Intermediate Service Design Online Course

Our ITIL Service Design Online Course has over 95% pass rates. You will be given everything you need to sit and pass your online exam (which is also included). Our ITIL courses are accredited by AXELOS, APMG and PEOPLECERT and offers so much more than online training. Full tutor support is offered throughout your learning.

You can sit for the online exam at home or in your office using your laptop/computer with a stable internet connection, a web cam and microphone at any convenient time. Let us know when you are ready to book your exam and we will arrange this for you. Your tutor provides support all the way through and will suggest when you are ready. You must pass the ITIL Foundation before you can sit for the ITIL Practitioner, Intermediate and MALC courses’ examinations.

Materials Provided

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Podcasts
  • Official Syllabus
  • Sample exams
  • Case studies
  • Tutor email support
  • Exam guidance

You have sixty days’ online access to this course.

ITIL® Service Lifecycle - Service Design Course

ITIL® is a Registered Trade Mark of AXELOS Limited

Pre-Reading Material
  • It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 Bridge equivalent.
  • Please note that delegates are advised to purchase and read the following publications in advance of the course: Service Design 2011 Edition and Continual Service Improvement 2011 Edition.
  • It is recommended that Intermediate courses require 2 hours of home study each evening.
ITIL® Intermediate Service Design examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70%.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Service Design
  • Understand the strategy of differentiating value-creation and articulate all the benefits to the business that result from efficient Service Design
  • Service Acceptance Criteria and how to use them to create value
  • The contents and use of Service Design Packages
  • The underpinning processes, functions and assets that link business value to IT services
  • The fundamental aspects of Service Design
Service Design Principles
  • Design service solutions related to a customer’s needs
  • Design and utilize the Service Portfolio to enhance business value
  • The measurement systems and metrics
  • Service Design models to accommodate different service solutions
Service Design Processes
  • The interaction of Service Design processes
  • The flow of Service Design as it relates to the business and customer
  • The five Design Aspects and how they are incorporated into the Service Design process
Service Design technology related activities
  • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; Functional, Management/Operations and Usability
  • The design of technical architectures for Data and Information Management, and Application Management
Organizing for Service Design
  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT Service Management
  • The Service Design roles and responsibilities, where and how they are used and how a Service
  • Design organization would be structured to use these roles
Consideration of Technology
  • Service Design related Service Management tools, where and how they would be used
  • The benefits and types of tools that support Service Design
Implementation and improvement of Service Design
  • The creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to improve designed services
  • The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
  • How Business Impact Analysis, Service Level Requirements and risk assessment can affect service design solutions
Exam Format
  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Closed Book
Course Fee Includes:
  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL® Examination fee and Certificate
  • Refreshments

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