Course

ITIL Intermediate Lifecycle

Service Design course

ITIL Intermediate examination

The course forms part of the ITIL® Intermediate qualification program.


Course Content

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).
  • Open/Closed Book: Closed Book

 

 

Target Audience

  • *   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 Operation 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 Operation 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.