ITIL® Intermediate SD Certification Training

ITIL Intermediate SD certification is beneficial for professionals like Chief Information Officers (CIOs), Chief Technology Officers (CTOs), service designers, IT architects, IT planners, IT consultants, IT audit managers, and IT security managers. It is also well suited for ITSM trainers, ITIL Foundation certified individuals and professionals who require an in-depth understanding of the ITIL Service Design stage.

The ITIL Intermediate Service Design exam can only be taken as part of an accredited training course. To be eligible for the ITIL Intermediate Module – Service Design qualification, candidates need to have a minimum of 21 hours of instruction with an accredited training organization and an ITIL Foundation Certificate in IT Service Management. Two years of experience in the field of IT is highly desirable. Candidates should spend some time reviewing the syllabus and the ITIL Service Design publication to prepare for the exam.

• ITIL® Intermediate SD

  Preview

  • Learning Unit 00 - Introductory lesson

    20:46Preview

    • 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

    39:34Preview

    • 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

    01:19:49Preview

    • 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

      01:29

    • 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

    05:35:03Preview

    • 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

    38:19Preview

    • 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

    24:17Preview

    • 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

    12:41Preview

    • 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

    24:45Preview

    • 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

    10:01Preview

    • 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

    03:43Preview

    • 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