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ITIL® Intermediate SD Certification Training

Course Summary

The ITIL Intermediate Service Design (SD) course is one of the key qualifications in the ITIL Service Lifecycle category and is designed to expose you to the architectures, processes, policies and documentation of IT service management. You will learn to organize, implement and improve service design in IT environments and prepare for the ITIL Expert and Master’s levels of the ITIL framework. We’ve developed this course to help you pass the ITIL Intermediate SD exam on your first attempt.


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    Course Syllabus


    Course preview

    ITIL® Intermediate SD

    Learning Unit 00 - Introductory lesson 20:46

    0.1 ITIL® 2011 LIFECYCLE MODULE SERVICE DESIGN 01:13

    0.2 Agenda 01:13

    0.3 Objective 00:25

    0.4 ITIL® 2011 Introduction 00:56

    0.5 ITIL® 2011 Intermediate 00:50

    0.6 ITIL® Qualification Criteria 02:03

    0.7 Definition of Service Lifecycle 00:49

    0.8 Definition of Service Capability 00:45

    0.9 Lifecycle and Capability Modules 00:36

    0.10 Managing Across the Lifecycle 00:46

    0.11 Accreditation Institute 00:43

    0.12 SD Course Description 00:41

    0.13 Course Objective 00:32

    0.14 Target Candidate 00:38

    0.15 Target Candidate contd.. 01:31

    0.16 Exam Pre-requisites 01:10

    0.17 ITIL® 2011 Service Transition Exam Format 01:07

    0.18 Exam Tips 00:20

    0.19 Course Outline 03:42

    0.20 Quiz 00:46

    Learning Unit 01 - Introduction to Service Design 39:34

    1.1 Introduction to Service Design 01:12

    1.2 ITIL The Library Constituents 02:07

    1.3 Learning Unit 1: Syllabus 00:53

    1.4 Service Management 02:12

    1.5 The Value Proposition 02:22

    1.6 Utility and Warranty 02:06

    1.7 Utility and Warranty 00:31

    1.8 Function, Roles and Process 03:35

    1.9 Service Design Purpose and Objectives 01:29

    1.10 Service Design Purpose and Objectives 01:14

    1.11 Value of Service Design to the Business 04:25

    1.12 Four P's of Service Design 01:57

    1.13 Service Design Package(SDP) 01:31

    1.14 SDP contents: 02:02

    1.15 SDP Requirements: 01:28

    1.16 SDP Service Design: 01:12

    1.17 SDP Service Design: 01:18

    1.18 SDP Organizational Readiness Assessment 01:01

    1.19 SDP Lifecycle Plan 01:43

    1.20 SDP Lifecycle Plan 02:13

    1.21 SDP Lifecycle Plan 00:58

    1.22 SDP Lifecycle Plan 00:44

    1.23 Service Acceptance Criteria(example) 00:40

    1.24 Summary 00:41

    1.25 Quiz

    Learning Unit 02 - Service Design Principles 1:19:56

    2.1 Service Design Principles 00:52

    2.2 Learning Unit 2: Syllabus 01:04

    2.3 Introduction to Service Design Principles 02:13

    2.4 Service Composition 03:11

    2.5 Service Design Goals 01:58

    2.6 Balanced Design 01:36

    2.7 Identifying Service Requirements 01:05

    2.8 Identifying Service Requirements 00:35

    2.9 Identifying Technology Domain Requirements 01:53

    2.10 Identifying and Documenting Business Requirements and Drivers 00:51

    2.11 Identifying and Documenting Business Requirements and Drivers(contd..) 01:53

    2.12 Design Activities 02:00

    2.13 Service Design Inputs 01:24

    2.14 Service Design Inputs 00:34

    2.15 Service Design Inputs 00:32

    2.16 Service Design Outputs 00:46

    2.17 Service Design Outputs 00:46

    2.18 Five Major Service Design Aspects 01:36

    2.19 Designing Service Solutions: 02:07

    2.20 Designing Service Solutions: 00:47

    2.21 Aligning New Service to Business Requirement 01:41

    2.22 Designing Management Information Systems and Tools 01:58

    2.23 Designing Technology Architecture and Management Architecture 02:02

    2.24 Designing Technology Architecture and Management Architecture 01:30

    2.25 Enterprise Architecture 00:49

    2.26 Enterprise Architecture 01:59

    2.27 Enterprise Architecture Frameworks 00:58

    2.28 Designing Processes 03:06

    2.29 SDA5: Designing measurement methods and metrics 01:56

    2.30 Four types of Service Design Metrics 01:19

    2.31 Metrics Tree 02:39

    2.32 Subsequent Design Activities 02:37

    2.33 Design constraints driven by strategy 02:42

    2.34 External Influence on Solutions Design 04:14

    2.35 Service Oriented Architecture 01:20

    2.36 Service Oriented Architecture 01:11

    2.37 Business Service Management 01:59

    2.38 Service Design Models 02:07

    2.39 Sourcing Options 00:44

    2.40 Insourcing Option 01:37

    2.41 Outsourcing Option 01:57

    2.42 Co-sourcing or Multi-sourcing Option 01:23

    2.43 Partnership Option 01:48

    2.44 Business Process Outsourcing Option 01:47

    2.45 Application Service Provision Option 02:15

    2.46 Knowledge Process Outsourcing Option 01:59

    2.47 Cloud Services 02:03

    2.48 Summary 00:33

    2.49 Quiz

    Learning Unit 03 - Service Design Processes 5:35:03

    3.1 Service Design Processes 01:09

    3.2 Learning Unit 3: Syllabus 00:37

    3.3 Service - Design High level View: 02:09

    3.4 Five aspects of Service Design 01:30

    3.5 Design Coordination 03:20

    3.6 Value to Business 01:27

    3.7 Policies 01:17

    3.8 Principles 01:49

    3.9 Process activities 01:15

    3.10 Design Coordination Activities 07:49

    3.11 Role : Design Coordination Process Manager 01:13

    3.12 Role : Design Coordination Process Manager 00:44

    3.13 Triggers, inputs and outputs 01:52

    3.14 Triggers, inputs and outputs 00:31

    3.15 Interfaces 04:49

    3.16 CSFs and KPIs 01:50

    3.17 Challenges 01:29

    3.18 Risks 01:33

    3.19 Service Catalogue Management(SCM): 01:55

    3.20 Service Catalog Management(SCM): 01:15

    3.21 Value to Business: 01:56

    3.22 Policies: 01:19

    3.23 SCM : Service Portfolio-Pipeline, Catalogue and Retired 01:42

    3.24 Definition - Service Catalogue: 01:37

    3.25 Defining Service: 02:37

    3.26 Different types of Services: 01:43

    3.27 Service Catalogue uses: 03:14

    3.28 Service Catalogue structure: 01:41

    3.29 SCM : Business and Technical 01:08

    3.30 SCM : Business and Technical 00:44

    3.31 SCM : Business and Technical 01:00

    3.32 Service Catalogue with three views: 01:27

    3.33 SCM : Process activities 02:55

    3.34 Service Catalogue Management Process Manager: 01:09

    3.35 Triggers, Inputs and Outputs: 01:16

    3.36 Triggers, Inputs and Outputs: 00:53

    3.37 Interfaces: 02:26

    3.38 SCM CSFs and KPIs : 02:09

    3.39 SCM Challenges and Risks: 01:26

    3.40 SCM Challenges and Risks: 01:04

    3.41 Service Level Management: 02:21

    3.42 Service Level Management: 01:54

    3.43 Value to Business: 02:09

    3.44 Service Level Agreement(SLA): 01:41

    3.45 Operational Level Agreement(OLA): 02:00

    3.46 Underpinning Contract(UC): 01:31

    3.47 SLM: SLA structure 02:35

    3.48 SLM: Service Level Requirements(SLR) 01:52

    3.49 SLM: SLA Monitoring Charts (SLAM) 01:41

    3.50 SLM: Service Review 01:05

    3.51 SLM: Service Improvement Plan (SIP) 02:13

    3.52 Process activities 02:23

    3.53 Service level management process: 01:08

    3.54 SLM: Service Level Management Process Manager 01:38

    3.55 SLM: Service Level Management Process Manager 01:18

    3.56 Triggers, Inputs and outputs 00:59

    3.57 Triggers, Inputs and outputs 01:10

    3.58 Triggers, Inputs and outputs 01:39

    3.59 Interfaces 02:48

    3.60 SLM: Metrics 01:06

    3.61 CSF and KPI 01:27

    3.62 Challenges 02:12

    3.63 Risks 01:22

    3.64 Capacity Management 02:27

    3.65 Capacity Management 02:13

    3.66 Value to Business 02:07

    3.67 Balancing Act 02:25

    3.68 Capacity Management Sub-processes 01:49

    3.69 Capacity Management Sub-processes 01:17

    3.70 Capacity Management Sub processes: 01:53

    3.71 Process activities, methods and techniques 05:12

    3.72 Process activities, methods and techniques 04:08

    3.73 Capacity Management overview 01:14

    3.74 The Capacity Plan 01:36

    3.75 Role - Capacity Management Process Manager 01:31

    3.76 Role - Capacity Manager 01:17

    3.77 Triggers, Inputs and Outputs 00:45

    3.78 Triggers, Inputs and Outputs 02:41

    3.79 Triggers, Inputs and Outputs 02:00

    3.80 Interfaces 01:30

    3.81 CSFs and KPIs 01:11

    3.82 Key Performance Indicator 01:03

    3.83 Challenges and Risks 01:24

    3.84 Challenges and Risks 01:05

    3.85 Availability Management 02:05

    3.86 Availability Management 02:19

    3.87 Value to Business 01:36

    3.88 What is Availability ? 01:56

    3.89 Aspects of Availability 00:32

    3.90 Reliability 01:15

    3.91 Maintainability 01:20

    3.92 Serviceability 01:28

    3.93 Vital Business Functions 00:57

    3.94 Vital Business Functions 01:45

    3.95 MTBF, MTBSI, MTRS, MTTR 01:35

    3.96 MTBF, MTBSI, MTRS, MTTR 00:44

    3.97 MTBF, MTBSI, MTRS, MTTR 00:54

    3.98 Availability Terms and Measurements: 02:23

    3.99 AIMS and Availability Plan 02:19

    3.100 Process activities, methods and techniques 02:28

    3.101 Process activities, methods and techniques 05:00

    3.102 Availability management process 00:41

    3.103 Availability Management Process Manager 01:58

    3.104 Availability Management Process Manager 01:25

    3.105 Triggers, Inputs and Outputs 01:11

    3.106 Triggers, Inputs and Outputs 02:23

    3.107 Triggers, Inputs and Outputs 01:23

    3.108 Interfaces 03:03

    3.109 CSFs and KPIs 01:41

    3.110 Challenges 02:06

    3.111 Risks 00:49

    3.112 IT Service Continuity Management 03:27

    3.113 IT Service Continuity Management 01:28

    3.114 Value to Business 01:24

    3.115 Business Continuity Management 01:22

    3.116 IT Service Continuity Plan 01:20

    3.117 Business Impact Analysis 02:10

    3.118 Business Impact Analysis 01:10

    3.119 Business Impact Analysis 01:41

    3.120 Business Impact 01:51

    3.121 Risk 02:11

    3.122 Management of Risk(M o R) 01:08

    3.123 Management of Risk 01:43

    3.124 Recovery Option 03:41

    3.125 Technical Plans 02:22

    3.126 Risk Reduction Measures 01:48

    3.127 Invocation Decision 02:17

    3.128 Key Activities 02:05

    3.129 Key Activities 02:00

    3.130 Key Activities 02:09

    3.131 Key Activities 03:10

    3.132 Key Activities 02:19

    3.133 Role - IT Service Continuity Management Process Manager 02:41

    3.134 Triggers, inputs and outputs 01:22

    3.135 Triggers, inputs and outputs 01:30

    3.136 Triggers, inputs and outputs 01:07

    3.137 Interfaces 02:24

    3.138 CSFs and KPIs 01:14

    3.139 CSFs and KPIs 00:47

    3.140 Challenges 01:37

    3.141 Risks 01:15

    3.142 Information Security Management 02:07

    3.143 Information Security Management 02:03

    3.144 Value to Business 01:17

    3.145 Security Framework 00:48

    3.146 Security Framework 00:51

    3.147 Information Security Policy 00:57

    3.148 Information Security Policy 00:52

    3.149 Information Security Management System 01:09

    3.150 Elements of ISMS 01:41

    3.151 Elements of ISMS 01:26

    3.152 Framework for Managing Security 00:48

    3.153 Security Governance 01:55

    3.154 Security Governance 01:31

    3.155 Security Controls 01:47

    3.156 Security Controls 01:00

    3.157 Security Controls 00:29

    3.158 Process Activities 02:38

    3.159 Role - Information Security Management Process Manager 01:03

    3.160 Role - Information Security Management Process Manager 00:50

    3.161 Triggers 01:29

    3.162 Inputs 02:02

    3.163 Outputs 01:23

    3.164 Interfaces 03:58

    3.165 CSFs and KPIs 01:24

    3.166 CSFs and KPIs 00:58

    3.167 Challenges 01:33

    3.168 Risks 01:46

    3.169 Supplier Management 01:03

    3.170 Supplier Management 01:05

    3.171 Supplier Management 01:20

    3.172 Value to Business 00:57

    3.173 Policies 01:17

    3.174 Supplier 01:10

    3.175 Underpinning contracts and agreements 02:37

    3.176 Underpinning contracts and agreements 01:27

    3.177 Supplier and Contract Management Information System(SCMIS) 01:30

    3.178 Supplier categories 01:39

    3.179 Supplier categories 00:35

    3.180 Process activities, methods and techniques 05:00

    3.181 Supplier Management Process 00:34

    3.182 Role - Supplier Management Process Manager 01:23

    3.183 Role - Supplier Management Process Manager 01:12

    3.184 Triggers, Inputs and Outputs 01:09

    3.185 Triggers, Inputs and Outputs 02:27

    3.186 Triggers, Inputs and Outputs 01:16

    3.187 Interfaces 03:03

    3.188 CSFs and KPIs 01:15

    3.189 CSFs and KPIs 00:58

    3.190 Challenges 01:56

    3.191 Risks 01:50

    3.192 Summary 00:37

    3.193 Quiz

    Learning Unit 04 - Service Design Technology related activities 38:19

    4.1 Service Design Technology related activities 00:57

    4.2 Learning Unit 4: Syllabus 00:43

    4.3 Requirements Engineering Types 03:00

    4.4 Requirements Engineering 01:16

    4.5 Requirements Engineering Investigation techniques 04:12

    4.6 Requirements Engineering Problems 01:03

    4.7 Requirements Engineering Problems 01:14

    4.8 Requirements Engineering Documenting requirements 01:23

    4.9 Requirements Engineering Documenting requirements 01:27

    4.10 Requirements and Outsourcing 01:29

    4.11 Data and Information Management 07:24

    4.12 Application Management 01:07

    4.13 SDLC Approach 00:37

    4.14 Global view of the service 01:24

    4.15 Application Management Consideration 01:38

    4.16 Application Portfolio attributes 00:27

    4.17 Application Management Considerations 01:39

    4.18 Application Management Considerations 05:21

    4.19 Major outputs from development 01:18

    4.20 Summary 00:40

    4.21 Quiz

    Learning Unit 05 - Organizing for Service Design 24:17

    5.1 Organizing for Service Design 01:04

    5.2 Learning Unit 1: Syllabus 00:43

    5.3 RACI 01:17

    5.4 RACI 00:57

    5.5 RACI Matrix 00:58

    5.6 Fuctional Role Analysis based on the RACI 01:29

    5.7 Functions 01:26

    5.8 Functions Continued... 01:12

    5.9 Alignment with application development 01:44

    5.10 Alignment with project management 01:14

    5.11 Example of service design organization structure(small organization) 01:01

    5.12 Example of service design organization structure(large organization) 00:52

    5.13 Service Design Roles 00:58

    5.14 Generic Service Owner 02:26

    5.15 Generic Process Owner 01:28

    5.16 IT Planner 01:54

    5.17 IT Designer Architect 02:59

    5.18 Summary 00:35

    5.19 Quiz

    Learning Unit 06 - Technology Considerations 12:41

    6.1 Technology Considerations 00:54

    6.2 Syllabus 00:32

    6.3 Technology Considerations 02:12

    6.4 Service Design Tools 01:00

    6.5 Benefits of Service Design Tools 01:19

    6.6 Service Management Tool - Requirements 01:15

    6.7 Statement of Requirement 01:28

    6.8 Evaluation Process for Tool 02:13

    6.9 Selection Criteria Checklist 01:33

    6.10 Summary 00:15

    6.11 Quiz

    Learning Unit 07 - Implementation and Improvement of Service Design 24:45

    7.1 Implementation and Improvement of Service Design 00:45

    7.2 Syllabus 00:40

    7.3 Business Impact Analysis 01:51

    7.4 Service Level Requirement 01:27

    7.5 Risk To Service And Processes 01:04

    7.6 Implementing Service Design 01:51

    7.7 Implementing Service Design Through Csi Approach 01:45

    7.8 What Is The Vision? 01:11

    7.9 Where Are We Now? 00:52

    7.10 Where Are We Now? 01:11

    7.11 Where Do We Want To Be? 01:08

    7.12 How Do We Get There? 00:49

    7.13 Did We Get There? 01:16

    7.14 How Do We Keep The Momentum Going? 00:52

    7.15 Measurement Of Service Design 01:31

    7.16 Balance Scorecard 00:28

    7.17 Measurement Of Service Design 01:37

    7.18 Measurement Of Service Design 00:44

    7.19 Measurement Of Service Design 01:48

    7.20 Prerequisite For The Success 01:33

    7.21 Summary 00:22

    7.22 Quiz

    Learning Unit 08 - Challenges, Critical Success factors and Risks 10:01

    8.1 Challenges, CSFs and Risks 00:54

    8.2 Syllabus 00:30

    8.3 Service Design Challenges 01:42

    8.4 Service Design Challenges 02:14

    8.5 Service Design Risks 02:36

    8.6 CSF And KPI 01:54

    8.7 Summary 00:11

    8.8 Quiz

    Learning Unit 09 - Summary and Directed studies 03:43

    9.1 Learning Unit 09 Summary Exam Preparation and Direction 00:30

    9.2 Summary Exam Preparation And Direction 00:43

    9.3 Checkpoints 01:18

    9.4 Sample Exam 00:57

    9.5 Thank You 00:15

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Course Fee:
USD 999

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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