ITIL Service Design Course (Intermediate Lifecycle)

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The Service Design (SD) module is one of the certifications within the ITIL® Service Lifecycle work stream. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or programme. The design process is vital to the continued improvement and development of services within the IT lifecycle and this module will also teach you techniques required to develop, manage and integrate service design into the IT Service management process. The course introduces the purpose, principles and processes of service design and will also teach you how to organize and implement this as part of overall service management as well as providing guidance on technology-related activities and considerations. It also demonstrates how service design relates to the other stages of the ITIL Service Lifecycle. The course covers management and control of activities and techniques that are documented in the ITIL Service Design publication, but it does not provide the full detail of each supporting process. Good service design can improve the alignment of IT with the overall business and user needs and the certification will illustrate the importance of designing consistent service design practices in order to achieve this. The Service Design module provides guidance on how to create and launch products and services that will meet the immediate and ongoing needs of organizations and programmes. Who is the target audience? The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to:  Chief information officers (CIOs)  Chief technology officers (CTOs)  Managers  Supervisory staff  Team leaders  Service designers  IT architects  IT planners  IT consultants  IT audit managers  IT security managers  ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle  Individuals who require a detailed understanding of the ITIL service design stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization  IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved  Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications  Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules  Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
  • 01. Course Overview
    00:28:04
    • 01. Introduction to Service Design
      00:01:00
    • 02. Covered Topics
      00:00:53
    • 03. Objectives
      00:00:19
    • 04. Benefits of ITIL
      00:00:49
    • 05. ITIL Intermediate Level
      00:00:39
    • 06. ITIL Certification Path
      00:01:41
    • 07. Service Lifecycle Modules
      00:00:42
    • 08. Service Capability Modules
      00:00:37
    • 09. Lifecycle & Capability Module
      00:00:28
    • 10. Managing across the lifecycle
      00:00:38
    • 11. Training and Exam Bodies
      00:00:31
    • 12. Purpose of SD Module
      00:00:35
    • 13. Course Agenda
      00:00:38
    • 14. Main Target Group for SD
      00:00:37
    • 15. Target Candidates for the course
      00:01:16
    • 16. SD Exam Eligibility
      00:00:58
    • 17. ITIL 2011 SD Exam
      00:00:58
    • 18. ITIL 2011 SD Exam Tips
      00:00:10
    • 19. Learning Units Overview
      00:03:02
    • 20. Quiz
      00:00:35
    • 21. ITIL Foundation Basics
      00:01:01
    • 22. Publications of ITIL Lifecycle
      00:00:55
    • 23. Concepts of Service and Value
      00:01:03
    • 24. Service and Value Assets
      00:01:09
    • 25. Creating Value
      00:01:26
    • 26. Value Delivery
      00:01:29
    • 27. Governance
      00:01:35
    • 28. Enterprise Level Mapping with ITSM
      00:01:05
    • 29. Recap
      00:00:34
  • 02. Course Introduction
    00:33:40
    • 01. Introduction
      00:00:49
    • 02. ITIL – The Library Constituents
      00:02:02
    • 03. Module Objectives
      00:00:49
    • 04. Service Management
      00:02:00
    • 05. Value Proposition
      00:02:00
    • 06. Utility and Warranty
      00:01:51
    • 07. Value of SD to the Business
      00:00:26
    • 08. Functions, Roles and Processes
      00:00:37
    • 09. Purpose of Service Design
      00:01:17
    • 10. Objectives of Service Design
      00:01:04
    • 11. Benefits of Service Design
      00:03:42
    • 12. Implementation of ITIL Service Mgt
      00:01:38
    • 13. Understanding of SD Package
      00:01:17
    • 14. Content of SD Package
      00:01:42
    • 15. Content of SDP in Detail
      00:01:10
    • 16. Service Requirement
      00:01:04
    • 17. SD and Topology Aspect
      00:01:06
    • 18. Organizational Readiness Assessment
      00:00:52
    • 19. Service Lifecycle Plan
      00:01:29
    • 20. The SDP Lifecycle Plan
      00:01:47
    • 21. Service Operational Acceptance
      00:00:49
    • 22. Service Acceptance Criteria
      00:00:35
    • 23. Example of Service Acceptance Criteria
      00:00:32
    • 24. Summary
      00:00:32
  • 03. Principles
    01:07:26
    • 01. Introduction
      00:00:32
    • 02. Syllabus Details
      00:00:52
    • 03. Introduction to SD Principles
      00:01:46
    • 04. Composition of Service
      00:02:42
    • 05. Goals of SD
      00:01:40
    • 06. Balanced Design
      00:01:14
    • 07. Policies
      00:00:52
    • 08. Policies Cont
      00:00:35
    • 09. Identifying Technology Domain Requirement
      00:01:36
    • 10. Identifying and Documenting 1
      00:00:43
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