Duration:
3 days
Course Delivery:
Classroom
Languages:
English ITL9336
Credits:
3 Credits to ITIL expert
PMI® PDUs:
ITL9336
ITIL® v3 Service Design Lifecycle Course
Certificate:
ITIL® Service Design Lifecycle
Duration:
3 days
Course Delivery:
Classroom
Languages:
English ITL9336
Credits:
3 Credits to ITIL expert
PMI® PDUs:
ITL9336
ITIL® v3 Service Design Lifecycle Course
Certificate:
ITIL® Service Design Lifecycle
Duration:
3 days
Course Delivery:
Classroom
Languages:
English ITL9336
Credits:
3 Credits to ITIL expert
PMI® PDUs:
Course Description:
This 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 Service Design Lifecycle course will be of interest to:
Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge 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 this 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
Course Organizational Logistics:
A maximum of 18 people can attend this course with 1 instructor
Classroom with U-shaped seating arrangement
2 break out rooms where available
Whiteboard, flipchart, projector
Previous ITIL Certificate numbers need to be provided prior to the start of the course
Course runs 08:00 – 5:00 each day – the exam can be schedule from 3:30 – 5:00 on the last day
Prerequisites:
Candidates for this course must:
Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course Student Material
Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions.
About the Examination:
Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of 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 syllabus can be downloaded from:
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
Credits:
Upon successful passing of the ITIL v3 Service Design Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
Project Management Institute – Professional Development Units (PDUs) = 21
Agenda:
Day3
- 1. Introduction & Introduction to SD
- 3. Service Design Processes
- 4. Service Design Technology Related Activities
- 2. Service Design Principles
- 5. Organizing for Service Design
- 6. Consideration of Technology
- 7. Implementation and improvement of Service Design
Lunch
- 2. Service Design Principles
- 3. Service Design Processes
- 7. Implementation and improvement of Service Design
- 3. Service Design Processes
- 4. Service Design Technology Related Activities
- 8. Exam Preparation/Mock Exam
Homework (review of day’s material)
Exam
Ordering Options:
Description
Code
v3 Service Design Lifecycle Course – Materials printed by ITpreneurs
ITL9336MPI
v3 Service Design Lifecycle Course – Materials printed by partners
ITL9336MPP
v3 Service Design Lifecycle – Online exam
ITL9336XO
v3 Service Design Lifecycle – Paper exam
ITL9336XP
v3 Service Design Lifecycle – Instructor
ITL9336I
ITpreneurs Training Material Accreditation Status
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This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.