ITIL intermediate Service Design - how is ITIL V3 Service Design different from ITIL 2011 Service Design?

ITIL Intermediate
What is new in Service Design 2011?

ITIL® is a Registered Trade Mark of the Cabinet Ofﬁce in the United Kingdom and other countries.

What to do AFTER
Foundation?
• Capability Stream • Lifecycle Stream
• SOA • SS
• PPO • SD
• RCV • ST
• OSA • SO
• CSI

http://theartofservice.com http://store.theartofservice.com

ITIL Certiﬁcation
Pathway

ITIL
Master

ITIL Expert

Managing Across the Lifecycle

SS SD ST SO CSI OSA PPO RCV SOA

Lifecycle Modules Capability Modules

ITIL 2011 Foundation Certificate in IT Service Management

Lifecycle Courses

• Target audience:
IT Directors and IT
Managers. Also consultants
and ITIL trainers.

• Deep understanding around
processes within a speciﬁc
Lifecycle Stage.


Lifecycle theory covers..

• Processes from a single Lifecycle
phase (=single ITIL book )
• Implementation consideration for the
group of processes
• Technology and Tools to support the
group of processes


Service Design Book
• Core text: 299 pages
• appendix A - The Service Design Package (3 pages)

• Appendix B - Service Acceptance Criteria (1.5 pages)

• Appendix C - Process documentation Template (1 pages)

• Appendix D - Design and planning documents and their contents
(2 pages)

• Appendix E - Environmental architectures and standards ( 4
pages)

• Appendix F - Sample SLA and OLA (5.5 pages)

Service Design Book
• Appendix G - Service Catalogue Example (1 page)

• Appendix H - The Service Management Process maturity
framework (3 pages)

• Appendix I - Example of the contents of a statement of
requirements and/or invitation to tender (1 pages)

• Appendix J - Typical content of a capacity plan (2 pages)

• Appendix K - Typical contents of a recovery plan ( 4 pages)

• Appendix L - Procurement documents (1 page)

• Appendix M - Risk assessment and management (4.5 pages)

Service Design Book

• Appendix N - Related Guidance (7 pages)

• Appendix O - Examples of inputs and outputs across the service
lifecycle (2 pages)

•

Processes in ITIL
Service Design Stage
• Design Coordination*

• Service Catalogue Management

• Service Level Management

• Availability Management

• Capacity Management

• IT Service Continuity Management

• Information Security Management

• Supplier Management
* indicates changes from ITIL V3 to ITIL 2011


Strategy Design
Coordination
• Overall lifecycle stage activities:
• deﬁne & maintain policies and methods
• plan design recourses & capabilities
• coordinate design activities
• manage design risk and issues
• improve Service design


Strategy Design
Coordination
• Activities for each design:
• Plan individual designs
• Coordinate individual designs
• Monitor individual designs
• Review designs and ensure handover of
service design package


Service Catalogue
Management
(no big changes from V3)

• Service Catalogue Structure - multiple
view options:

• 2 view : business & technical
• 3 view: wholesale, retail, supporting
services (example!)


Service Level
Management

• Activities include:
• Designing SLA frameworks

• Determine, document & agree on requirements

• Negotiate SLA’s for operational services

• Monitor Service Performance (against SLA)

• Producing Service Reports

• Conducting service reviews (SIP)


Service Level
Management

• Activities include: (continued)
• Collating, measuring and improving customer satisfaction

• Reviewing and revising SLAs, Service Scope and Underpinning Contracts

• Reviewing and revising OLAs, underpinning agreements and service scope

• Developing contracts and relationships

• Handling complaints and compliments


Availability Management

➡ Reactive Availability management
➡ Proactive Availability management
➡ reliability, serviceability, VBF, SFA,
FTA, SPOF, CFIA


Capacity Management

➡ Business, Service, Component
Capacity Management

➡ strong link with Demand Management
➡ Outputs:
CMIS, Capacity Plan, Service Performance Information and reports, Workload analysis
and reports, Ad hoc capacity and performance reports, Forecasts and predictive reports,
Thresholds, alerts and events, Improvement actions.


IT Service Continuity
Management

➡ 4 stages: Initiation, Requirements &
strategy, Implementation, Ongoing
operation.

➡ Recovery options: Manual workarounds, Reciprocal
Arrangements, Gradual Recovery, Intermediate Recovery, Fast
Recovery, Immediate Recovery

What happened to “do nothing”??!?


Information Security
Management
➡ Policies (no big changes from V3)

➡ Risk Assessment & management in information
security management

➡ Information Security Management system (plan,
implement, evaluate, maintain)

➡ Security Governance
➡ Security Controls (preventive, reductive, detective,
repressive, corrective)

➡ Management of security breaches and incidents


Supplier Management

➡ outputs:
Supplier & contracts management information system (SCMIS),
Supplier and contract performance information and reports,
supplier and contract review meeting minutes,
supplier SIPs,
supplier survey reports


How do I sit the exam?
Intermediate exam option:
1. Testing Centre via your training company
2. Online Testing at venue of your choice (the exam comes to you)

Where is the closest CSME testing centre
for Intermediate exams ?
http://kryteriononline.com/host_locations/nobranding.asp

“Our exam coordinator works with you to plan, organise and schedule your exam,
Saving you time, hassle and frustration!”
Ivanka Menken - CEO,The Art of Service

Intermediate
exam
8 questions
Complex multiple choice with
scenario
Graded answers:
5 points for the best answer
3 points for the next option
1 points for the next option
0 points for the distractor
28 points = pass
90 minutes to complete exam


ITIL certiﬁcation
Passrates in 2011
Art of Service
Global Students

Foundation 88% 89%

Intermediate
81% 85%
(average)

MALC 62.6% 100%


ITIL Student Feedback
I have purchased a good amount of your
products and it has been a pleasure to do
business with you.
21/11/2011 3:04
PM

Very good
service and response time from any staff I
communicated with. 23/11/2011 10:18 PM

I passed the exam with better results than
my co-workers!!! and I'm an old lady who
hasn't studied for 40 years!!!
30/11/2011 3:30 PM

More information?

• Our website:
http://theartofservice.com

• Our online store:
http://
store.theartofservice.com

• Our online learning Portal:
http://theartofservice.org

ITIL intermediate Service Design - how is ITIL V3 Service Design different from ITIL 2011 Service Design?

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ITIL intermediate Service Design - how is ITIL V3 Service Design different from ITIL 2011 Service Design?

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