ITIL® Version 3 – Service Design

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of SD concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

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.

Note: The success in achieving this certification is highly dependent
upon participants’ effort in doing their homework, and self-study before and during
the program. Therefore, it is highly recommended that course participants purchase
the appropriate OGC publication to complete at a minimum 21 hours of personal study
by reviewing the syllabus and the pertinent areas of the ITIL® Service Management
Practice core guidance, in particular Service Design publication.

Duration This program is offered over a 3-day period where it 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
16.

• This three (3) days classroom training course with examination held on the afternoon
  of the 3rd day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 21 hours of student-instructor interaction, a
  sample and a formal examination
• The format of the examination consists of a closed book paper of 8 multiple choice
  complex questions, to be answered within 90 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional

Content & 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

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 progress towards the ITIL® Master in IT Service Management
  for which the ITIL® Expert is a prerequisite

Prerequisites 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
• 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

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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