ITIL v3 Service Design

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 Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge of industry practices in Service Management as documented in the ITIL Service Design publication.

Our courses are delivered by authorised trainers who are highly experienced in their field. As an ISEB accredited Course Provider we have delivered accredited training for many years. Our pass rates are consistently above the national average.

Target group

The main target group for the ITIL Intermediate Qualification: Service Design Certificate includes, but is not restricted 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.

The course syllabus covers the management and control of the activities and techniques within Service Design, but not the detail of each of the supporting processes.

The course may also be of interest to:

• 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 organisation
• IT professionals working within or about to enter a Service Design environment and requiring an 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

Learning objectives

Candidates 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 organisational and technological issues on Service Design
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks

In addition the training for this certification should include examination preparation, including a mock examination opportunity.

Learning outcomes

Following completion of this unit, the candidate will know:

• The importance of Service Management as a Practice concept and Service Design Principals, Purpose and Objective
• How all processes in ITIL Service Design interact with other Service Lifecycle Processes
• The sub-processes, activities, methods and functions used in each of the ITIL Service Design processes
• The roles and responsibilities within ITIL Service Design and the activities and functions to achieve Service Design excellence
• How to measure ITIL Service Design
• Technology and implementation considerations surrounding ITIL Service Design
• Challenges, Critical Success Factors and Risks associated to ITIL Service Design

Prerequisite entry criteria

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

It is strongly recommended that candidates read the ITIL Service Design publication in advance of attending training for the certification.

Examination

• Eight (8) multiple choice, scenario-based, gradient scored questions over 90 minutes
• 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