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ILSD: ITIL Intermediate Module - Service Design

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RM 3500.00
  1. 32 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation

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  1. 4 Days

ILSD: ITIL Intermediate Module - Service Design

INTRODUCTION

The intermediate level ITIL® v3 (version 3) Service Lifecycle Module Service Design offers candidates the ability to specialize in one of the five stages of the service lifecycle.

This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based in ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management cycle, along with technology and implementation considerations.

PREREQUISITES

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.

AUDIENCE

The course ITIL v3 Lifecycle Module Service Design is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service design stage of the ITIL v3 service lifecycle.

Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 3 credits by passing the optional exam.

METHODOLOGY

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise

COURSE OBJECTIVES

Upon completion of this program, participants should be able to:

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Service design technology related activities
  • Organization and technology for service design
  • Understanding implementation approaches, challenges, critical success factors and risks

Expand All

Modules

Introduction
  • The concept of Service Management as a practice
  • The concept of Service ,its value proposition and composition
  • The concepts of Function, Process and Role
  • The purpose, goals and objectives of Service Design
  • The scope of Service Design
  • The business value
  • The content and use of the Service Design Package
  • Appendix A
  • The content and use of Service Acceptance Criteria


Service Design Principles
  • Service Design principles and service composition
  • The importance and approach to balanced design
  • Service requirement ,business requirement and drivers
  • Design activities and constraints
  • The principles and the five aspects of Service Design to the management of:
    • Service Design processes
    • Context
    • Designing service solutions
    • Designing supporting system, especially the Service Portfolio Designing technology architectures
    • Designing processes
    • Designing measurement systems and metrics
  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
  • Service Design models

Exercise - Service Design Principles Management 1


Service Design Processes
  • The activities and techniques , but not the detailed process steps ,for the following processes:
    • Service Catalog Management
    • Service Level Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
  • The principles and the five aspects of Service Design

Exercise

    • Service Catalog Management 1
    • Service Level Management 1
    • Capacity Management 1
    • Availability Management 1
    • ITSC Management 1
    • Security Management 1
    • Supplier Management 1


Service Design Technology Related Activities
  • Requirement types and manage activities and techniques within requirement Engineering
  • The activities and techniques within Data and Information Management
  • Activities and techniques associated with Application Management


Organizing For Service Design
  • Functional roles analysis and RACI
  • The roles and responsibilities within Service Design

Exercise - Roles and Responsibilities 1


Consideration Of Technology
  • The types of tools that would benefit Service
  • Design Requirement for Service Management tools
Implementation And Improvement Of Service Design
  • The Service Design issues relating to:
    • Business impact Analysis , Service Level Requirement and risks
  • The six-stage implementation approach
  • Measurement through Critical Success Factors and Key Performance Indicators
  • Prerequisites for success and risks affecting Service Design activities and processes

Exercise – Improvement 1


Noordin Bin Aboo Talib Khalid

Noordin Bin Aboo Talib Khalid

Noordin Aboo Talib Khalid has over 13 years of working experience in Information Communication Technology (ICT) industry, especially in automotive manufacturing and logistic areas. He specializes in ITIL (Expert), Cobit, Prince2 and ISO20000

He has an analytical, professional skill with strong result oriented work ethic and emphasis on strategic planning and decision-making. He has experienced in large system development work including managing a complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues, anticipates strategic project requirements, migration, development and risks, and is able to communicate effectively with all levels of professionals within the organization.


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Aaron Ho Khong

Aaron Ho Khong

Aaron Ho is certified in ITIL V3 Intermediate, Prince2 Practitioner and Project Management Professional PMP). He has over 14 years of working experience in the information and communication technology industry specializing in Telecom Value Added Services Management, Contact Center Management and IT Service Management.He has good analytical and business acumen skills which helps him to better understand business needs and identify opportunities. He is result oriented with good work ethics and is able to translates business goals into project/program requirements and engages the stakeholders to obtain expertizes, resources and support.His emphasis is on strategic planning, decision-making, negotiating, balancing competing business issues, anticipating strategic project requirements, migration, development and risks. He communicates effectively with all levels of professionals within the organization. Read More

Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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