Description
Delivering definitive proof of ability in service design and delivery, the ITIL® Intermediate SD course is an essential element of the ITIL® Intermediate qualification. The ITIL® Intermediate SD course is specifically designed to help IT professionals involved in service delivery to raise the quality and efficiency of their offering.
The ITIL® Intermediate SD course will be of particular interest to:
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IT Operations managers who need to formalise or improve their existing IT service delivery mechanisms using industry-standard practices.
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IT service desk managers who work in an organisations that already uses ITIL® and who want to better understand their position within that structure.
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IT consultants providing third party guidance to organisations working on service delivery improvement.
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IT professionals working within the service delivery department who want to improve their skills and employment options.
The ITIL® Intermediate SD course will help IT professionals improve their knowledge of the ITIL® service lifecycle modules, and give them the skills and experience they need to build and deploy IT services that fulfil genuine business needs.
Using a blend of instructor led videos and self-study resources, the ITIL® Intermediate SD course allows students to learn at their own pace. A series of self-assessment tests will also help participants identify whether they are fully ready to sit the ITIL® Intermediate SD exams and earn their qualification.
KEY LEARNING POINTS
Focusing on the service delivery components of the ITIL® framework, the ITIL® SD course will introduce students to the concepts behind service delivery, before moving on to more detailed analysis of the procedures and actions. The course then covers:
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The ITIL® interpretation of service design and how those services fit into the rest of the ITIL® library.
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The best practice principles behind designing a service that supports other elements of the ITIL® framework and meets business needs.
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The processes that need to be included with any new service design including SLAs, event triggers and the challenges and risks that need to be addressed before deployment.
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Using technology to assist with IT service design and delivery.
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Roles, responsibilities and human resources required to properly manage a service delivery process.
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Implementing a new service delivery process and how to assess performance and ROI.
ADVANTAGES OF THIS COURSE
Upon completion of the ITIL® Intermediate CDS course, IT professionals will have all the skills and knowledge they require to build an effective service delivery mechanism according to ITIL® standards. Other benefits include:
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Improved quality of service delivery that produces genuine cost savings through new efficiencies.
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A greater consistency in service delivery, helping to raise customer satisfaction levels.
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The ability to build a service delivery mechanism that neatly integrates with other ITIL® processes in operation.
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Improved IT governance that helps senior IT managers better analyse current performance.
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Improved job performance and employment options with the help of an industry-recognised qualification.
The ITIL® Infrastructure CDS course and exam are an essential qualification for IT service professionals who want to improve their skills and employment options.
The Swirl™ logo is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited.
Units of Study
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Further Info
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Course Introduction
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Service Design
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Service Design Activities
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Service Design Processes
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Technology, Organization & Implementation
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