|
 ITIL® Service Design Certification Program
Program Overview
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 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 and design as
documented in the ITIL® Service Design
publication.
Duration
This program
is offered over a 3-day period and includes approximately 21 hours
of student-instructor interaction; a 1.5 hours formal certification
exam on the following week.
The course
approach combines theoretical and hands-on knowledge transfer,
including individual and group practical exercises.
Current Delivery Method
- Instructor
led Classroom based
(In-House and Public Course)
- The Minimum
number of students per session is 6 where the maximum
is 12.
Audience
·
The audience for the ITIL®
Intermediate Qualification: Service Design Certificate includes, but
is not limited to CIOs, CTOs, managers, supervisory staff, team
leaders, designers, architects, planners, IT consultants, IT audit
managers, IT security managers and ITSM trainers involved in the
ongoing management, coordination and integration of design
activities within the Service Lifecycle
·
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
·
The program covers the management and control of the
activities and techniques within Service Design, but not the detail
of each of the supporting processes. This program may also be of
interest to:
o
Individuals who require a detailed understanding of
the ITIL®
Service Design phase of the ITIL® core
Lifecycle and how it may be implemented to enhance the quality of IT
service provision within an organization
o
IT professionals working within or about to enter a
Service Design environment and requiring an understanding of the
concepts, processes, functions and activities involved
o
Individuals seeking progress towards the ITIL®
Master in IT Service Management for which the ITIL®
Expert is a prerequisite
Exam Note:
The success in achieving this certification is highly
dependant upon participants’ effort in doing their homework, and
self-study before and during the program. Therefore, it is highly
recommended that
The exam is scheduled one week to maximum two weeks
after the training to allow sufficient time for preparation.
Participants may purchase the appropriate ITIL®
publication to enable them proper
review, study and preparation.
Prerequisites
Candidates
wishing to be trained and examined for this qualification must
already hold the ITIL® Foundation Certificate
in IT Service Management (the Foundation or V2 Foundation plus
V3
Bridge Certificate) which shall be presented as documentary evidence
to gain admission.
Additionally,
to be eligible for the ITIL® Intermediate:
Service Design Qualification, candidates shall fulfill the following
requirements:
·
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/scheme
·
It is recommended that students should complete at
least 21 hours of personal study by reviewing the syllabus and the
Service Design publication in preparation for the examination
·
There is no minimum requirement but a basic IT
literacy and around 2 years IT experience are highly desirable
Content and Objectives
Through a series of lectures designed at achieving a
clear understanding of the
ITIL®
Best Practice lifecycle
approach and through various exercises, assignments and discussions,
participants can expect to gain competencies in the following upon
successful completion of the education and examination components
related to this certification:
·
Management and control of all Service Design
activities
·
Management and application of Service Design
concepts, inputs, outputs and activities
·
Knowledge of Service Design principles and management
of Service Design processes
·
Control and coordination of Service Design technology
related activities
·
Justification and control of the organizational and
technological issues on Service Design
·
Analysis, justification and selection of the
implementation approaches, challenges, critical success factors and
risks
The
program will cover the following modules:
Introduction to Service Design
This unit
introduces the candidate to the concepts and terminology in the
field of Service Design. To meet the learning outcomes and
examination level of difficulty, the candidates must be able to
understand and describe:
·
the concept of Service Management as a practice
·
the concept of Service, its value proposition and
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
Service
Design Principles
This unit
covers Service Design principles. To meet the learning outcomes and
examination level of difficulty, the candidates must 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
·
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
Service Design Processes
This unit covers the managerial and supervisory
aspects of the ITIL® processes covered in the Service Design stage,
(but excludes the day to day operation of the processes which is
covered in the corresponding Capability Modules). To meet the
learning outcomes and examination level of difficulty, the
candidates must be able to understand, describe, identify,
demonstrate, apply, distinguish, produce, decide, or analyze:
·
the activities and techniques, but not the detailed
process steps, for the following processes
o
Service Catalogue Management
o
Service Level Management
o
Capacity Management
o
Availability Management
o
IT Service Continuity Management
o
Information Security Management
o
Supplier Management
·
the principles and the five aspects of Service Design
(to the management of Service Design processes)
Service
Design technology related activities
This unit
covers the management of technology related activities commonly
performed in the Service Design stage. To meet the learning outcomes
and examination level of difficulty, the candidates must 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
Organizing
for Service Design
This unit
covers the managerial and supervisory aspects associated with the
Service Design roles, responsibilities and capabilities. It enables
candidates to understand, describe, identify, demonstrate, apply,
distinguish, produce, decide or analyze:
·
functional roles analysis and RACI
·
the roles and responsibilities within Service Design
Consideration
of Technology
This unit
covers technology considerations for Service Design. To meet the
learning outcomes and examination level of difficulty, the
candidates must 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
Implementation and improvement of Service Design
This unit
covers the implementation and improvement of Service Design in an
organization. It will enable 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
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the
previous modules and prepares candidates for the examination through
the review and practice of a mock examination. The Examination is
comprised of eight
(8) multiple choice, scenario-based, gradient scored questions. The
standard duration of the exam is Maximum 90 minutes.
Program Material
This training program includes the following as
reference documentation:
·
Program slide presentation
·
ITIL® acronyms and glossary
·
Sample examination questions and answers
Simulation and practical application
· We
provide the students with real life experiences; we use the client
organization as “Case study” example for the purpose of discussion
to show the value of using best practice. We integrate group
exercises and sample exam questions to simulate and practice the
subject matter.
Please
Click Here to
contact our Training Program Advisor to obtain more detail on this program.
 
|
