The ITIL Service Design certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.
This course and qualification provides a complete overview of service design including all its related activities. Candidates can expect to gain key competencies related to this certification.
• Introduction to service design
• Service design principles
• Service design processes
• Service design technology related activities
• Organizing for service design
• Technology considerations
• Implementation and improvement of service design
• Challenges, critical success factors and risks.
Active Learning is an official Accredited Training Organization (ATO) of Axelos - the owner of ITIL®. ITIL® is a registered trademark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
Who Should Attend
Candidates wishing to be trained and examined for this qualification must already hold the ITIL
Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be
• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or
Practitioner bridging routes).
Delegates who successfully complete the course and pass the examination will be recognized as certified with ITIL Service Design Intermediate certificate under the APMG certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.
The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one whichis a distracter and achieves no marks.
A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.
Introduction to service design
- The scope of service design
- The business value of service design activities
- The context of service design in relation to all other lifecycle stages
- Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
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
- The ability to create an organizational design using the relevant development and departmental methods.
- 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
- 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
Challenges, critical success factors and risks