Remotely assisted instructional learning (
RAIL)
Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,100
CAD $2,310
Credits Toward ITIL Expert
3
Special notes
A 90-minute multiple-choice exam is included with the cost of the course.
For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.
RAIL Students: To register for your exam, click HERE for instructions and to see a list of pre-approved exam locations. Note that the exam is included in the price for this course.
For face-to-face open enrollment (Public) sessions Canada only: Lecture will be in session on the first three days (8:30 am- approximately 5:00pm Local Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take your exam within a few days of completing the course.
For face-to-face dedicated (Private) sessions in US and Canada: Lecture will be in session on the first three days (8:30 am- approximately 5:00pm Local Time), and the exam will be administered from 10:00 am - 11:30am on the morning of the fourth day. Students should arrange their return travel accordingly.
Course overview
This 3-day course teaches students how to plan, implement and optimize service design processes consistent with ITIL® best practices. By applying ITIL Service Design best practices, IT departments ensure that new services meet commitments related to service quality and availability, customer satisfaction, and cost-effectiveness. The course includes a 90-minute multiple choice exam.
NOTE: Students must be able to provide proof of ITIL V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent and successfully complete this course in order to take the exam offered as part of this course.
Prerequisites
Existing holder of the ITIL® Foundation Certificate, or an earlier Foundation qualification and an ITIL® Foundation Bridge Certificate
Audience
All IT staff, system and network administrators, application design and support staff, managers and executives who are responsible for the delivery and support of IT services in an organization
This course will be of particular interest to staff working or managing an IT Service Design role or wishing to include this module as part of their ITIL Expert qualification
Ways to save
Save with the HP Care Pack education service offerings
Upon successful completion of this course participants will be able to:
Gain a thorough understanding of the managerial
and supervisory issues regarding IT Service Design
processes and activities
Be able to understand the important interfaces
between Service Design and the other stages
within the ITIL Service Lifecycle
Be prepared to sit the formal ITIL Service Design
examination
Benefits to You
Identify the ITIL lifecycle and the fundamental processes involved in Service Design and how to integrate them into your business' IT service model
Understand how IT and the Business can collaborate to improve overall productivity and efficiency
Learn to move the reactive relationship between IT and users to a proactive relationship
Certification value
On successful completion of this course, the student can claim 26 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential
Next steps
Other modular courses form the Life-cycle or Capability streams leading to the ITIL Expert Qualification
Course outline
Introduction to Service Design
Service Design and the Service Lifecycle
Main Principles and Objectives
Goals of Service Design
Scope of Service Design
Value to Business of Service Design
Service Design Processes
Service Design Principles
Identifying Service Requirements
Design Activities
Design Aspects
Service Design Package (SDP)
Designing Technology Architectures
Designing Processes
Design Constraints
Service Design Models
Service Operation Processes
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Technology Related Activities
Requirements Engineering
Problems with Requirements Engineering
Data and Information Management
Application Management
Organizing Service Design
Roles and Responsibilities
RACI Model
Process Owner
Service Design Manager
Technology Considerations
Implementation Considerations
ITIL® Qualification Scheme
Revision and Mock Examination
HF438S C.02
ITIL® is a registered trade mark of the Cabinet Office
