Customer Satisfaction 00:00:00
3.13 Managing Underpinning Agreements 00:00:00
3.14 Service Reporting 00:00:00
3.15 Service Improvement Plan (SIP) 00:00:00
3.16 Managing & Revising SLAs and UCs 00:00:00
3.17 Contacts & Relationships 00:00:00
3.18 Feedback 00:00:00
3.19 Triggers, Inputs & Outputs 00:00:00
3.20 Service Level Management Relationships 00:00:00
3.21 Critical Success Factors 00:00:00
3.22 Challenges & Risks 00:00:00
3.23 Service Level Management Summary 00:00:00
4.0 Lesson: Availability Management
Availability Management 00:00:00
4.1 Introduction 00:00:00
4.2 Purpose, Goals & Objectives 00:00:00
4.3 Scope 00:00:00
4.4 Value to the Business 00:00:00
4.5 Concepts 00:00:00
4.6 Activities 00:00:00
4.7 Reactive Activities 00:00:00
4.8 Monitoring 00:00:00
4.9 Measurement 00:00:00
4.10 Analysis 00:00:00
4.11 Expanded Incident Lifecycle 00:00:00
4.12 Service Failure Analysis (SFA) 00:00:00
4.13 SFA Structure 00:00:00
4.14 Reporting 00:00:00
4.15 Proactive Activities 00:00:00
4.16 Determine Availability Requirements 00:00:00
4.17 Availability Design Concepts 00:00:00
4.18 Design for Availability 00:00:00
4.19 Failure Analysis 00:00:00
4.20 Risk Analysis & Management 00:00:00
4.21 Triggers, Inputs & Outputs 00:00:00
4.22 Relationships 00:00:00
4.23 Critical Success Factors 00:00:00
4.24 Challenges & Risks 00:00:00
4.25 Availability Management Summary 00:00:00
5.0 Lesson: Capacity Management
Capacity Management 00:00:00
5.1 Introduction 00:00:00
5.2 Purpose, Goals & Objectives 00:00:00
5.3 Scope 00:00:00
5.4 Value to the Business 00:00:00
5.5 Concepts 00:00:00
5.6 Activities 00:00:00
5.7 Sub-Process Areas 00:00:00
5.8 Underpinning Activities 00:00:00
5.9 Tuning & Optimization 00:00:00
5.10 Performance Tuning 00:00:00
5.11 Threshold Management & Control 00:00:00
5.12 Demand Management 00:00:00
5.13 Modeling & Trending 00:00:00
5.14 Application Sizing 00:00:00
5.15 Triggers, Inputs & Outputs 00:00:00
5.16 Relationships 00:00:00
5.17 Critical Success Factors 00:00:00
5.18 Challenges & Risks 00:00:00
5.19 Capacity Management Summary 00:00:00
6.0 Lesson: It Service Continuity Management
6.1 Introduction 00:00:00
6.2 Purpose, Goals & Objectives 00:00:00
6.3 Scope 00:00:00
6.4 Value to the Business 00:00:00
6.5 Concepts 00:00:00
6.6 Activities 00:00:00
6.7 Initiation 00:00:00
6.8 Requirements & Strategy 00:00:00
6.9 Business Impact Analysis 00:00:00
6.10 Risk Analysis 00:00:00
6.11 Strategy 00:00:00
6.12 Implementation 00:00:00
6.13 On-going Operation 00:00:00
6.14 Triggers, Inputs & Outputs 00:00:00
6.15 Relationships 00:00:00
6.16 CSFs 00:00:00
6.17 Challenges & Risks 00:00:00
6.18 IT Service Continuity Summary 00:00:00
7.0 Lesson: Information Security Management
Information Security Management 00:00:00
7.1 Introduction 00:00:00
7.2 Purpose, Goals & Objectives 00:00:00
7.3 Scope 00:00:00
7.4 Value to the Business 00:00:00
7.5 Concepts 00:00:00
7.6 Security Management Framework 00:00:00
7.7 Activities 00:00:00
7.8 Information Security Process 00:00:00
7.9 Establish Information Security Policy 00:00:00
7.10 Enforce Security Policy 00:00:00
7.11 Assess & Classify Information Assets 00:00:00
7.12 Security Controls & Risk Assessment 00:00:00
7.13 Monitor & Manage Security Breach 00:00:00
7.14 Analyze, Report & Reduce Impact 00:00:00
7.15 Conduct Security Reviews & Audits 00:00:00
7.16 Triggers, Inputs & Outputs 00:00:00
7.17 Relationships 00:00:00
7.18 CSFs 00:00:00
7.19 Challenges & Risks 00:00:00
7.20 Information Security Management Summary 00:00:00
8.0 Lesson: Supplier Management
Supplier Management 00:00:00
8.1 Introduction 00:00:00
8.2 Purpose, Goals & Objectives 00:00:00
8.3 Scope 00:00:00
8.4 Value to the Business 00:00:00
8.5 Concepts 00:00:00
8.6 Activities 00:00:00
8.7 Evaluate New Suppliers & Contracts 00:00:00
8.8 Supplier Evaluation 00:00:00
8.9 Contract Evaluation 00:00:00
8.10 Categorize Suppliers & Maintain SCMIS 00:00:00
8.11 Supplier Categorization Matrix 00:00:00
8.12 Establish New Suppliers & Contracts 00:00:00
8.13 Manage Supplier & Contract Performance 00:00:00
8.14 Renew/Terminate Contracts 00:00:00
8.15 Triggers, Inputs & Outputs 00:00:00
8.16 Relationships 00:00:00
8.17 CSFs 00:00:00
8.18 Challenges & Risks 00:00:00
8.19 Supplier Management Summary 00:00:00
9.0 Lesson: Service Design Processes Summary
Service Design Processes Summary 00:00:00
9.1 Service Design Process Summary 00:00:00
9.2 Checkpoint 00:00:00
9.3 Chapter 04 Review 00:00:00
➤ Module 05: Technology, Organization, And Implementation – Vo
1.0 Lesson: Technology-Related Activities
Technology-Related Activities Part 1 00:00:00
Technology-Related Activities Part 3 00:00:00
Technology-Related Activities Part 3 00:00:00
1.1 Technology-Related Areas 00:00:00
1.2 Requirements Engineering 00:00:00
1.3 Requirement Types 00:00:00
1.4 Functional Requirements 00:00:00
1.5 Management & Operational Requirements 00:00:00
1.6 Usability Requirements 00:00:00
1.7 Investigation Techniques 00:00:00
1.8 Issues 00:00:00
1.9 Documenting Requirements 00:00:00
1.10 Requirements Catalog 00:00:00
1.11 Outsourcing Requirements 00:00:00
1.12 Data & Information Management 00:00:00
1.13 Key Factors in Data Management 00:00:00
1.14 Scope of Data Management 00:00:00
1.15 Activities of Data Management 00:00:00
1.16 Application Management 00:00:00
1.17 Application & Service Portfolios 00:00:00
1.18 Application Frameworks 00:00:00
1.19 Design of Applications 00:00:00
1.20 Design Patterns 00:00:00
1.21 Other Concepts 00:00:00
2.0 Lesson: Organizing For Service Design
Organizing for Service Design 00:00:00
2.1 Who Does What to Whom? 00:00:00
2.2 The RACI Model 00:00:00
2.3 Functional Roles Analysis 00:00:00
2.4 Activity Analysis 00:00:00
2.5 Generic Roles & Responsibilities 00:00:00
2.6 Service Owner 00:00:00
2.7 Process Owner 00:00:00
2.8 Process Manager 00:00:00
2.9 Process Practitioner 00:00:00
2.10 Service Design Roles & Responsibilities 00:00:00
2.11 Service Design Manager 00:00:00
2.12 IT Planner 00:00:00
2.13 IT Designer/Architect 00:00:00
2.14 Design Coordination 00:00:00
2.15 Service Catalog Management 00:00:00
2.16 Service Level Management 00:00:00
2.17 Availability Management 00:00:00
2.18 IT Service Continuity Management 00:00:00
2.19 Capacity Management 00:00:00
2.20 Security Management 00:00:00
2.21 Supplier Management 00:00:00
3.0 Lesson: Implementing Service Design
Implementing Service Design 00:00:00
3.1 Implementation Considerations 00:00:00
3.2 Implementation Steps 00:00:00
3.3 Establish High-Level Objectives 00:00:00
3.4 Assess Current Capabilities 00:00:00
3.5 Determine Measurable Targets 00:00:00
3.6 Implement Process Improvement 00:00:00
3.7 Implement Measurement Framework 00:00:00
3.8 Review & Improve 00:00:00
4.0 Lesson: Technology, Organization & Implementation Summary
Technology, Organization & Implementation Summary 00:00:00
4.1 Technology, Organization & Implementation Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 05 Review 00:00:00
4.4 Course Closure 00:00:00

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