Why Global Knowledge?

Emphasis on Practicing, Not Preaching

Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.

Free Templates with Every Course

Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.

Flexible Courses That Fit Your Needs

Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.

Customization for Organizations

Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

What You'll Learn

• Service Management as a practice and Service Design principles, purpose, and objective
• How all Service Design processes interact with other Service Lifecycle processes
• The sub-processes, activities, methods, and functions used in each of the Service Design processes
• Roles and responsibilities within Service Design and the activities and functions to achieve operational excellence
• How to measure Service Design performance
• Technology and implementation requirements in support of Service Design
• Challenges, critical success factors, and risks related with Service Design

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Pre-requisites

• ITIL v3 Foundation Certification (required)
• Two to four years of relevant work experience

Course Outlines

1. Introduction to Service Design

2. Service Design Principles

3. Service Design Processes

4. Service Design Technology-Related Activities

5. Organizing for Service Design

6. Consideration of Technology

7. Implementation and Improvement of Service Design

8. Exam Preparation/Mock Exam

9. Exam