Frequently Asked Questions

What is this course about? In this course, you learn how to plan, manage and optimise the Service Design processes. Through practical workshops, you gain the knowledge to take the ITIL Intermediate Qualification: Service Design Certification Exam. Who will benefit from this course? This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Design Certificate. This course is also valuable for those who need a detailed understanding of the ITIL Service Design phase of the ITIL core lifecycle, including IT managers, team leaders and operational staff, project managers, IT consultants and key business users. Which ITIL processes are covered in this course? The Service Design Certificate covers the following ITIL processes: Service Catalogue Management Capacity Management Availability Management Service Continuity Management Information Security Management Supplier Management What background do I need? You must hold the ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) to take the ITIL Certification Exam on the final day of class. Does this course count toward the ITIL Expert certification? Yes. Once you achieve the ITIL Intermediate Qualification: Service Design, you earn three credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. The APMG has released the ITIL Credit Profiler: http://www.itil-officialsite.com/itilmapping/v2/map.asp. This online tool allows you to map your current v2 and v3 qualifications against the v3 scheme. The Credit Profiler helps you determine how many credits you currently hold within the scheme, and to assess and decide on the best route for v3 certification. This tool also provides recommendations, and you are free to choose a selection of modules based on your own educational and certification requirements. What's the difference between the Lifecycle and Capability certificates? The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL v3 intermediate-level qualification scheme. The Lifecycle stream-which includes the Service Design qualification-consists of five modules or certifications. These certifications focus on the Service Lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality Service Management practices in an organisation. The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of v3 processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire Service Lifecycle. How much time is spent on each topic? Content Hours Introduction and overview 1.5 Service Design principles and activities 2.0 Service Design processes 6.5 Service Design and technology 3.5 Organising Service Design 1.0 Implementation challenges and risks 1.5 Exam review and exam 2.0 Times, including the workshops, are estimates; exact times may vary according to the needs of each class. How are the ITIL materials covered in the workshops? Approximately 60 percent of the course is spent in interactive workshops and practical assignments. These workshops and assignments offer you multiple opportunities to apply recently learned concepts and include practical exercises and practice exam questions. How much time do I have to take the exam and what's the pass score? You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass. Is this course accredited? Yes! APMG, the official ITIL accreditor, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management. How does this course relate to other Learning Tree courses? The following Learning Tree courses are part of the ITIL v3 Lifecycle stream: 991, ITIL® v3 Intermediate Qualification: Service Operation  992, ITIL® v3 Intermediate Qualification: Service Transition  994, ITIL® v3 Intermediate Qualification: Continual Service Improvement  The following courses are part of the ITIL v3 Capability stream: 995, ITIL® v3 Intermediate Qualification: Operational Support and Analysis  996, ITIL® v3 Intermediate Qualification: Release, Control and Validation  997, ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation  998, ITIL® v3 Intermediate Qualification: Service Offerings and Agreements  These ITIL certification courses may also be of interest: 197, ITIL® v3: Achieving Foundation Certification  192, ITIL® v2-v3 Foundation Certification Bridge  187, ITIL® v2: Achieving Foundation Certification  188, ITIL® v2: Change, Configuration and Release Management Practitioner Certification  189, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification  To ensure you have the management skills to implement ITIL within your organisation, you may also want to consider courses from our Project Management, Leadership, Communication and Business Analysis curricula.

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.