ITIL^® Intermediate Qualification:
Service Design

What is this course about?

In this course, you learn how to plan, manage and optimize the service design processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Service Design Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. This course is also valuable for those who need a detailed understanding of the ITIL service design phase of the ITIL core lifecycle, including IT managers, team leaders and operational staff, project managers, IT consultants and key business users.

Which ITIL processes are covered in this course?

The ITIL Service Design Certificate syllabus covers the following topics:

• Introduction to service design
• Service design principles
• Service design processes (design coordination, service catalog management, service level management, availability management, capacity management, IT service continuity management, information security management, supplier management)
• Service design technology-related activities
• Organizing for service design
• Technology considerations
• Implementation and improvement of service design
• Challenges, critical success factors and risks

What background do I need?

You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route to attend this course and take the ITIL Certification Exam on the final day of class.

It is also recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Transition publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Service Design, you earn three credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

What changes were made to the ITIL Service Design book for ITIL 2011?

Throughout the updated ITIL Service Design publication, there has been a particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage, with the addition of the design coordination process. Other significant clarifications include the five aspects of service design, the design of the service portfolio, and the terminology related to service catalogue views.

How did the syllabus for this certification change for ITIL 2011?

The service design syllabus has minor changes to the coverage required for each syllabus section and minor changes to the recommended contact hours for each section. The coverage of service design challenges, critical success factors and risks remains but has been moved to an additional syllabus section (section eight). The syllabus now includes coverage of a new process called design coordination and its associated topics: purpose, objectives, scope, value to the business, policies, principles, basic concepts, triggers, inputs, outputs, interfaces, critical success factors, key performance indicators, challenges and risks.

How much time is spent on each topic?

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme.

The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organizations and individuals manage their projects, programs and services.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Lifecycle stream:

• 982, ITIL® Intermediate Qualification: Service Strategy 
• 992, ITIL® Intermediate Qualification: Service Transition 
• 991, ITIL® Intermediate Qualification: Service Operation 
• 994, ITIL® Intermediate Qualification: Continual Service Improvement 

The following courses are part of the ITIL Capability stream:

• 995, ITIL® Intermediate Qualification: Operational Support and Analysis 
• 997, ITIL® Intermediate Qualification: Planning, Protection and Optimization 
• 996, ITIL® Intermediate Qualification: Release, Control and Validation 
• 998, ITIL® Intermediate Qualification: Service Offerings and Agreements 

These certification courses may also be of interest:

• 983, ITIL® Managing Across the Lifecycle Qualification 
• 3801, Achieving Change Analyst Certification within ITIL® Service Management