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ITIL® Service Design (SD)

ITIL® Service Design (SD)

ITIL® Credits: 3 Credits to ITIL® Expert
Duration: 3 Days
Learning Formats:
eLearning: $40
eLearning Bundle: $310
eLearning Bundle w/Coursepack: $385
Virtual Classroom: $1,949
Classroom: $1,949
Exam: $280

Product Description

The  ITIL® Service Design 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

AUDIENCE

The ITIL® Service Design Lifecycle course will be of interest to:

Individuals who have their ITIL® Foundation Certificate who want to purse the intermediate and advanced level ITIL® certifications.

Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.

IT professionals working in or new to a Service Design environment who require and understanding of the concepts, processes, functions and activities involved.

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.

A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of design activities within the Service Lifecycle.

LEARNING OBJECTIVES

Upon completion of the ITIL® Service Design course and examination, the learner will gain competencies in:

Understanding Service Management as a Practice and Service Design principles, purpose and objective

Understanding how all Service Design processes interact with other Service Lifecycle processes

The sub-processes, activities, methods and functions used in each of the Service Design processes

The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence

How to measure Service Design performance

Understanding technology and implementation requirements in support of Service Design

The challenges, critical success factors and risks related with Service Design

PREREQUISITES

Candidates for this course must hold an ITIL® Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL® , e.g.: ITIL® v2, must pass the current ITIL® Foundation exam before attending this course)

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

EXAMINATION

Evidence of ITIL® Foundation Certificate and completion of the Service Design Lifecycle course from an Accredited Training Provider is required to sit the exam

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination.

The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.

Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)

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.

Pass score is 28/40 or 70%

Distinction pass score is under consideration

AGENDA

 Day 1  Day 2  Day 3
Introduction to SD Service Design Process Service Design Technology Related Activities
Service Design Principals Organizing for SD
Consideration for Technology
Lunch
Service Design Principals Service Design Processes Implementing & Improvement of Service Design
Service Design Processes Exam Prep / Mock Exam
Exam
Homework (review of day’s material)