New ITIL - Service Design R2.0

Chapter 1: Introduction to Service Design

   Purpose, goals and objectives of service design

   Scope of service design

   Business value

   The context of service design in the ITIL service lifecycle

   Service design inputs and outputs and the contents of the service design package

   The contents and use of service acceptance criteria

Chapter 2: Service Design Principles

   Design service solutions related to a customer’s needs

   Design and utilize the service portfolio to enhance business value

   The measurement systems and metrics

   Service design models to accommodate different service solutions

Chapter 3: Service Design Processes

   Design Coordination

   Service Catalog Management

   Service Level Management

   Supplier Management

   Availability Management

   Capacity Management

   IT service Continuity Management (ITSCM)

   Information Security Management (ISM)

Chapter 4: Service Transition

   The service design activities and techniques within requirements engineering

   The service design activities and techniques within data and information management

   The service design activities and techniques associated with application management

Chapter 5: Optimizing for Service Design

   Functional roles analysis

   How to design, implement and populate a RACI diagram

   The functions within service design

   The service design roles and responsibilities, and the use of them

Chapter 6: Technology Considerations

   The types of tools that support service design

   Service design related service management tools

   Requirements for service management tools

   Where and how they would be used

   The benefits of using these tools   

Chapter 7: Implementation & Improvement of Service Design

   The service design issues relating to business impact analysis, service level requirements and risks

   The six-stage implementation approach

   Measurements of service design, a prerequisite for success

Chapter 8: Challenges, Critical Success Factors & Risks

   Challenges facing by service design

   Risks facing by service design

   How critical success factors and key performance indicators contribute to service design


The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. 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 program.

ITIL - Service Design R2.0

  • Product Code: ISDE-R20-
  • Availability: In Stock
  • $165.00

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Tags: ITIL, IT, infrastructure, library, information, service, design, architecture, management, strategy, transition, operation