ITIL® Service Design

04 Dec, 2018 IT Strategic & System, Jakarta 0

Event

Jadwal Training 2019 Selanjutnya …

Program Description

The ITIL® SD (Service Design) course is part of the ITIL Intermediate Lifecycle stream. The course prepares candidates to take the ITIL Service Design Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Design Certificate is a free-standing qualification but is also part of the ITIL Intermediate Lifecycle stream. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam, and certificate is to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL Service Design publication.

Program Objectives:

At the end of the program, the participants will be able to:

Understand the ITIL Service Design
Know and understand the Service Design principles and processes
Able to do Service Design technology-related activities
Organize the service management for Service Design
Identify the challenges, critical success factors, and risks
Implement and improve on Service Design

Target Audience:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers who require a detailed understanding of the ITIL Service Design phase of the Lifecycle and the affected processes, functions and activities, and the application.

Duration:

This program is 4 days of intensive training class.

Requirement:

An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.

Assessment:

At the end of the program, the participants will be assessed with 90 minutes of ITIL® Service Design Exam.

Award:

ITIL® Service Design Certification will be awarded upon successfully passing the exam from APMG International (ITIL Accredited Examination Institute – UK)

Program Modules:

Module 1 : Introduction

Service Design introduction
Purpose and objectives
Scope of Service Design
Service Design processes
Value to business
Inputs and outputs within the service lifecycle
The Service Design package
Service acceptance criteria
The ITIL certification scheme
The exam format

Module 2 : Principles

Service Design principles and service composition
Importance and approach to a balanced design
Service requirements, business requirements, and drivers
Design activities and constraints
Principles and the five aspects of Service Design
The 5 Design aspects
Designing service solutions components
Designing management systems (Service portfolio)
Designing measurement systems
Designing technology architectures
Designing processes
Service Oriented Architecture (SOA)
Service Design models
Delivery models, sourcing options
Design and development options
Design and development approaches

Module 3 : Processes

Key links, inputs and outputs of Service Design
In-depth design coordination
Service catalog management
Service level management
Capacity management
Availability management
IT service continuity management
Information security management
Supplier management

Module 4 : Technology Related Activities

Requirements engineering
Documenting requirements
Data and information management
Application management

Module 5 : Organizing for Service Design

Function and organizational structures
The RACI model
Roles and activity analysis
Roles and responsibilities within Service Design

Module 6 : Technology Considerations

Service design tools
Service management tools
Tool evaluation criteria

Module 7 : Implementation and Improvement

Service Design activities related to BIA, SLR’s, Risks
Six stage implementation approach
CSF’s and KPI’s
Prerequisites for success
Risks

Module 8 : Exam Preparation

Sample exams
Feedback
Recap

VENUE AND TIME

Time: 09.00AM – 05.00PM
Venue: AXA Tower Kuningan City, Jakarta Selatan

SCHEDULE

18 – 22 February 2019
22 – 26 April 2019
24 – 28 June 2019
19 – 22 August 2019
14 – 18 October 2019
09 – 13 December 2019