ITIL® Intermediate Service Design (SD)

by Kishan Tambralli

ITIL® Intermediate Service Design Certification Course Overview

The ITIL® Intermediate Service Design course provides a comprehensive understanding of the principles and practices that underpin best practice service design. It will equip participants with the knowledge and skills necessary to apply these principles in a range of business contexts and develop their strategic designs for services.

It provides a comprehensive understanding of IT service management processes and their application in practice. The course will cover:

  • The method of designing services for specific customers (known as service portfolio).
  • How services are designed across different stages.
  • Service design examples that demonstrate key concepts.
  • The use of service design models.
  • How to apply service design principles.
  • How to manage risks and opportunities during the service design phase.

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Delegates will also be required to complete an assignment that will require them to demonstrate their understanding of the concepts covered in the course.

This course is comprised of six modules, each detailing a specific aspect of service management:

Six Modules of Service Management

  • Diagnosis.
  • Designing Services.
  • Implementing Services.
  • Optimizing Services.
  • Monitoring Services.
  • Improving Services.

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The course outlines fundamental principles of service design, including quality management, availability management, capacity management, and information security (ISO 27002). This certification course will provide you with the expertise needed to meet industry standards while providing cost savings through best practices. 

Participants will also gain an understanding of how to plan their service offerings with value-added capabilities that improve customer satisfaction and be able to use service design techniques such as mapping out business needs with service requirements, identifying stakeholders' roles and expectations from those services, thinking through change management issues before they arise, and many others!

Course Objective:

The ITIL® Service Design qualification is a certification that aims to improve the IT professional's understanding of service design. This course will enable you to: 

  • Understand the basic principles of service design and how they can be used in various circumstances.
  • Apply a systematic approach for designing services by considering customer needs, service levels, processes, and technology from the outset.
  • Design services that are prepared to meet changing customer requirements with minimum disruption.
  • Use qualitative and quantitative techniques to evaluate designs against user needs, business objectives, and technological capabilities.

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Four Ps of Service Design:

Service design is a process that focuses on the design and development of services. This can be anything from designing a new service to improving an existing one.

It involves four P's: People, Products, Processes, and Partners.

  • The "People" aspect of service design refers to the people involved in providing IT services, for example, managers or salespeople. 
  • The "Products" aspect refers to the technology and management systems used in IT service delivery (such as computer hardware).
  • And finally, there are two aspects of processes: roles and activities (e.g., information architect) and ways these things interact (e.g., how communications flow between stakeholders).
  • Finally, Partners are the vendors, manufacturers, and suppliers that help support IT service provision.

Critical Processes of Service Design:

Service design is designing and developing services to meet customers' needs with consideration for their particular requirements. Service design can be explained as an interdisciplinary system that brings together different perspectives to provide better customer service. The primary key processes of service design are mentioned below:

Critical Processes of Service Design

  • Catalogue Management:
    The first key process is Service catalog management, where there is a need for regular review and evaluation, which leads to changes in the product or services offered. 
  • Service Level Management:
    Secondly, we have Service Level Management which provides information about what level of service will be provided by the company and how it will be delivered so that both parties know what they are getting into before they go ahead with any contracts. 
  • Capacity Management:
    Thirdly, Capacity management deals with forecasting demand for resources and ensuring that the necessary resources are available when needed.
  • Availability Management:
    Fourthly, Availability management oversees making sure that all services and systems are operational at all times and customers can access them as required.
  • ITSCM (Information Technology Service Continuity Management):
    Fifth is ITSCM (Information Technology Service Continuity Management), which helps protect an organization's critical IT infrastructure and minimize downtime in case of any incidents.

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Who is ITIL® Intermediate Service Design for?

The ITIL® Intermediate Service Design qualification is for those who want to develop their skills and knowledge in service management design, so they can help organizations deliver better services. It's a course that will teach you how to improve your understanding of service design and its importance in achieving business goals and how to use this knowledge when designing and delivering services.

The qualification also teaches you how to align your work with organizational strategies and objectives while considering other factors such as regulatory frameworks, industry standards, customer expectations, or operational constraints.

The following professionals can take up this qualification:

  • Chief Information Officers (CIOs).
  • Chief Technology Officers (CTOs).
  • Service Designers.
  • IT Architects.
  • IT Planners.
  • IT Consultants.

This certification also suits profiles such as ITSM® trainers and any other professional with a background in the service design environment.

ITIL® Service Design is a course that covers the following topics: 

Service strategy, design principles, process models, organizational structures, and technology considerations. Participants will be awarded the ITIL® Service Design certificate upon completing the examination. This qualification proves that you have acquired knowledge and understanding of designing services that meet.

Key Benefits of ITIL® Intermediate Service Design

  • It provides continuous learning through various training modules: One of the most important benefits of the course is that it offers opportunities for continued learning with its different training modules. These can be accessed on-demand anytime, making it easy to build on your existing knowledge base.
  • It helps you gain expertise in design concepts: The scope of this course includes knowledge related to design concepts like service catalogs, service level agreements (SLAs), operational level agreements (SLAs), and service descriptions. This makes you an expert in designing customer-centric services.
  • It provides an architecture for designing services to meet business objectives and align with customer needs.
  • It ensures that services can be introduced without negatively impacting other parts of the organization or customers' experience. 
  • It defines best practices for managing projects across disciplines such as change, configuration, release, and deployment management.
  • It allows us to better align our day-to-day work with the business's overall strategy. 
  • It helps to ensure that our services are scalable and meet increasing demands from customers.
  • It enables us to optimize service resources and utilization, improving efficiency and reducing costs. 
  • It provides a framework for assessing and managing risk in relation to IT services.

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