ITIL® Intermediate: Service Design, Exam included

Introduction

This 3 days course let participants deepen and/or formalise their understanding of the second step in service lifecycle. It covers topics from  integrating ITIL® with the world of projects to impementing the 8 Design processes. Good service design and their architectures are critical to deliver efficiently services of high quality and to increase customers' and users' satisfaction.
This course is designed to balance theory, practical exercices; and review of current ITIL® implementation. At the end of this training, candidates will get enough knowledge and understanding to take the ITIL® Intermediate Qualification : Service Deign examination.

Audience

This course is intended for people who want to:
  • Pass the ITIL® Intermediate Qualification: Service Design examination,
  • Formalise their experience and analyse their current ITIL® implementation

This includes, amongst others:
  • IT directors and managers, technology managers
  • Other managers, supervisors, team managers
  • Designers, architects, planners
  • IT consultants, IT auditors
  • IT security managers and officers

Prerequisites

Candidates have to show their ITIL® v3 Foundation ou Foundation Bridge certificate to the trainer before the third day of course. It is strongly recommended to read the officiel ITIL® Service Design publication before the course.

At course completion

After completing this course, participants will be able to:

  • A deeper understanding of ITIL® Service Design philosophy, processes and activities
  • Develop an heuristic approach to implement ITIL® Service Design
  • Pass the ITIL® Intermediate Qualification: Service Design examination

Exams

This course prepare to pass the ITIL® Intermediate : Service Design exam.
This exam is made of 8 gradient multiple choice questions, lasts 90 minutes with a passing score of 70%.
Each question is scenario based, each question having its own scenario. Each proposed option get a different number of marks (5, 3, 1, 0) depending on how much it fits with the scenario. If you are a PMP® credential holder, this course gives you 21 PDUs.

Course outline

Module 1: Introduction to ITIL® Service Design
Module 2: Principes for Service Design
Module 3: 8 Processus of Service Design
Module 4: Activities and technologies
Module 5: Service Design organisation
Module 6: Technological considerations
Module 7: Implementating and improving Service Design
Module 8: Challenges, success factors and risks
Module 9 : Review and exam preparation

ITIL® is a registered trade mark of AXELOS Limited

Documentation

Printed slides to review and take notes
Official publication (ITIL® Design)

Cursus de certification

Following the ITIL® Foundation certificate, this certificate is a complement (3 crédits) to gain 17 crédits required to pass the Manage through the Across the service LifeCycle (MALC) and receive the ITIL® Expert credential. Missing credits will be acquired through other intermediate certificates (see below for a list of possible course to gain credits).

Lab

These exercices listed here are indicative and may be completed with complementary labs depending on participants' objectives and available time.
 
Module 1 :
  • Why implementing a Service management?
  • Identify inputs from / outputs to other service lifecycle stages
  • Assess your current Service management maturity level

Module 3
  • Negotiate a Service Level Agreement (SLA)
  • Explain to IT teams the users' perspective about service availability
  • Identify constraints to implement efficient and effective capacity management; how to deal with them?
  • Identify risks related to the execution of a Disaster Recovery Plan (DRP)

Module 5
  • Define roles and responsibilities for Process Owner and Process Manager

Formations complémentaires

Training: ITIL® Foundation
Training: ITIL® Intermediate Strategy
Training: ITIL® Intermediate Transition
Training: ITIL® Intermediate Operation
Training: ITIL® Intermediate Continual Service Improvement (CSI)
Training: ITIL® Intermediate Practitioner