ITIL® 2011: Service Design - Accredited Training
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GogoTraining is an ITIL® accredited ATO & the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.
This Service Design (SD) course provides you with an intense & focused exploration of the new & modified topics in ITIL® 2011. The course is intended for those who work within a Service Design environment & require a deeper underst&ing of the underlying concepts, processes & activities involved & associated management responsibilities & how they may be used to enhance overall service quality & service provision. The Service Design course focuses on the managerial & control aspects of the operational environment. This course has a number of study units & supporting exercises that reinforce the knowledge gained.
ITIL® Foundations training is required prior to taking this course & it is highly recommended that all ITIL Intermediate C&idates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Service Design certification exam, then you must have taken & passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) & present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification it is also strongly recommended that c&idates read the ITIL Service Lifecycle core publications &, in particular, the ITIL Service Design publications.
As a result of taking this training, you will be able to:
Discuss the Service Lifecycle & Service Management as a Practice: Underst& the Service Lifecycle & the objectives & business value for each phase in the lifecycle; underst& & articulate "service" & be able to explain the concept of Service Management as a practice
Describe basic Service Design Principles: Underst& the common principles & guidelines that will influence the performance of SD processes, including service requirements, business requirements & drivers; requirement types & their management techniques; the principles & the five aspects of service design; business service management & service-oriented architectures; service design models
Review Service Design Processes: Underst& the managerial & supervisory aspects of the SD processes. Other areas of discussion include the roles & responsibilities (& their relationship to other Service Management processes, challenges, critical success factors & risks within each of the processes. The processes include:
Service Catalog Management
Service Level Management
IT Service Continuity Management
Information Security Management
Explore Technology & Implementation Considerations: Underst& the role of technology to Service Design & explore concepts that have great impact on SD process implementation & service design activities