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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.


 
Course Outline
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 - 3 days instructor-led
Version - 3
Credits Towards Expert Certification - 3
Exam - included (afternoon of final day)
PDUs - 18
Course Materials - Accredited Course Manual, Exam Prep Questions and Answers, and OGC Service Design Book


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 afternoon of the final day.

The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises.  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:
        > 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 
        > 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
       

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. 

Course participants should review the appropriate ITIL® V3 OGC publication to enable them proper review, study and preparation.
 
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 

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
    * Service Catalogue Management
    * Service Level Management 
    * Capacity Management
    * Availability Management
    * IT Service Continuity Management
    * Information Security Management
    * 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
The program includes the following program material:
    * Program slide presentation
    * Sample examination questions and answers
    * ITIL® acronyms and glossary
Prerequisites & Certificates
Pre-Requisites

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. 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 * Hold the ITIL® V3 Foundation Certificate in IT Service Management or ITIL® V2 Foundation plus the bridging certificate * 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

Certificates offered

Credits Towards Expert Certification - 3 Exam - included (afternoon of final day) PDUs - 18 Course Materials - Accredited Course Manual, Exam Prep Questions and Answers, and OGC Service Design Book


Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
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Here are some reviews of the training vendor.
I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
no
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‘real life’ discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
no
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
good!
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 2012
Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.
Reviewed by 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 2011
The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.
Reviewed by 2011
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