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 Course Benefits
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Learn how to successfully implement ITIL Service Design best practices
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Learn how to manage the efficient and effective design of new or changed IT services - including requirements management, design constraints, design models and Service Design Packages
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Understand how to provide value to the customer, service provider and IT organization
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Learn how to analyse, justify and select the best design approach and overcome challenges, whilst managing critical success factors and risk
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Learn the knowledge required to pass the ITIL Intermediate Service Design Exam
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Gain an additional 3 credits towards your ITIL Expert certification status
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Course Quick Links
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Service Design - Course Introduction
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The Service Lifecycle stream contains five courses that all focus on concepts relevant to management and control.
This ITIL V3 Intermediate Qualification: Service Design is a free-standing qualification, but is also part of the ITIL Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL Expert in IT Service Management Certificate.
The learning units within each module of the Service Lifecycle stream are:
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Introduction and Principles |
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Processes and Activities |
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Technology |
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Implementation |
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Challenges, critical success factors and risks |
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An understanding of all elements of the Lifecycle stage, processes, activities, technology, organization, challenges are all included and are to be used within a management and control context. |
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Service Design - Key Learning Outcomes |
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The Definition of Service Design, including its purpose and objective
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Management and application of Service Design concepts, inputs, outputs and activities
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Knowledge of Service Design principles and management of Service Design processes
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Control and coordination of Service Design technology related activities
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Justification and control of the organisational and technological issues on Service Design
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Analysis, justification and selection of the implementation approaches, challenges,critical success factors and risks
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Service Design - Course Contents
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Introduction to Service Design
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This unit introduces the candidate to the concepts and terminology in the field of Service Design.
Be able to understand and describe:-
- The concept of Service Management as a practice
- The concept of Service, its value proposition/composition
- The concepts of Function, Process and Role
- The purpose, goals and objectives of Service Design
- The scope of Service Design
- The business value
- The contents and use of the Service Design Package
- The contents and use of Service Acceptance Criteria
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Service Design Principles
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- Service Design principles and service composition
- The importance and approach to balanced design
- Service requirements, business requirements and drivers
- Design activities and constraints
- The principles and the five aspects of Service Design to the management of Service Design processes
- The Context of Service Design
- Designing service solutions
- Designing supporting systems, especially the Service Portfolio
- Designing technology architectures
- Designing processes
- Designing measurement systems and metrics
- Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
- Service Design models
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Service Design Processes
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This unit covers the managerial and supervisory aspects of the ITIL processes covered in the Service Design stage.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze the activities and techniques:
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- The principles and the five aspects of Service Design
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Service Design Related Activities
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This unit provides a high-level view of the communications and stakeholder management activities which support Service Design.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Requirement types and manage activities and techniques within Requirements Engineering
- The activities and techniques within Data and Information Management
- Activities and techniques associated with Application Management
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Organising for Service Design
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This unit covers the managerial and supervisory aspects associated with the Service Design roles, responsibilities and capabilities.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze: -
- Functional roles analysis and RACI
- The roles and responsibilities within Service Design
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Considerations of Technology for Service Design
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- The types of tools that would benefit Service Design
- Requirements for Service Management tools
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Implementation and Improvement of Service Design
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- The Service Design issues relating to:-
- Business Impact Analysis, Service Level Requirements and risks
- The six-stage implementation approach
- Measurements through Critical Success Factors and Key Performance Indicators
- Prerequisites for success and risks affecting Service Design activities and processes
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Service Design – Training and Certification Contents
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This course is delivered online through a dedicated learning portal
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You have 100 consecutive days online access to: -
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Extended Video tutorials (watch as often as you like)
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Downloadable, detailed study guides (printable too)
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Mindmap and supporting learning resources
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Practice quizzes and exercises to reinforce learning
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Copy of official course syllabus and study planner
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ITIL V3 Service Design full text and diagrams
(one year’s access – eBook format)
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ITIL Expert Tutor Support (via Email)
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Two official practice exam papers plus answers
(with full rationale behind each answer)
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Exam Preparation guide with hints and tips
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Your Web Based Exam with instant on-screen results
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Official Certificate and PIN delivered to your door
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Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate; or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate.
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The appropriate certificate(s) must be provided by email (attachment) or fax (a copy) before successfully gaining admission to this course.
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You can use our online form to upload your certificate(s) when you purchase.
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Service Design - Exam Entry Criteria
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Mandatory:
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Minimum of 21 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 21 hours of personal study by reviewing the syllabus and the Service Operation eBook (included) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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Service Design - Exam Details
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The exam is web based and may be taken at a location such as your place of work (typically a quiet office or meeting room) or a public library
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You will arrange your own local ‘proctor’ – this is someone who arranges and supervises your exam session for you and complies with the examination agencies rules
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby 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.
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The pass mark for the exam is 28 marks out of 40 (70%)
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Service Design - Course Details
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Ask questions & get answers