ITIL Service Design 2011

This unit introduces the candidate to the concepts and terminology in the field of Service Design. Be able to understand and describe:

  • The Concept of Service Management as a practice
  • The Concept of Service, its value proposition/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

Course Outline

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

Course Benefits

Learn how to successfully implement ITIL Service Design best practices
Learn how to manage the efficient and effective design of new or changed IT services – including requirements management, design constraints, design models and Service Design Packages
Understand how to provide value to the customer, service provider and IT organization
Learn how to analyse, justify and select the best design approach and overcome challenges, whilst managing critical success factors and risk
Learn the knowledge required to pass the ITIL Intermediate Service Design Exam
Gain an additional 3 credits towards your ITIL Expert certification status

EXIN Accredited ITIL Service Design (SD) certification Exam Pattern. Exam Duration: 90 Minutes

  • Exam Format: Multiple Choice, scenario based gradient scored question
  • Number of Question: There are 8 questions and 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.
  • Exam Pass Mark: 70%
  • Level of Qualification: Expert
  • Electronic Devices Permitted: No
  • Open Book: No

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