The ITIL Intermediate Module – Service Design course will help boost the level of knowledge which the learners have about the IT Service Management workplace. The learner will be able to gain a large level of knowledge about the diverse service design processes activities, policies and documentation which will help in building IT services for the purpose of carrying out different business needs.
The ITIL Intermediate Module – Service Design course discusses service design activities and the different processes involved in service design.
The ITIL Intermediate Module – Service Design course will teach the students about the different IT service design processes needed in businesses including aspects like availability management, IT service continuity management and supplier management. This module in Service Design is worth 4 credits in order to achieve the minimum of 17 credits required prior to entering the final step of the ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Intermediate: Service Design course.
All ITIL v3 training and examinations will be discontinued by the end of 2021. You can read more here.
ITIL® – “ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.”
Global Edulink offers the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.
The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.
At the end of the ITIL Intermediate: Service Design course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.
NB : Exam vouchers will be given upon full payment
Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Service Design.
The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.
Once you successfully complete the ITIL Intermediate: Service Design course you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com/career-path-planner is given below.
➤ Module 01: Course Introduction – VO | |||
Course Introduction | |||
Course Introduction | 00:00:00 | ||
1.0 Lesson: Course Organization | |||
Course Organization | 00:00:00 | ||
1.1 Welcome to the Course | 00:00:00 | ||
1.2 Mentoring Community Introductions | 00:00:00 | ||
1.3 Why Are You Here? | 00:00:00 | ||
1.4 Using Bloom’s Taxonomy | 00:00:00 | ||
1.5 What do you Expect? | 00:00:00 | ||
1.6 Housekeeping Online | 00:00:00 | ||
2.0 Lesson: Course Conventions & Agenda | |||
Course Conventions & Agenda | 00:00:00 | ||
2.1 Conventions Used | 00:00:00 | ||
2.2 Quizzes & Exercises | 00:00:00 | ||
2.3 ITIL Qualification Scheme | 00:00:00 | ||
2.4 ITIL Intermediate Exam | 00:00:00 | ||
2.5 Getting Started with an Online Class | 00:00:00 | ||
2.6 Chapter 01 Review | 00:00:00 | ||
➤ Module 02: Service Design | |||
1.0 Lesson: Introduction to Service Design | |||
Introduction to Service Design | 00:00:00 | ||
1.1 Service Design & the Service Lifecycle | 00:00:00 | ||
1.2 Managing Across the Lifecycle | 00:00:00 | ||
1.3 Purpose, Goals & Objectives of Service Design | 00:00:00 | ||
1.4 Scope of Service Design | 00:00:00 | ||
1.5 Value of Service Design | 00:00:00 | ||
1.6 The Context of Service Design | 00:00:00 | ||
1.7 Service Solution Design | 00:00:00 | ||
1.8 Balanced Design | 00:00:00 | ||
2.0 Lesson: Service Design Principles | |||
Service Design Principles | 00:00:00 | ||
2.1 Principles of Service Design | 00:00:00 | ||
2.2 Service Design Package | 00:00:00 | ||
2.3 Requirements | 00:00:00 | ||
2.4 Management Systems | 00:00:00 | ||
2.5 Architecture & Technology Design | 00:00:00 | ||
2.6 Process Design | 00:00:00 | ||
2.7 Measurement Design | 00:00:00 | ||
2.8 Service-Oriented Architecture | 00:00:00 | ||
2.9 Selecting Service Design Models | 00:00:00 | ||
2.10 Service Provider Models | 00:00:00 | ||
2.11 Service Design Implementation Consideration | 00:00:00 | ||
2.12 Service Design Technology & Design | 00:00:00 | ||
2.13 Business Impact Analysis | 00:00:00 | ||
2.14 Service Level Requirements | 00:00:00 | ||
2.15 Service & Process Risks | 00:00:00 | ||
2.16 Service Implementation | 00:00:00 | ||
2.17 Service Measures | 00:00:00 | ||
2.18 Service Design Challenges & Risks | 00:00:00 | ||
2.19 Service Design Challenges | 00:00:00 | ||
2.20 Service Design Risks | 00:00:00 | ||
2.21 Service Design Critical Success Factors | 00:00:00 | ||
3.0 Lesson: Service Design Summary | |||
Service Design Summary | 00:00:00 | ||
3.1 Service Design Summary | 00:00:00 | ||
3.2 Checkpoint | 00:00:00 | ||
3.3 Chapter 02 Review | 00:00:00 | ||
➤ Module 03: Service Design Activities | |||
1.0 Lesson: Introduction to Design Activities | |||
Introduction to Design Activities Part 1 | 00:00:00 | ||
Introduction to Design Activities Part 2 | 00:00:00 | ||
Introduction to Design Activities Part 3 | 00:00:00 | ||
1.1 Design Activities | 00:00:00 | ||
2.0 Lesson: 5-Aspects of Service Design | |||
5-Aspects of Service Design | 00:00:00 | ||
2.1 Five Aspects of Service Design | 00:00:00 | ||
2.2 Gather Requirements | 00:00:00 | ||
2.3 Designing Service Solutions | 00:00:00 | ||
2.4 Design Considerations | 00:00:00 | ||
2.5 Design Supporting Management Systems | 00:00:00 | ||
2.6 Support Systems | 00:00:00 | ||
2.7 Service Portfolio | 00:00:00 | ||
2.8 Service Portfolio Contents | 00:00:00 | ||
2.9 Design Architecture & Support Technology | 00:00:00 | ||
2.10 Enterprise Architecture | 00:00:00 | ||
2.11 Technology Management | 00:00:00 | ||
2.12 Design Support Process | 00:00:00 | ||
2.13 Design Measurement Systems | 00:00:00 | ||
2.14 Metrics Tree | 00:00:00 | ||
3.0 Lesson: Subsequent Design Activities | |||
Subsequent Design Activities | 00:00:00 | ||
3.1 Subsequent Design Activities | 00:00:00 | ||
3.2 Evaluate Alternate Solutions | 00:00:00 | ||
3.3 Procure Preferred Solution | 00:00:00 | ||
3.4 Develop Service Solution | 00:00:00 | ||
3.5 Service Design Package | 00:00:00 | ||
3.6 Design Constraints | 00:00:00 | ||
4.0 Lesson: Service Design Activities Summary | |||
Service Design Activities Summary | 00:00:00 | ||
4.1 Service Design Activities Summary | 00:00:00 | ||
4.2 Checkpoint | 00:00:00 | ||
4.3 Chapter 03 Review | 00:00:00 | ||
➤ Module 04: Service Design Processes | |||
1.0 Lesson: Design Coordination | |||
Design Coordination 1 | 00:00:00 | ||
Design Coordination 2 | 00:00:00 | ||
Design Coordination 3 | 00:00:00 | ||
1.1 Introduction to Design Coordination | 00:00:00 | ||
1.2 Purpose, Goals & Objectives | 00:00:00 | ||
1.3 Scope | 00:00:00 | ||
1.4 Value to the Business | 00:00:00 | ||
1.5 Concepts | 00:00:00 | ||
1.6 Activities | 00:00:00 | ||
1.7 Design Coordination Overview | 00:00:00 | ||
1.8 Overall SD Lifecycle Activities | 00:00:00 | ||
1.9 Policies & Methods | 00:00:00 | ||
1.10 Resources & Capabilities | 00:00:00 | ||
1.11 Coordinate Activities | 00:00:00 | ||
1.12 Risks & Issues | 00:00:00 | ||
1.13 Improvement | 00:00:00 | ||
1.14 Individual Design Activities | 00:00:00 | ||
1.15 Plan Design | 00:00:00 | ||
1.16 Coordinate Design | 00:00:00 | ||
1.17 Monitor Design | 00:00:00 | ||
1.18 Review & Handoff | 00:00:00 | ||
1.19 Triggers, Inputs & Outputs | 00:00:00 | ||
1.20 Relationships | 00:00:00 | ||
1.21 Critical Success Factors | 00:00:00 | ||
1.22 Challenges & Risks | 00:00:00 | ||
1.23 Design Coordination Summary | 00:00:00 | ||
2.0 Lesson: Service Catalog Management | |||
Service Catalog Management | 00:00:00 | ||
2.1 Introduction | 00:00:00 | ||
2.2 Purpose, Goals & Objectives | 00:00:00 | ||
2.3 Scope | 00:00:00 | ||
2.4 Value to the Business | 00:00:00 | ||
2.5 Concepts | 00:00:00 | ||
2.6 Service Catalog Views | 00:00:00 | ||
2.7 Activities | 00:00:00 | ||
2.8 Agree & Document Service Definition | 00:00:00 | ||
2.9 Interface with Service Portfolio Management | 00:00:00 | ||
2.10 Produce & Maintain Service Catalog | 00:00:00 | ||
2.11 Interfacing | 00:00:00 | ||
2.12 Triggers, Inputs & Outputs | 00:00:00 | ||
2.13 Relationships | 00:00:00 | ||
2.14 Critical Success Factors | 00:00:00 | ||
2.15 Challenges & Risks | 00:00:00 | ||
2.16 Summary | 00:00:00 | ||
3.0 Lesson: Service Level Management | |||
Service Level Management | 00:00:00 | ||
3.1 Introduction | 00:00:00 | ||
3.2 Purpose, Goals & Objectives | 00:00:00 | ||
3.3 Scope | 00:00:00 | ||
3.4 Value to the Business | 00:00:00 | ||
3.5 Concepts | 00:00:00 | ||
3.6 Activities of Service Level Management | 00:00:00 | ||
3.7 Overview of Service Level Management Process | 00:00:00 | ||
3.8 SLA Frameworks | 00:00:00 | ||
3.9 SLRs & SLAs | 00:00:00 | ||
3.10 SLA Monitoring | 00:00:00 | ||
3.11 Service Level Agreement Monitoring Chart | 00:00:00 | ||
3.12 Improving Customer Satisfaction | 00:00:00 | ||
3.13 Managing Underpinning Agreements | 00:00:00 | ||
3.14 Service Reporting | 00:00:00 | ||
3.15 Service Improvement Plan (SIP) | 00:00:00 | ||
3.16 Managing & Revising SLAs and UCs | 00:00:00 | ||
3.17 Contacts & Relationships | 00:00:00 | ||
3.18 Feedback | 00:00:00 | ||
3.19 Triggers, Inputs & Outputs | 00:00:00 | ||
3.20 Service Level Management Relationships | 00:00:00 | ||
3.21 Critical Success Factors | 00:00:00 | ||
3.22 Challenges & Risks | 00:00:00 | ||
3.23 Service Level Management Summary | 00:00:00 | ||
4.0 Lesson: Availability Management | |||
Availability Management | 00:00:00 | ||
4.1 Introduction | 00:00:00 | ||
4.2 Purpose, Goals & Objectives | 00:00:00 | ||
4.3 Scope | 00:00:00 | ||
4.4 Value to the Business | 00:00:00 | ||
4.5 Concepts | 00:00:00 | ||
4.6 Activities | 00:00:00 | ||
4.7 Reactive Activities | 00:00:00 | ||
4.8 Monitoring | 00:00:00 | ||
4.9 Measurement | 00:00:00 | ||
4.10 Analysis | 00:00:00 | ||
4.11 Expanded Incident Lifecycle | 00:00:00 | ||
4.12 Service Failure Analysis (SFA) | 00:00:00 | ||
4.13 SFA Structure | 00:00:00 | ||
4.14 Reporting | 00:00:00 | ||
4.15 Proactive Activities | 00:00:00 | ||
4.16 Determine Availability Requirements | 00:00:00 | ||
4.17 Availability Design Concepts | 00:00:00 | ||
4.18 Design for Availability | 00:00:00 | ||
4.19 Failure Analysis | 00:00:00 | ||
4.20 Risk Analysis & Management | 00:00:00 | ||
4.21 Triggers, Inputs & Outputs | 00:00:00 | ||
4.22 Relationships | 00:00:00 | ||
4.23 Critical Success Factors | 00:00:00 | ||
4.24 Challenges & Risks | 00:00:00 | ||
4.25 Availability Management Summary | 00:00:00 | ||
5.0 Lesson: Capacity Management | |||
Capacity Management | 00:00:00 | ||
5.1 Introduction | 00:00:00 | ||
5.2 Purpose, Goals & Objectives | 00:00:00 | ||
5.3 Scope | 00:00:00 | ||
5.4 Value to the Business | 00:00:00 | ||
5.5 Concepts | 00:00:00 | ||
5.6 Activities | 00:00:00 | ||
5.7 Sub-Process Areas | 00:00:00 | ||
5.8 Underpinning Activities | 00:00:00 | ||
5.9 Tuning & Optimization | 00:00:00 | ||
5.10 Performance Tuning | 00:00:00 | ||
5.11 Threshold Management & Control | 00:00:00 | ||
5.12 Demand Management | 00:00:00 | ||
5.13 Modeling & Trending | 00:00:00 | ||
5.14 Application Sizing | 00:00:00 | ||
5.15 Triggers, Inputs & Outputs | 00:00:00 | ||
5.16 Relationships | 00:00:00 | ||
5.17 Critical Success Factors | 00:00:00 | ||
5.18 Challenges & Risks | 00:00:00 | ||
5.19 Capacity Management Summary | 00:00:00 | ||
6.0 Lesson: IT Service Continuity Management | |||
6.1 Introduction | 00:00:00 | ||
6.2 Purpose, Goals & Objectives | 00:00:00 | ||
6.3 Scope | 00:00:00 | ||
6.4 Value to the Business | 00:00:00 | ||
6.5 Concepts | 00:00:00 | ||
6.6 Activities | 00:00:00 | ||
6.7 Initiation | 00:00:00 | ||
6.8 Requirements & Strategy | 00:00:00 | ||
6.9 Business Impact Analysis | 00:00:00 | ||
6.10 Risk Analysis | 00:00:00 | ||
6.11 Strategy | 00:00:00 | ||
6.12 Implementation | 00:00:00 | ||
6.13 On-going Operation | 00:00:00 | ||
6.14 Triggers, Inputs & Outputs | 00:00:00 | ||
6.15 Relationships | 00:00:00 | ||
6.16 CSFs | 00:00:00 | ||
6.17 Challenges & Risks | 00:00:00 | ||
6.18 IT Service Continuity Summary | 00:00:00 | ||
7.0 Lesson: Information Security Management | |||
Information Security Management | 00:00:00 | ||
7.1 Introduction | 00:00:00 | ||
7.2 Purpose, Goals & Objectives | 00:00:00 | ||
7.3 Scope | 00:00:00 | ||
7.4 Value to the Business | 00:00:00 | ||
7.5 Concepts | 00:00:00 | ||
7.6 Security Management Framework | 00:00:00 | ||
7.7 Activities | 00:00:00 | ||
7.8 Information Security Process | 00:00:00 | ||
7.9 Establish Information Security Policy | 00:00:00 | ||
7.10 Enforce Security Policy | 00:00:00 | ||
7.11 Assess & Classify Information Assets | 00:00:00 | ||
7.12 Security Controls & Risk Assessment | 00:00:00 | ||
7.13 Monitor & Manage Security Breach | 00:00:00 | ||
7.14 Analyze, Report & Reduce Impact | 00:00:00 | ||
7.15 Conduct Security Reviews & Audits | 00:00:00 | ||
7.16 Triggers, Inputs & Outputs | 00:00:00 | ||
7.17 Relationships | 00:00:00 | ||
7.18 CSFs | 00:00:00 | ||
7.19 Challenges & Risks | 00:00:00 | ||
7.20 Information Security Management Summary | 00:00:00 | ||
8.0 Lesson: Supplier Management | |||
Supplier Management | 00:00:00 | ||
8.1 Introduction | 00:00:00 | ||
8.2 Purpose, Goals & Objectives | 00:00:00 | ||
8.3 Scope | 00:00:00 | ||
8.4 Value to the Business | 00:00:00 | ||
8.5 Concepts | 00:00:00 | ||
8.6 Activities | 00:00:00 | ||
8.7 Evaluate New Suppliers & Contracts | 00:00:00 | ||
8.8 Supplier Evaluation | 00:00:00 | ||
8.9 Contract Evaluation | 00:00:00 | ||
8.10 Categorize Suppliers & Maintain SCMIS | 00:00:00 | ||
8.11 Supplier Categorization Matrix | 00:00:00 | ||
8.12 Establish New Suppliers & Contracts | 00:00:00 | ||
8.13 Manage Supplier & Contract Performance | 00:00:00 | ||
8.14 Renew/Terminate Contracts | 00:00:00 | ||
8.15 Triggers, Inputs & Outputs | 00:00:00 | ||
8.16 Relationships | 00:00:00 | ||
8.17 CSFs | 00:00:00 | ||
8.18 Challenges & Risks | 00:00:00 | ||
8.19 Supplier Management Summary | 00:00:00 | ||
9.0 Lesson: Service Design Processes Summary | |||
Service Design Processes Summary | 00:00:00 | ||
9.1 Service Design Process Summary | 00:00:00 | ||
9.2 Checkpoint | 00:00:00 | ||
9.3 Chapter 04 Review | 00:00:00 | ||
➤ Module 05: Technology, Organization, and Implementation – VO | |||
1.0 Lesson: Technology-Related Activities | |||
Technology-Related Activities Part 1 | 00:00:00 | ||
Technology-Related Activities Part 2 | 00:00:00 | ||
Technology-Related Activities Part 3 | 00:00:00 | ||
1.1 Technology-Related Areas | 00:00:00 | ||
1.2 Requirements Engineering | 00:00:00 | ||
1.3 Requirement Types | 00:00:00 | ||
1.4 Functional Requirements | 00:00:00 | ||
1.5 Management & Operational Requirements | 00:00:00 | ||
1.6 Usability Requirements | 00:00:00 | ||
1.7 Investigation Techniques | 00:00:00 | ||
1.8 Issues | 00:00:00 | ||
1.9 Documenting Requirements | 00:00:00 | ||
1.10 Requirements Catalog | 00:00:00 | ||
1.11 Outsourcing Requirements | 00:00:00 | ||
1.12 Data & Information Management | 00:00:00 | ||
1.13 Key Factors in Data Management | 00:00:00 | ||
1.14 Scope of Data Management | 00:00:00 | ||
1.15 Activities of Data Management | 00:00:00 | ||
1.16 Application Management | 00:00:00 | ||
1.17 Application & Service Portfolios | 00:00:00 | ||
1.18 Application Frameworks | 00:00:00 | ||
1.19 Design of Applications | 00:00:00 | ||
1.20 Design Patterns | 00:00:00 | ||
1.21 Other Concepts | 00:00:00 | ||
2.0 Lesson: Organizing for Service Design | |||
Organizing for Service Design | 00:00:00 | ||
2.1 Who Does What to Whom? | 00:00:00 | ||
2.2 The RACI Model | 00:00:00 | ||
2.3 Functional Roles Analysis | 00:00:00 | ||
2.4 Activity Analysis | 00:00:00 | ||
2.5 Generic Roles & Responsibilities | 00:00:00 | ||
2.6 Service Owner | 00:00:00 | ||
2.7 Process Owner | 00:00:00 | ||
2.8 Process Manager | 00:00:00 | ||
2.9 Process Practitioner | 00:00:00 | ||
2.10 Service Design Roles & Responsibilities | 00:00:00 | ||
2.11 Service Design Manager | 00:00:00 | ||
2.12 IT Planner | 00:00:00 | ||
2.13 IT Designer/Architect | 00:00:00 | ||
2.14 Design Coordination | 00:00:00 | ||
2.15 Service Catalog Management | 00:00:00 | ||
2.16 Service Level Management | 00:00:00 | ||
2.17 Availability Management | 00:00:00 | ||
2.18 IT Service Continuity Management | 00:00:00 | ||
2.19 Capacity Management | 00:00:00 | ||
2.20 Security Management | 00:00:00 | ||
2.21 Supplier Management | 00:00:00 | ||
3.0 Lesson: Implementing Service Design | |||
Implementing Service Design | 00:00:00 | ||
3.1 Implementation Considerations | 00:00:00 | ||
3.2 Implementation Steps | 00:00:00 | ||
3.3 Establish High-Level Objectives | 00:00:00 | ||
3.4 Assess Current Capabilities | 00:00:00 | ||
3.5 Determine Measurable Targets | 00:00:00 | ||
3.6 Implement Process Improvement | 00:00:00 | ||
3.7 Implement Measurement Framework | 00:00:00 | ||
3.8 Review & Improve | 00:00:00 | ||
4.0 Lesson: Technology, Organization & Implementation Summary | |||
Technology, Organization & Implementation Summary | 00:00:00 | ||
4.1 Technology, Organization & Implementation Summary | 00:00:00 | ||
4.2 Checkpoint | 00:00:00 | ||
4.3 Chapter 05 Review | 00:00:00 | ||
4.4 Course Closure | 00:00:00 |
Brodie Brown
The material is presented in a friendly and digestible manner that would be approachable for any IT novice.
Eduard Richards
Good course, efficient and covers the core of what is needed to know. It’s very useful you can learn a lot of things.
Cian Ellis
This is a great overview of all the basics for beginners or a fantastic refresher for anyone looking to move into a more advanced support role. This course has improved my confidence as well as my knowledge.
Noel Martin
Great course to get start giving me a good foundation for my future career in IT. Classes were not difficult to navigate.
Coby Smith
Easy to understand and a good refresher for those who have been into ITIL for a long date. Recommend it to everyone looking for a high quality course. I totally recommend this course.