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ITIL® Intermediate SD

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Description

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Opinions

J

25/03/2014
What I would highlight Excellent course for those who are seeking more knowledge in a short period of time. Training delivery was excellent.

Would you recommend this course? Yes.

What you'll learn on the course

Intermediate

Course programme

Course Preview
  • ITIL® Intermediate SD
    • Learning Unit 00 - Introductory lesson
      • 0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE DESIGN
      • 0.2 Agenda
      • 0.3 Objective
      • 0.4 ITIL® 2011 Introduction
      • 0.5 ITIL® 2011 Intermediate
      • 0.6 ITIL® Qualification Criteria
      • 0.7 Definition of Service Lifecycle
      • 0.8 Definition of Service Capability
      • 0.10 Managing Across the Lifecycle
      • 0.11 Accreditation Institute
      • 0.12 SD Course Description
      • 0.13 Course Objective
      • 0.14 Target Candidate
      • 0.15 Target Candidate contd..
      • 0.16 Exam Pre-requisites
      • 0.17 ITIL® 2011 Service Transition Exam Format
      • 0.18 Exam Tips
      • 0.19 Course Outline
      • 0.20 Quiz
      • w Lifecycle and Capability Modules
    • Learning Unit 01 - Introduction to Service Design
      • 1.1 Introduction to Service Design
      • 1.2 ITIL The Library Constituents
      • 1.3 Learning Unit 1: Syllabus
      • 1.4 Service Management
      • 1.5 The Value Proposition
      • 1.6 Utility and Warranty
      • 1.7 Utility and Warranty
      • 1.8 Function, Roles and Process
      • 1.9 Service Design Purpose and Objectives
      • 1.10 Service Design Purpose and Objectives
      • 1.11 Value of Service Design to the Business
      • 1.12 Four P's of Service Design
      • 1.13 Service Design Package(SDP)
      • 1.14 SDP contents:
      • 1.15 SDP Requirements:
      • 1.16 SDP Service Design:
      • 1.17 SDP Service Design:
      • 1.18 SDP Organizational Readiness Assessment
      • 1.19 SDP Lifecycle Plan
      • 1.20 SDP Lifecycle Plan
      • 1.21 SDP Lifecycle Plan
      • 1.22 SDP Lifecycle Plan
      • 1.23 Service Acceptance Criteria(example)
      • 1.24 Summary
      • 1.25 Quiz
    • Learning Unit 02 - Service Design Principles
      • 2.1 Service Design Principles
      • 2.2 Learning Unit 2: Syllabus
      • 2.3 Introduction to Service Design Principles
      • 2.4 Service Composition
      • 2.5 Service Design Goals
      • 2.6 Balanced Design
      • 2.7 Identifying Service Requirements
      • 2.8 Identifying Service Requirements
      • 2.9 Identifying Technology Domain Requirements
      • 2.10 Identifying and Documenting Business Requirements and Drivers
      • 2.11 Identifying and Documenting Business Requirements and Drivers(contd..)
      • 2.12 Design Activities
      • 2.13 Service Design Inputs
      • 2.14 Service Design Inputs
      • 2.15 Service Design Inputs
      • 2.16 Service Design Outputs
      • 2.17 Service Design Outputs
      • 2.18 Five Major Service Design Aspects
      • 2.19 Designing Service Solutions:
      • 2.20 Designing Service Solutions:
      • 2.21 Aligning New Service to Business Requirement
      • 2.22 Designing Management Information Systems and Tools
      • 2.23 Designing Technology Architecture and Management Architecture
      • 2.24 Designing Technology Architecture and Management Architecture
      • 2.25 Enterprise Architecture
      • 2.26 Enterprise Architecture
      • 2.27 Enterprise Architecture Frameworks
      • 2.28 Designing Processes
      • 2.29 SDA5: Designing measurement methods and metrics
      • 2.30 Four types of Service Design Metrics
      • 2.31 Metrics Tree
      • 2.32 Subsequent Design Activities
      • 2.33 Design constraints driven by strategy
      • 2.34 External Influence on Solutions Design
      • 2.35 Service Oriented Architecture
      • 2.36 Service Oriented Architecture
      • 2.37 Business Service Management
      • 2.38 Service Design Models
      • 2.39 Sourcing Options
      • 2.40 Insourcing Option
      • 2.41 Outsourcing Option
      • 2.42 Co-sourcing or Multi-sourcing Option
      • 2.43 Partnership Option
      • 2.44 Business Process Outsourcing Option
      • 2.45 Application Service Provision Option
      • 2.46 Knowledge Process Outsourcing Option
      • 2.47 Cloud Services
      • 2.48 Summary
      • 2.49 Quiz
    • Learning Unit 03 - Service Design Processes
      • 3.1 Service Design Processes
      • 3.2 Learning Unit 3: Syllabus
      • 3.3 Service - Design High level View:
      • 3.4 Five aspects of Service Design
      • 3.5 Design Coordination
      • 3.6 Value to Business
      • 3.7 Policies
      • 3.8 Principles
      • 3.9 Process activities
      • 3.10 Design Coordination Activities
      • 3.11 Role : Design Coordination Process Manager
      • 3.12 Role : Design Coordination Process Manager
      • 3.13 Triggers, inputs and outputs
      • 3.14 Triggers, inputs and outputs
      • 3.15 Interfaces
      • 3.16 CSFs and KPIs
      • 3.17 Challenges
      • 3.18 Risks
      • 3.19 Service Catalogue Management(SCM):
      • 3.20 Service Catalog Management(SCM):
      • 3.21 Value to Business:
      • 3.22 Policies:
      • 3.23 SCM : Service Portfolio-Pipeline, Catalogue and Retired
      • 3.24 Definition - Service Catalogue:
      • 3.25 Defining Service:
      • 3.26 Different types of Services:
      • 3.27 Service Catalogue uses:
      • 3.28 Service Catalogue structure:
      • 3.29 SCM : Business and Technical
      • 3.30 SCM : Business and Technical
      • 3.31 SCM : Business and Technical
      • 3.32 Service Catalogue with three views:
      • 3.33 SCM : Process activities
      • 3.34 Service Catalogue Management Process Manager:
      • 3.35 Triggers, Inputs and Outputs:
      • 3.36 Triggers, Inputs and Outputs:
      • 3.37 Interfaces:
      • 3.38 SCM CSFs and KPIs :
      • 3.39 SCM Challenges and Risks:
      • 3.40 SCM Challenges and Risks:
      • 3.41 Service Level Management:
      • 3.42 Service Level Management:
      • 3.43 Value to Business:
      • 3.44 Service Level Agreement(SLA):
      • 3.45 Operational Level Agreement(OLA):
      • 3.46 Underpinning Contract(UC):
      • 3.47 SLM: SLA structure
      • 3.48 SLM: Service Level Requirements(SLR)
      • 3.49 SLM: SLA Monitoring Charts (SLAM)
      • 3.50 SLM: Service Review
      • 3.51 SLM: Service Improvement Plan (SIP)
      • 3.52 Process activities
      • 3.53 Service level management process:
      • 3.54 SLM: Service Level Management Process Manager
      • 3.55 SLM: Service Level Management Process Manager
      • 3.56 Triggers, Inputs and outputs
      • 3.57 Triggers, Inputs and outputs
      • 3.58 Triggers, Inputs and outputs
      • 3.59 Interfaces
      • 3.60 SLM: Metrics
      • 3.61 CSF and KPI
      • 3.62 Challenges
      • 3.63 Risks
      • 3.64 Capacity Management
      • 3.65 Capacity Management
      • 3.66 Value to Business
      • 3.67 Balancing Act
      • 3.68 Capacity Management Sub-processes
      • 3.69 Capacity Management Sub-processes
      • 3.70 Capacity Management Sub processes:
      • 3.71 Process activities, methods and techniques
      • 3.72 Process activities, methods and techniques
      • 3.73 Capacity Management overview
      • 3.74 The Capacity Plan
      • 3.75 Role - Capacity Management Process Manager
      • 3.76 Role - Capacity Manager
      • 3.77 Triggers, Inputs and Outputs
      • 3.78 Triggers, Inputs and Outputs
      • 3.79 Triggers, Inputs and Outputs
      • 3.80 Interfaces
      • 3.81 CSFs and KPIs
      • 3.82 Key Performance Indicator
      • 3.83 Challenges and Risks
      • 3.84 Challenges and Risks
      • 3.85 Availability Management
      • 3.86 Availability Management
      • 3.87 Value to Business
      • 3.88 What is Availability ?
      • 3.89 Aspects of Availability
      • 3.90 Reliability
      • 3.91 Maintainability
      • 3.92 Serviceability
      • 3.93 Vital Business Functions
      • 3.94 Vital Business Functions
      • 3.95 MTBF, MTBSI, MTRS, MTTR
      • 3.96 MTBF, MTBSI, MTRS, MTTR
      • 3.97 MTBF, MTBSI, MTRS, MTTR
      • 3.98 Availability Terms and Measurements:
      • 3.99 AIMS and Availability Plan
      • 3.100 Process activities, methods and techniques
      • 3.101 Process activities, methods and techniques
      • 3.102 Availability management process
      • 3.103 Availability Management Process Manager
      • 3.104 Availability Management Process Manager
      • 3.105 Triggers, Inputs and Outputs
      • 3.106 Triggers, Inputs and Outputs
      • 3.107 Triggers, Inputs and Outputs
      • 3.108 Interfaces
      • 3.109 CSFs and KPIs
      • 3.110 Challenges
      • 3.111 Risks
      • 3.112 IT Service Continuity Management
      • 3.113 IT Service Continuity Management
      • 3.114 Value to Business
      • 3.115 Business Continuity Management
      • 3.116 IT Service Continuity Plan
      • 3.117 Business Impact Analysis
      • 3.118 Business Impact Analysis
      • 3.119 Business Impact Analysis
      • 3.120 Business Impact
      • 3.121 Risk
      • 3.122 Management of Risk(M o R)
      • 3.123 Management of Risk
      • 3.124 Recovery Option
      • 3.125 Technical Plans
      • 3.126 Risk Reduction Measures
      • 3.127 Invocation Decision
      • 3.128 Key Activities
      • 3.129 Key Activities
      • 3.130 Key Activities
      • 3.131 Key Activities
      • 3.132 Key Activities
      • 3.133 Role - IT Service Continuity Management Process Manager
      • 3.134 Triggers, inputs and outputs
      • 3.135 Triggers, inputs and outputs
      • 3.136 Triggers, inputs and outputs
      • 3.137 Interfaces
      • 3.138 CSFs and KPIs
      • 3.139 CSFs and KPIs
      • 3.140 Challenges
      • 3.141 Risks
      • 3.142 Information Security Management
      • 3.143 Information Security Management
      • 3.144 Value to Business
      • 3.145 Security Framework
      • 3.146 Security Framework
      • 3.147 Information Security Policy
      • 3.148 Information Security Policy
      • 3.149 Information Security Management System
      • 3.150 Elements of ISMS
      • 3.151 Elements of ISMS
      • 3.152 Framework for Managing Security
      • 3.153 Security Governance
      • 3.154 Security Governance
      • 3.155 Security Controls
      • 3.156 Security Controls
      • 3.157 Security Controls
      • 3.158 Process Activities
      • 3.159 Role - Information Security Management Process Manager
      • 3.160 Role - Information Security Management Process Manager
      • 3.161 Triggers
      • 3.162 Inputs
      • 3.163 Outputs
      • 3.164 Interfaces
      • 3.165 CSFs and KPIs
      • 3.166 CSFs and KPIs
      • 3.167 Challenges
      • 3.168 Risks
      • 3.169 Supplier Management
      • 3.170 Supplier Management
      • 3.171 Supplier Management
      • 3.172 Value to Business
      • 3.173 Policies
      • 3.174 Supplier
      • 3.175 Underpinning contracts and agreements
      • 3.176 Underpinning contracts and agreements
      • 3.177 Supplier and Contract Management Information System(SCMIS)
      • 3.178 Supplier categories
      • 3.179 Supplier categories
      • 3.180 Process activities, methods and techniques
      • 3.181 Supplier Management Process
      • 3.182 Role - Supplier Management Process Manager
      • 3.183 Role - Supplier Management Process Manager
      • 3.184 Triggers, Inputs and Outputs
      • 3.185 Triggers, Inputs and Outputs
      • 3.186 Triggers, Inputs and Outputs
      • 3.187 Interfaces
      • 3.188 CSFs and KPIs
      • 3.189 CSFs and KPIs
      • 3.190 Challenges
      • 3.191 Risks
      • 3.192 Summary
      • 3.193 Quiz
    • Learning Unit 04 - Service Design Technology related activities
      • 4.1 Service Design Technology related activities
      • 4.2 Learning Unit 4: Syllabus
      • 4.3 Requirements Engineering Types
      • 4.4 Requirements Engineering
      • 4.5 Requirements Engineering Investigation techniques
      • 4.6 Requirements Engineering Problems
      • 4.7 Requirements Engineering Problems
      • 4.8 Requirements Engineering Documenting requirements
      • 4.9 Requirements Engineering Documenting requirements
      • 4.10 Requirements and Outsourcing
      • 4.11 Data and Information Management
      • 4.12 Application Management
      • 4.13 SDLC Approach
      • 4.14 Global view of the service
      • 4.15 Application Management Consideration
      • 4.16 Application Portfolio attributes
      • 4.17 Application Management Considerations
      • 4.18 Application Management Considerations
      • 4.19 Major outputs from development
      • 4.20 Summary
      • 4.21 Quiz
    • Learning Unit 05 - Organizing for Service Design
      • 5.1 Organizing for Service Design
      • 5.2 Learning Unit 1: Syllabus
      • 5.3 RACI
      • 5.4 RACI
      • 5.5 RACI Matrix
      • 5.6 Fuctional Role Analysis based on the RACI
      • 5.7 Functions
      • 5.8 Functions Continued...
      • 5.9 Alignment with application development
      • 5.10 Alignment with project management
      • 5.11 Example of service design organization structure(small organization)
      • 5.12 Example of service design organization structure(large organization)
      • 5.13 Service Design Roles
      • 5.14 Generic Service Owner
      • 5.15 Generic Process Owner
      • 5.16 IT Planner
      • 5.17 IT Designer Architect
      • 5.18 Summary
      • 5.19 Quiz
    • Learning Unit 06 - Technology Considerations
      • 6.1 Technology Considerations
      • 6.2 Syllabus
      • 6.3 Technology Considerations
      • 6.4 Service Design Tools
      • 6.5 Benefits of Service Design Tools
      • 6.6 Service Management Tool - Requirements
      • 6.7 Statement of Requirement
      • 6.8 Evaluation Process for Tool
      • 6.9 Selection Criteria Checklist
      • 6.10 Summary
      • 6.11 Quiz
    • Learning Unit 07 - Implementation and Improvement of Service Design
      • 7.1 Implementation and Improvement of Service Design
      • 7.2 Syllabus
      • 7.3 Business Impact Analysis
      • 7.4 Service Level Requirement
      • 7.5 Risk To Service And Processes
      • 7.6 Implementing Service Design
      • 7.7 Implementing Service Design Through Csi Approach
      • 7.8 What Is The Vision?
      • 7.9 Where Are We Now?
      • 7.10 Where Are We Now?
      • 7.11 Where Do We Want To Be?
      • 7.12 How Do We Get There?
      • 7.13 Did We Get There?
      • 7.14 How Do We Keep The Momentum Going?
      • 7.15 Measurement Of Service Design
      • 7.16 Balance Scorecard
      • 7.17 Measurement Of Service Design
      • 7.18 Measurement Of Service Design
      • 7.19 Measurement Of Service Design
      • 7.20 Prerequisite For The Success
      • 7.21 Summary
      • 7.22 Quiz
    • Learning Unit 08 - Challenges, Critical Success factors and Risks
      • 8.1 Challenges, CSFs and Risks
      • 8.2 Syllabus
      • 8.3 Service Design Challenges
      • 8.4 Service Design Challenges
      • 8.5 Service Design Risks
      • 8.6 CSF And KPI
      • 8.7 Summary
      • 8.8 Quiz
    • Learning Unit 09 - Summary and Directed studies
      • 9.1 Learning Unit 09 Summary Exam Preparation and Direction
      • 9.2 Summary Exam Preparation And Direction
      • 9.3 Checkpoints
      • 9.4 Sample Exam
      • 9.5 Thank You

Additional information

  • What is this course about?

    The Service Design (SD) module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The certification demonstrates the candidate’s knowledge of good practices in the design of IT services, processes, and other aspects of IT service management.

    Simplilearn’s training programme for the ITIL® Intermediate SD Module includes both online and classroom training. The courseware has been approved by APMG and CSME and includes quizzes and sample test papers.

    The Service Design module focuses on the design of IT services, covering the architectures, processes, policies and documentation. This enables candidates to design services, hence meeting the needs of the organization.


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