ITIL® Lifecycle – Service Design (SD)

Introduction to Service Design

• Purpose, goals and objectives of service design
• Scope of service design
• Business value
• The context of service design in the ITIL service lifecycle
• Service design inputs and outputs and the contents of the service design package
• The contents and use of service acceptance criteria

Service Design Principles

• Design service solutions related to a customer’s needs
• Design and utilize the service portfolio to enhance business value
• The measurement systems and metrics
• Service design models to accommodate different service solutions  

Service Design Processes

• Design Coordination
• Service Catalog Management
• Service Level Management
• Supplier Management
• Availability Management
• Capacity Management
• IT service Continuity Management (ITSCM)
• Information Security Management (ISM)

Service Transition

• The service design activities and techniques within requirements engineering
• The service design activities and techniques within data and information management 
• The service design activities and techniques associated with application management  

Optimizing for Service Design

• Functional roles analysis
• How to design, implement and populate a RACI diagram
• The functions within service design
• The service design roles and responsibilities, and the use of them

Technology Considerations

• The types of tools that support service design
• Service design related service management tools
• Requirements for service management tools
• Where and how they would be used
• The benefits of using these tools   

Implementation and Improvement of Service Design

• The service design issues relating to business impact analysis, service level requirements and risks
• The six‐stage implementation approach
• Measurements of service design, a prerequisite for success

Challenges, Critical Success Factors & Risks

• Challenges facing by service design
• Risks facing by service design
• How critical success factors and key performance indicators contribute to service design

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

Details:

• Number of Questions: 8
• Passing Score: 70%
• Duration: 90 minutes
• Format: multiple choice, scenario-based and gradient scored
• Students must present an ITIL 2011 Foundation or V2 Foundation plus Bridge Certificate before taking the exam. 

Phoenix TS is an authorized testing center for Pearson VUE & Prometric exams. Register for the exam by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757.