Course Duration: 4 Days

Course Category: Information Controls & Security

 

28 PDUs (Professional Development Units)

Service Design: ITIL® Intermediate Lifecycle Track Certification

 

About ITIL Intermediate


The ITIL Intermediate modules go into more detail than the Foundation level, and are an industry-recognised qualification. Candidates can take as few or as many Intermediate qualifications as they require, and to suit their needs. Intermediate-level courses provide IT professionals with the knowledge, skills, and competencies required to apply or manage the application of specific areas of ITIL best practices in a Service Management environment. If you’ve already obtained Foundation certification, you can focus your education on particular category of processes. ITIL Intermediate level has 2 different tracks with each track holding a different focus on audience and set of objectives.

  • ITIL Intermediate : Lifecycle Track
  • ITIL Intermediate : Capability Track

ITIL Intermediate: Lifecycle Track

Lifecycle Track is a Service Manager approach. Simply put a Lifecycle track is for those managing ITSM implementation. Candidates seeking a management/team leader role in their company that requires a broad management focus of ITIL practice areas and work across teams or manage multiple capability areas, the Lifecycle Modules will be of interest to them:

  • Service Strategy (SS)
  • Service Design (SD)
  • Service Transition (ST)
  • Service Operation (SO)
  • Continual Service Improvement (CSI)

Each module within Lifecycle Track has 3 credit points.

The Lifecycle modules will be of interest to those who wish to understand the full Service Lifecycle, the use of processes and practices and the management capabilities that are needed to deliver quality service management practices in an organization.

 

ITIL Intermediate: Capability Track

 

Capability Track is a Practitioner’s approach. Simply put a Capability track is for those working in the daily process activities. Candidates looking to gain intense, specialized, process-level knowledge in one or more process, with focus on the day-to-day execution of ITIL practices, the Capability Modules will be of interest to them:

  • Planning, Protection and Optimization (PPO)
  • Service Offerings and Agreements (SOA)
  • Release, Control and Validation (RCV)
  • Operational Support and Analysis (OSA)

Each module within Capability Track has 4 credit points.

The Capability modules will be of interest to those who seek deeper, hands-on understanding of specific IT service management processes, process activities, and the execution and use of these processes throughout the Lifecycle.

ITIL Intermediate: Service Design

The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Design publication. 

 

 

ITIL Intermediate: Service Design

The ITIL Intermediate Qualification: Service Design Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Design publication. 

 

 

What You Will Get?

This qualification provides a complete management-level overview of service design, including all its related activities.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  •     Introduction to service design
  •     Service design principles
  •     Service design processes
  •     Service design technology-related activities
  •     Organizing for service design
  •     Technology considerations
  •     Implementation and improvement of service design
  •     Challenges, critical success factors and risks


In addition, the training for this certification should include examination preparation, including a mock examination opportunity. 

 

Why should I Take It?

The modular structure of the Intermediate level allows candidates to develop an ITIL specialism. The Service Design module will help you to gain the knowledge, skills and management techniques to coordinate all activities within this Lifecycle stage.

Capability modules which would enhance your knowledge gained from this module are:

  •     Service Offerings and Agreements (SOA)
  •     Planning, Protection and Optimization (PPO) 
Who should Take?
As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years professional experience working in IT Service Management.

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted to:

  •     Chief information officers (CIOs)
  •     Chief technology officers (CTOs)
  •     Managers
  •     Supervisory staff
  •     Team leaders
  •     Service designers
  •     IT architects
  •     IT planners
  •     IT consultants
  •     IT audit managers
  •     IT security managers
  •     ITSM trainers involved in the on-going management, coordination and integration of design activities within the service lifecycle
  •     Individuals who require a detailed understanding of the ITIL service design stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  •     IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved
  •     Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  •     Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  •  
Pre-Requisites

Course Participation Pre-Requisites:
There are no prerequisites to attend the training

Certification Exam Pre-Requisites:
To earn the ITIL Intermediate: Service design qualification, applicants must meet the following criteria:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course
  •  A basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL Foundation Certificate in IT Service Management qualification (or other appropriate earlier ITIL and bridge qualifications)

 

 

Why should I Take It?

The modular structure of the Intermediate level allows candidates to develop an ITIL specialism. The Service Design module will help you to gain the knowledge, skills and management techniques to coordinate all activities within this Lifecycle stage.

Capability modules which would enhance your knowledge gained from this module are:

  •     Service Offerings and Agreements (SOA)
  •     Planning, Protection and Optimization (PPO) 

 

 

Course Syllabus
1.    Introduction to Service Design

  •     Purpose, goals and objectives of service design
  •     Scope of service design
  •     Business value
  •     The context of service design in the ITIL service lifecycle
  •     Service design inputs and outputs and the contents and use of the service design package
  •     The contents and use of service acceptance criteria

2.    Service Design Principles

  • Holistic service design, service composition and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements and Drivers
  • Design activities and their constraints
  • The five aspects of service design:
    • Design aspects
    • Designing service solutions
    • Designing supporting systems, especially the service portfolio
    • Designing technology architectures
    • Designing processes
    • Designing measurement systems and metrics
  • Service-oriented architecture principles
  • Service design models

3.    Service Design Processes

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, ouptuts and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks

4.    Service Design Technology-Related Activities

  • The service design activities and techniques within:
    • Requirements engineering
    • Data and information management
  • The service design activities and techniques associated with application management

5.    Organizing for Service Design

  • Functional roles analysis and the use of the RACI matrix
  • The functions within service design
  • The roles and responsibilities within service design

6.    Technology Considerations

  • The types of tools that would benefit service design
  • Requirements for service management tools

7.    Implementation and Improvement of Service Design

  • The service design issues relating to business impact analysis, service level requirements and risks
  • The six-stage implementation approach
  •     Measurements of service design, a prerequisite for success

8.    Challenges, Risks and Critical Success Factors

9.    Summary, Exam Preparation and Mock Exam

 

Training and Exam Duration

Training: 4 days

The course material shall be issued on the first day of the course during registration.

Exam: 90 minutes (1.5 hour) duration

 

Exam Pattern

The ITIL Intermediate: Service Design exam consists of 8 multiple choice questions.
The exam is closed-book, i.e. no materials are allowed to be used. The candidate must achieve at least 70% (28 out of 40) of the total score possible to pass.

 

ITIL is a Registered Trade Mark of AXELOS Limited.
The Swirl Logo and the ITIL Licensed Affiliate Logo are Trade Marks of AXELOS Limited.

 

Processworks is a Licensed Affiliate of InfoTech HelpLine, which is a PEOPLECERT Accredited Training Organization (ATO) for the ITIL Foundation Course.

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