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ITIL® V3 Service Lifecycle – Service Design
Duration: 3 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310470
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
• Complete the pre-course work which includes reading the Key Element Guide Service Design. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Service Design
• Understand the strategy of differentiating value-creation and articulate all the benefits to the
business that result from efficient Service Design
• Service Acceptance Criteria and how to use them to create value
• The contents and use of Service Design Packages
• The underpinning processes, functions and assets that link business value to IT services
• The fundamental aspects of Service Design
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
• The interaction of Service Design processes
• The flow of Service Design as it relates to the business and customer
• The five Design Aspects and how they are incorporated into the Service Design process
Service Design technology related activities
• Requirements engineering in the design process and utilizing the three types of requirements as
identified for any system; Functional, Management/Operations and Usability
• The design of technical architectures for Data and Information Management, and Application
Management
Organizing for Service Design
• How to design, implement and populate a RACI diagram for any process that is within the scope of
IT Service Management
• The Service Design roles and responsibilities, where and how they are used and how a Service
Design organization would be structured to use these roles
Consideration of Technology
• Service Design related Service Management tools, where and how they would be used
• The benefits and types of tools that support Service Design
Implementation and improvement of Service Design
• The creation, implementation and use of Critical Success Factors and Key Performance Indicators
as ways to improve designed services
• The six-stage implementation/improvement cycle and how the activities in each stage of the cycle
are applied
• How Business Impact Analysis, Service Level Requirements and risk assessment can affect
service design solutions
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