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ITIL Intermediate SD Online Training

ITIL Intermediate SD


ITIL Intermediate Service Design (SD) Training Course is intended for IT service management professionals who are preparing for the Intermediate Service Design Certification Exam.
  • Must hold the ITIL Foundation Certificate.
  • It is a 12 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

  • It is a 3 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • Introduction and Overview
    • Purpose and goals
    • Scope of service design
    • Doing it right the first time
    • Designing new and changed service
  • Key Service Design Principles
    • Five aspects of service design
      • Designing service solutions
      • Designing supporting systems and the service portfolio
      • Technology architectures, processes and design aspects
      • Measurement, methods and metrics
      • Service-oriented architecture principles
    • Holistic service design
      • Design activities and their constraints
      • The importance of balanced design
      • Service requirements, business requirements and drivers
    • Four Ps of Design
      • People
      • Products
      • Processes
      • Partners
  • Service Design Processes
    • Service catalog management
      • Providing a central source of information on IT services delivered to the business by the service provider
      • Ensuring the business can view an accurate and consistent picture of IT services available, including details and status
    • Service level management
      • Negotiating, agreeing and documenting appropriate IT service targets with the business
      • Monitoring and producing reports on delivery against agreed level of service
    • Capacity management
      • Matching capacity of IT to agreed business demands
      • Right resource, right time, right cost
    • Availability management
      • Ensuring that availability targets are measured and achieved in a cost-effective manner
      • Building availability into the design
    • IT service continuity management
      • Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
      • Developing service continuity and recovery plans
      • Aligning plans with business needs over time
  • Primary Activities of Service Design
    • Technology-related activities
      • Requirements engineering: requirement types, activities and techniques
      • Data and information management activities
      • Techniques within application management
      • Investigating service design requirements
    • Achieving balance between design and existing strategies
      • Ensuring inclusion of governance and security controls
      • Assembling the service design package
      • Producing, maintaining and revising all services, design processes and documents
      • Liaising with other design and planning activities
      • Aligning with corporate and IT strategies
  • Organizing Service Design
    • Roles appropriate within service design
    • Functional role analysis and the use of the RACI matrix
    • Defining service design responsibilities
    • Aligning information security with business security
    • Managing suppliers to ensure quality and value
  • Service Design and Technology
    • Technology considerations for service design
    • The tools that benefit service design
    • Requirements for service design
  • Implementation Challenges and Risks
    • The six-stage implementation approach
    • Measurements of service design
    • Outlining the challenges and risks facing service design
    • Establishing critical success factors and key performance indicators (KPIs)
    • Developing risk-benefit analyses
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