Certifications:

ITIL® Intermediate: Service Design

Duration (days):

2 days classroom + 8 hours of self-paced e-learning

Delivery Method:

Classroom, E-learning

PMI PDUs:

21

Course Description:

This course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Design and learn to apply this knowledge in real life. Participants can complete e-learning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

Target Audience:

The Service Transition Lifecycle course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.

• Individuals who require understanding of the ITIL Service Transition phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.

• IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.

• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules

• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Learning Objectives:

Upon completion of this course and examination, the learner will gain competencies in:

• Understanding Service Management as a Practice and Service Design principles, purpose and objective

• Understanding how all Service Design processes interact with other Service Lifecycle processes

• The sub-processes, activities, methods and functions used in each of the Service Design processes

• The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence

• How to measure Service Design performance

• Understanding technology and implementation requirements in support of Service Design

• The challenges, critical success factors and risks related with Service Design

Pre-requisites:

Candidates for this course must:

• Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate

• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

  Course Student Material:

• Participants receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.

• Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader allowing for participants to read it as an e-book

• Participants receive a login and password for the e-learning modules recommended a couple of weeks before the classroom course starts. The e-learning materials are available for 2 years after completion of the course

Examination:

• Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Service Design Lifecycle course from an Accredited Training Provider is required to sit the exam
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a 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).
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is 28/40 or 70%.

Agenda: