by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0182

The ITIL® Service Design (SD) is one of the ten intermediate level courses in the ITIL® Intermediate Certification curriculum. This preparatory course helps the students to gain the skills needed to plan, implement, and optimize service design processes. The students are also able to gather sufficient foundational knowledge needed to pass the ITIL® Intermediate Service Design certification exam. The ITIL® Service Design (SD) course covers the overall concepts, processes, policies, and methods associated with the service design phase of the service lifecycle. In addition to that, the course covers the management and control of the activities and techniques within the service design stage to help the students prepare for the ITIL® Intermediate Service Design certification exam and achieve the ITIL® Intermediate Certification. The course requires that the students possess a valid ITIL® Foundation Certification or have taken the ITIL® Foundation course. Additionally, two to four years of relevant work experience is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Course Introduction
   • Course Introduction 00:01:08
   • Instructor Introduction 00:01:36
2. Chapter 01 - Course Introduction
   • Introduction 00:00:32
   • Lesson: Course Organization 00:00:22
   • Welcome to the Course! 00:00:32
   • Mentoring Community Introductions 00:00:46
   • Why Are You Here? 00:00:48
   • Using Bloom's Taxonomy 00:01:10
   • What do you Expect? 00:00:37
   • Housekeeping Online 00:01:04
   • Lesson: Course Conventions & Agenda 00:00:08
   • Conventions Used 00:00:54
   • Quizzes & Exercises 00:00:44
   • ITIL Qualification Scheme 00:00:48
   • ITIL Intermediate Exam 00:01:08
   • Getting Started with an Online Class 00:02:26
   • Section Review 00:00:24
3. Chapter 02 - Service Design
   • Introduction 00:00:40
   • Lesson: Introduction to Service Design 00:00:30
   • Service Design & the Service Lifecycle 00:00:42
   • Managing Across the Lifecycle 00:02:29
   • Purpose, Goals & Objectives of Service Design 00:01:47
   • Scope of Service Design 00:01:02
   • Value of Service Design 00:01:36
   • The Context of Service Design 00:04:28
   • Service Solution Design 00:03:47
   • Balanced Design 00:01:16
   • Lesson: Service Design Principles 00:00:32
   • Principles of Service Design 00:02:04
   • Service Design Package 00:00:57
   • Requirements 00:02:18
   • Management Systems 00:02:48
   • Architecture & Technology Design 00:01:45
   • Process Design 00:01:07
   • Measurement Design 00:01:34
   • Service-Oriented Architecture 00:02:05
   • Selecting Service Design Models 00:01:37
   • Service Provider Models 00:02:26
   • Service Design Implementation Considerations 00:00:27
   • Service Design Technology & Design 00:01:43
   • Business Impact Analysis 00:01:54
   • Service Level Requirements 00:00:31
   • Service & Process Risks 00:01:17
   • Service Implementation 00:02:08
   • Service Measures 00:01:04
   • Service Design Challenges & Risks 00:00:18
   • Service Design Challenges 00:03:16
   • Service Design Risks 00:02:18
   • Service Design Critical Success Factors 00:01:20
   • Lesson: Service Design Summary 00:00:10
   • Service Design Summary 00:01:51
   • Checkpoint 00:00:37
   • Section Review 00:01:03
4. Chapter 03 - Service Design Activities
   • Introduction 00:00:50
   • Lesson: Introduction to Design Activities 00:00:15
   • Design Activities 00:01:08
   • Service Design 00:01:31
   • Lesson: 5-Aspects of Service Design 00:00:39
   • Five Aspects of Service Design 00:01:58
   • Gather Requirements 00:01:46
   • Designing Service Solutions 00:02:28
   • Design Considerations 00:03:14
   • Design Supporting Management Systems 00:01:12
   • Support Systems 00:01:13
   • Service Portfolio 00:03:17
   • Service Portfolio Contents 00:03:04
   • Design Architecture & Support Technology 00:01:29
   • Enterprise Architecture 00:01:53
   • Technology Management 00:01:59
   • Design Support Process 00:04:31
   • Design Measurement Systems 00:02:03
   • Metrics Tree 00:02:37
   • Lesson: Subsequent Design Activities 00:00:27
   • Subsequent Design Activities 00:00:27
   • Evaluate Alternate Solutions 00:01:34
   • Procure Preferred Solution 00:00:35
   • Develop Service Solution 00:01:16
   • Service Design Package 00:00:59
   • Design Constraints 00:00:48
   • Lesson: Service Design Activities Summary 00:00:10
   • Service Design Activities Summary 00:01:42
   • Checkpoint 00:00:37
   • Section Review 00:01:18
5. Chapter 04 - Service Design Processes
   • Introduction 00:00:30
   • Lesson: Design Coordination 00:00:40
   • Introduction to Design Coordination 00:00:35
   • Purpose, Goals & Objectives 00:01:45
   • Scope 00:01:15
   • Value to the Business 00:01:25
   • Concepts 00:01:41
   • Activities 00:01:33
   • Design Coordination Overview 00:01:07
   • Overall SD Lifecycle Activities 00:00:41
   • Policies & Methods 00:01:41
   • Resources & Capabilities 00:01:34
   • Coordinate Activities 00:02:01
   • Risks & Issues 00:01:10
   • Improvement 00:00:47
   • Individual Design Activities 00:00:40
   • Plan Design 00:01:38
   • Coordinate Design 00:01:19
   • Monitor Design 00:00:48
   • Review & Handoff 00:01:21
   • Triggers, Inputs & Outputs 00:01:01
   • Relationships 00:02:23
   • Critical Success Factors 00:02:28
   • Challenges & Risks 00:04:20
   • Design Coordination Summary 00:01:32
   • Lesson: Service Catalog Management 00:00:32
   • Introduction 00:01:28
   • Purpose, Goals & Objectives 00:00:43
   • Scope 00:00:57
   • Value to the Business 00:01:07
   • Concepts 00:02:14
   • Service Catalog Views 00:02:33
   • Activities 00:00:51
   • Agree & Document Service Definition 00:01:20
   • Interface with Service Portfolio Management 00:01:16
   • Produce & Maintain Service Catalog 00:01:09
   • Interfacing 00:00:54
   • Triggers, Inputs & Outputs 00:01:08
   • Relationships 00:01:29
   • Critical Success Factors 00:01:38
   • Challenges & Risks 00:03:18
   • Summary 00:00:48
   • Lesson: Service Level Management 00:00:28
   • Introduction 00:01:23
   • Purpose, Goals & Objectives 00:01:30
   • Scope 00:01:48
   • Value to the Business 00:01:02
   • Concepts 00:01:48
   • Activities of Service Level Management 00:00:56
   • Overview of Service Level Management Process 00:03:35
   • SLA Frameworks 00:01:43
   • SLRs & SLAs 00:03:14
   • SLA Monitoring 00:01:29
   • Service Level Agreement Monitoring Chart 00:03:01
   • Improving Customer Satisfaction 00:01:00
   • Managing Underpinning Agreements 00:00:55
   • Service Reporting 00:01:06
   • Service Improvement Plan (SIP) 00:01:25
   • Managing & Revising SLAs and UCs 00:00:39
   • Contacts & Relationships 00:01:34
   • Feedback 00:00:34
   • Triggers, Inputs & Outputs 00:01:46
   • Service Level Management Relationships 00:02:38
   • Critical Success Factors 00:01:18
   • Challenges & Risks 00:02:39
   • Service Level Management Summary 00:01:18
   • Lesson: Availability Management 00:00:28
   • Introduction 00:01:11
   • Purpose, Goals & Objectives 00:01:43
   • Scope 00:00:44
   • Value to the Business 00:01:02
   • Concepts 00:02:18
   • Activities 00:00:41
   • Reactive Activities 00:01:29
   • Monitoring 00:00:57
   • Measurement 00:00:47
   • Analysis 00:01:02
   • Expanded Incident Lifecycle 00:04:01
   • Service Failure Analysis (SFA) 00:01:47
   • SFA Structure 00:01:35
   • Reporting 00:02:07
   • Proactive Activities 00:00:57
   • Determine Availability Requirements 00:03:41
   • Availability Design Concepts 00:01:35
   • Design for Availability 00:01:28
   • Failure Analysis 00:04:28
   • Risk Analysis & Management 00:01:58
   • Triggers, Inputs & Outputs 00:02:42
   • Relationships 00:01:39
   • Critical Success Factors 00:02:12
   • Challenges & Risks 00:04:21
   • Availability Management Summary 00:01:35
   • Lesson: Capacity Management 00:00:39
   • Introduction 00:00:33
   • Purpose, Goals & Objectives 00:01:16
   • Scope 00:00:49
   • Value to the Business 00:01:39
   • Concepts 00:01:40
   • Activities 00:01:36
   • Sub-Process Areas 00:01:53
   • Underpinning Activities 00:00:59
   • Tuning & Optimization 00:01:27
   • Performance Tuning 00:01:47
   • Threshold Management & Control 00:01:46
   • Demand Management 00:03:34
   • Modeling & Trending 00:01:17
   • Application Sizing 00:00:48
   • Triggers, Inputs & Outputs 00:02:14
   • Relationships 00:01:54
   • Critical Success Factors 00:02:25
   • Challenges & Risks 00:03:43
   • Capacity Management Summary 00:01:05
   • Lesson: IT Service Continuity Management 00:00:40
   • Introduction 00:00:55
   • Purpose, Goals & Objectives 00:01:40
   • Scope 00:00:56
   • Value to the Business 00:00:54
   • Concepts 00:01:48
   • Activities 00:00:20
   • Initiation 00:01:09
   • Requirements & Strategy 00:00:41
   • Business Impact Analysis 00:01:38
   • Risk Analysis 00:02:46
   • Strategy 00:03:50
   • Implementation 00:01:33
   • On-going Operation 00:01:32
   • Triggers, Inputs & Outputs 00:02:12
   • Relationships 00:01:18
   • CSFs 00:01:07
   • Challenges & Risks 00:04:22
   • IT Service Continuity Summary 00:00:42
   • Lesson: Information Security Management 00:00:26
   • Introduction 00:00:48
   • Purpose, Goals & Objectives 00:01:22
   • Scope 00:01:14
   • Value to the Business 00:00:47
   • Concepts 00:01:25
   • Security Management Framework 00:02:54
   • Activities 00:00:40
   • Information Security Process 00:02:25
   • Establish Information Security Policy 00:01:28
   • Enforce Security Policy 00:01:40
   • Assess & Classify Information Assets 00:01:15
   • Security Controls & Risk Assessment 00:01:53
   • Monitor & Manage Security Breach 00:01:08
   • Analyze, Report & Reduce Impact 00:00:56
   • Conduct Security Reviews & Audits 00:01:01
   • Triggers, Inputs & Outputs 00:01:26
   • Relationships 00:01:47
   • CSFs 00:01:42
   • Challenges & Risks 00:03:44
   • Information Security Management Summary 00:01:11
   • Lesson: Supplier Management 00:00:44
   • Introduction 00:00:48
   • Purpose, Goals & Objectives 00:01:46
   • Scope 00:01:13
   • Value to the Business 00:01:18
   • Concepts 00:01:23
   • Activities 00:00:31
   • Evaluate New Suppliers & Contracts 00:01:22
   • Supplier Evaluation 00:01:14
   • Contract Evaluation 00:01:20
   • Categorize Suppliers & Maintain SCMIS 00:00:58
   • Supplier Categorization Matrix 00:02:06
   • Establish New Suppliers & Contracts 00:01:09
   • Manage Supplier & Contract Performance 00:01:02
   • Renew/Terminate Contracts 00:01:57
   • Triggers, Inputs & Outputs 00:01:40
   • Relationships 00:01:41
   • Critical Success Factors 00:01:54
   • Challenges & Risks 00:02:46
   • Supplier Management Summary 00:00:59
   • Lesson: Service Design Processes Summary 00:00:15
   • Service Design Process Summary 00:03:39
   • Checkpoint 00:00:37
   • Section Review 00:02:33
6. Chapter 05 - Technology, Organization & Implementation
   • Introduction 00:00:23
   • Lesson: Technology-Related Activities 00:00:41
   • Technology-Related Areas 00:00:44
   • Requirements Engineering 00:00:42
   • Requirement Types 00:00:31
   • Functional Requirements 00:01:20
   • Management & Operational Requirements 00:00:57
   • Usability Requirements 00:00:43
   • Investigation Techniques 00:01:30
   • Issues 00:03:51
   • Documenting Requirements 00:01:17
   • Requirements Catalog 00:02:08
   • Outsourcing Requirements 00:01:30
   • Data & Information Management 00:00:49
   • Key Factors in Data Management 00:00:47
   • Scope of Data Management 00:00:26
   • Activities of Data Management 00:01:16
   • Application Management 00:02:23
   • Application & Service Portfolios 00:00:42
   • Application Frameworks 00:01:18
   • Design of Applications 00:01:40
   • Design Patterns 00:01:30
   • Other Concepts 00:00:38
   • Lesson: Organizing for Service Design 00:00:27
   • Who Does What to Whom? 00:00:39
   • The RACI Model 00:02:30
   • Functional Roles Analysis 00:01:28
   • Activity Analysis 00:01:50
   • Generic Roles & Responsibilities 00:00:22
   • Service Owner 00:00:54
   • Process Owner 00:01:16
   • Process Manager 00:00:52
   • Process Practitioner 00:00:47
   • Service Design Roles & Responsibilities 00:00:19
   • Service Design Manager 00:01:26
   • IT Planner 00:01:04
   • IT Designer/Architect 00:01:17
   • Design Coordination 00:01:30
   • Service Catalog Management 00:00:41
   • Service Level Management 00:01:01
   • Availability Management 00:01:29
   • IT Service Continuity Management 00:00:47
   • Capacity Management 00:01:16
   • Security Management 00:00:49
   • Supplier Management 00:01:13
   • Lesson: Implementing Service Design 00:00:16
   • Implementation Considerations 00:01:18
   • Implementation Steps 00:00:31
   • Establish High-Level Objectives 00:01:06
   • Assess Current Capabilities 00:00:58
   • Determine Measureable Targets 00:00:53
   • Implement Process Improvement 00:01:23
   • Implement Measurement Framework 00:00:58
   • Review & Improve 00:00:55
   • Lesson: Technology, Organization & Implementation Summary 00:00:12
   • Technology, Organization & Implementation Summary 00:01:55
   • Checkpoint 00:00:37
   • Section Review 00:02:15
   • Course Closure 00:03:27



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