The ITIL Service Design Lifecycle discusses the designing of new IT services, as well as making modifications and improvements to existing ones, it is all about identifying service requirements and creating new service offerings; while also working on modifying and improving the existing service designs.
In Cognixia’s ITIL Service Design Lifecycle course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service design core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for the adoption of service management best practices in the organization. This course focuses on key topics such as service design principles, organizing for service design, challenges, risks, and key performance indicators.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service design exam results.
Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.
ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
By the end of this course, participants will have the leadership toolkit to shape and steer GenAI portfolios across their organization.
Strategic Application
Course Introduction
- History of ITIL
- What is a service?
- Utility, warranty and value
- Assets, resources and capabilities
- What is service management?
- Stakeholders
- Processes and function
- Generic service management roles
- The service lifecycle map
- Purpose of service design
- Objectives of service design
- Scope of service design
- Business value of service design
- Inputs and outputs
- Service design to service strategy
- Service design to service transition
- Service design to service operation
- Service design to continual service improvement
- The importance of holistic design
- Service composition
- 4 P’s of service design
- Five major aspects of design
- Taking a balanced approach to service design
- Requirements, business requirements and drivers
- Design activities and constraints
- Principles of service-oriented architecture
- Service design models
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Functional roles analysis and RACI
- Building a RACI chart
- Role analysis
- Using RACI in process design
- Change authorization model
- Functions with in service design
- Large and small organizational structures
- Business impact analysis
- Good practices for service and process implementation
- Implementing processes and supporting tools
- The Continual Service Improvement approach
- The underpinning nature of tools and technology
- Effective service design technology
- Tool selection and design decisions
- ITSM tool suite generic technologies
- Tool requirements
- MosCoW analysis
- Evaluation process and criteria
- Planning the implementation of service management tools
- Types of introduction
- Implementation consideration
- Requirements engineering
- Management of data and information
- Management of applications
- Challenges
- Risks
- Critical success factors
Exam Review
Practice Exam
Each participant receives a copy of the following Kindle books as part of the course –
- Service Design: Practical Applications of Design Concepts, Processes and Best Practices
- Core Elements of Service Design
- Service Design Practice Exam Questions – Set 1
- Service Design Practice Exam Questions – Set 2
hands-on learning model
Access to sanitized process maps, KPI definitions, candidate initiative lists, and basic cost baselines (time, cycle time, error or rework rates)
Speak with a Cognixia specialist about enrollment options, custom cohorts for your leadership team, or tailored delivery formats for your organization.
One of our specialists will contact you within one business day.
Asked Questions
Find details on duration, delivery formats, customization options, and post-program reinforcement.
This course is highly recommended for those interested or involved in the application of ITIL and service management best practices, such as:
- IT professionals
- Service desk professionals
- Business professionals
- Executive leadership
- Service management professionals
- Incident managers
- Problem managers
- IT governance professionals
- Financial management professionals
- Business relationship managers
- Service level managers
- Design and development professionals
- Change managers
- Quality improvement professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.
of the future
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