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.
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.
Candidates can expect to gain knowledge and understanding in the following:
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
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
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
Service Design related Service Management tools, where and how they would be used The benefits and types of tools that support 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
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