The ITIL Service Design course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL Service Design publication. The course and associated examination are free-standing and form part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Expert Certificate in IT Service Management and carries a credit value of 3 points.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL Service Design certificate:
The course and examination are suitable for:
Students wishing to attend this course and take the examination must fulfil the following requirements:
In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.
The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.
The course will cover:
The purpose, goals, objectives and scope of service design, the business value of service design activities, the context of service design in the ITIL service lifecycle and the inputs and outputs of service design including the service design package.
Service design principles and service composition. The importance of, and approach to, balanced design and the requirements gathering for services. Design activities, constraints and models, including the aspects of service design and the management of service design processes.
The managerial and supervisory aspects of the ITIL processes covered in the service design stage, excluding the day-to-day operation of the processes (covered in the Planning, Protection and Control Capability module)
The management of technology related activities commonly performed in the service design stage, including requirements engineering related to data and information management, as well as application management.
Service design roles, responsibilities and capabilities and techniques for assigning roles.
Technology considerations for service design including the types of tools that would benefit service design and requirements for service management tools.
Typical service design issues, prerequisites for success, and the six stage implementation approach. Techniques including business impact analysis, service level requirements and risk assessment.
The challenges and risks facing service design and how critical success factors (CSFs) contribute to service design.
Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.
The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Design Certificate.
The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.
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