ITIL® Service Design (SD)

Course Description:

ITIL Version 3 is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.  The official ITIL® v3 qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL V3 practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.

The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL V3 processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL® v3 (version 3) SD (Service Design) course is part of the ITIL® v3 Intermediate Lifecycle certification stream.  The course prepares candidates to take the ITIL® v3 Service Design Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Targeted Group:

The target group of the ITIL Service Design certificate in IT Service Management is drawn from:

·         Capacity Manager

·         Availability Manager

·         Service Level Manager

·         Business Continuity Manager

·         Service Portfolio Manager

This may include but is not limited to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL Service Design phase of the Lifecycle and the affected processes, functions and activities and their application.

Learning Objectives:

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.

Course Approach:

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Design stage of the Service Lifecycle.  This lifecycle stage focuses on enabling Service Delivery by designing services in-line with the Service Strategy.  An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL v3 Intermediate Service Design certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace.  Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance.  Practical assignments are used throughout the course to enhance the learning experience.

Certificate:

ITIL® Service Design

Duration:

4 days

Course Delivery:

Classroom or Virtual Classroom

Languages:

Arabic, English, Spanish, Japanese, Portuguese, Dutch, French, Italian, German

Reference Materials:

Core set of 5 ITIL books.

About the Examination:

Multiple choice, scenario-based, gradient scored questions.

Number of Questions: 8

Pass Score: 28/40 or 70%

Exam Delivery: Online or paper based

Exam Duration: 90 minutes

Open/Closed Book: Closed Book

Prerequisites:

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Credits:

Upon successfully achieving the ITIL v3 Service Design certificate, students earn 3 credits in the ITIL® v3 qualification scheme.

Project Management Institute –Professional Development Units (PDUs) = 28

Course Student Material:

Students will receive an ITIL V3 Service Design classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Course Content:

Please download the Fact Sheet for detailed course content.