Intermediate Lifecycle – Service Design

ITIL® Service Lifecycle - Service Design

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% or more.

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

Course Benefits

Benefits in enrolling with us includes:

• Best industry accredited and Experienced Trainers
• Highest Pass Rates - over 98% across all our courses
• Best industry accredited course materials
• Most Affordable Top Quality Courses
• Comfortable and Convenient Venues
• Refreshments Provided
• Excellent Customer Service
• Free Foundation Exam Retake
• Convenient Weekend Courses
• Free Practitioner Course Retake
• Discounts for groups of at least 4 members