Class Details

Price: $2,750

GSA Eligible

5-Day Course Includes:

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  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Course retake option
  • Exam Voucher
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon - *only at participating locations

Course Outline


  • Processes
  • Service Design’s Purpose, Value and Obejectives
  • Lifecycle within Context of PPO
  • SD Scope and Flow
  • Service and Business Requirements
  • Business Drivers
  • SD Business Value
  • SD as Comprehensive and Integrated
  • SD Policy, Direction and Strategy
  • Design Performance Optimization
  • Design Coordination Process Purpose, Objectives, Scope and Business Value  

Managing Demand

  • Objectives, Purpose and Scope
  • The Business Value of Demand Management
  • Basic Concepts, Principles and Policies
  • Best Practices for Demand Management
  • Inputs, Outputs and Triggers
  • Processing Interfaces
  • Managing Information
  • CSFs and KPIs
  • Common Risks and Challenges
  • Roles and Responsibilities

Managing Capacity

  • Purpose, Objectives and Scope
  • Business Value of Capacity Management
  • Basic Concepts Principles and Policies
  • Common Techniques
  • Inputs, Outputs and Triggers
  • Common Process Interfaces
  • Information Management within Capacity Management
  • CSFs and KPIs
  • Typical Risks and Challenges
  • Roles and Responsibilities

Managing Availability

  • Objectives, Purpose, Scope and Business Value of Availability Management
  • Concepts, Principles and Policies
  • Critical Business Functions
  • Common Methods for Managing Availability
  • Inputs, Outputs and Triggers
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • The Challenges, Risks, Roles and Responsibilities

IT Service Continuity Management (ITSCM)

  • Objectives, Purpose and Scope
  • ITSCM Business Value
  • Basic Policies Principles and Activities
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Risks, Challenges, Roles and Responsibilities

Managing InfoSec  

  • ISM Scope, Objectives and Value
  • ISM Policies, Techniques and Triggers
  • Interfaces for Process
  • Information Management
  • CSFs and KPIs
  • Common Roles and Challenges of ISM

Considerations for Technology and Implementation

  • Best Practices for Implementation
  • Common Technology Requirements for SD
  • Architectures for Management and Technology
  • SD Tools and Technology
  • Service Management Tools – Planning for and Implementing
  • Risks, Challenges and CSFs

Class Exam

You can use the ITIL Intermediate voucher on any ITIL Lifecycle or Capability exam.


  • Number of Questions: 8
  • Passing Score: 70% (28/40)
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Delivery: Pearson VUE


  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Roles and Responsibilities of Planning, Protection and Optimization
  • Considerations for Technology and Impementation

Phoenix TS is an authorized testing center for Pearson VUE and Prometric exams. To register for exams visit the Pearson VUE or Prometric websites or call us at (240) 667-7757. 


Register for Class

Date Location
09/23/19 - 09/27/19, 5 days, 8:30AM – 4:30PM Tysons Corner, VA Register
09/30/19 - 10/04/19, 5 days, 8:30AM – 4:30PM Columbia, MD Register
09/30/19 - 10/04/19, 5 days, 8:30AM – 4:30PM Online Register