The ITIL Intermediate Certificate in Service Design forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give participants a deep level of understanding of service design processes and roles.
This course is intended to enable people with foundation-level knowledge of IT service management to apply good practice in processes pertaining to the service design lifecycle phase.
The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, participants will be able to sit the ITIL intermediate examination in Service Design worth 3 credits.
This course is aimed at individuals who have attained the ITIL Foundation Certificate in Service Management and who wish to advance to higher level ITIL certifications. It gives participants a detailed understanding of the ITIL Service Design phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
Individuals who may find this course of interest include IT professionals working within or about to enter a Service Design environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.
The course takes place over 3 days.
Examination
The examination format is:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark (28/40)
The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.
ITIL Service Design (a three-day course)
Course Content
Introduction to service design
- Purpose, goals and objectives
- Scope of service design
- Interfaces with other lifecycle phases
- Service design and business value
Service design principles
- Balanced design
- Service requirements
- Design activities, aspects, constraints
- Service design models
Service design processes
- Design coordination
- Service level management
- Service catalogue management
- Capacity management
- Availability management
- Service continuity management
- Information security management
- Supplier management
Service design technology-related activities
- Requirements engineering
- Data and information management
- Applications management
Organizing service design
- Roles and responsibilities
- Organisational context
Tools and technology for service design
Implementation and improvement of service design
Challenges, CSFs and risks
Examination
The examination format is:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark (28/40).
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