Is this course accredited?
Yes, it is accredited by the APMG.
What is the experience of the Instructor(s) delivering my course?
All of our instructor are fully accredited and have over ten years of experience in ITIL methodologies
What do The Knowledge Academy provide me on the course?
We provide pre-course reading, The Knowledge Academy courseware folder, official certificates and refreshments.
Does the course include exams?
Yes, the course includes the Service Design examination.
Are there any prerequisites for the Service Design examination?
Candidates must achieve a pass at ITIL Foundation level before completing the Service Design examination.
What is the structure of the exams?
The Service Design exam is multiple choice
What time shall I arrive at the venue?
Please arrive at your training venue for 08:45am
The Knowledge Academy ITIL® Service Lifecycle - Service Design 3 day course covers the following topics:
The Knowledge Academy Materials and Trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre-Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course ISBN 9780113313051
It is also strongly recommended that candidates:
Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Strategy books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 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 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Service Design
Understand the strategy of differentiating value-creation and articulate all the benefits to the business that result from efficient Service Design
Service Acceptance Criteria and how to use them to create value
The contents and use of Service Design Packages
The underpinning processes, functions and assets that link business value to IT services
The fundamental aspects of Service Design
Service Design Principles
Design service solutions related to a customer’s needs
Design and utilize the Service Portfolio to enhance business value
The measurement systems and metrics
Service Design models to accommodate different service solutions
Service Design Processes
The interaction of Service Design processes
The flow of Service Design as it relates to the business and customer
The five Design Aspects and how they are incorporated into the Service Design process
Service Design technology related activities
Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; Functional, Management/Operations and Usability
The design of technical architectures for Data and Information Management, and Application Management
Organizing for Service Design
How to design, implement and populate a RACI diagram for any process that is within the scope of IT Service Management
The Service Design roles and responsibilities, where and how they are used and how a Service
Design organization would be structured to use these roles
Consideration of Technology
Service Design related Service Management tools, where and how they would be used
The benefits and types of tools that support Service Design
Implementation and improvement of Service Design
The creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to improve designed services
The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
How Business Impact Analysis, Service Level Requirements and risk assessment can affect service design solutions
Exam Format
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: 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).
Open/Closed Book: Closed Book
- The Knowledge Academy Courseware Book
- Official Exams
- Certificate
- Experienced Instructor
- Refreshments
- “Well presented course; the trainer did a very good job in delivering the content with interest.”By Mark Lovejoy (Rating: 5 out of 5, 30/04/2012) from Nottingham
- “Thanks all-round to The Knowledge Academy.”By Ruth Castle (Rating: 4.8 out of 5, 19/03/2012) from London
We do not currently have a video for this course
