• Education Bureau Registration Number:575690, 597600
Course Centre Day Date Time Hours Trainer Status Enrollment
ITIL® Intermediate: Service Design (SD) Wanchai N/A To be confirmed 1:00 – 8:00 pm 21 David Ho Planning

ITIL® Intermediate: SD

Great Learning is an ITIL® Accredited Training Organisation

Course Duration: 21 hours, 3 sessions of 7 hours each

Course Fee: HK$ 8,200 (includes exam fee HK$ 3,600)

Language of Delivery: Cantonese with English terms

Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams.

All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

The Service Design (SD) module is one of the certifications within the ITIL® Service Lifecycle work stream. It focuses on the design of IT services and covers the architectures, processes, policies and documentation that will enable you to design services that meet the needs of the organization or programme.

The design process is vital to the continued improvement and development of services within the IT lifecycle and this module will also teach you techniques required to develop, manage and integrate service design into the IT Service management process.

The course introduces the purpose, principles and processes of service design and will also teach you how to organize and implement this as part of overall service management as well as providing guidance on technology-related activities and considerations. It also demonstrates how service design relates to the other stages of the ITIL Service Lifecycle.

The course covers management and control of activities and techniques that are documented in the ITIL Service Design publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.

Good service design can improve the alignment of IT with the overall business and user needs and the certification will illustrate the importance of designing consistent service design practices in order to achieve this. The Service Design module provides guidance on how to create and launch products and services that will meet the immediate and ongoing needs of organizations and programmes.

The SD module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

End learners who achieve 17 credits from the current ITIL v3 credit system will be able to take the ITIL Managing Professional (ITIL MP) transition module in order to move to the new scheme without needing to take the MALC exam. (ITIL MP released during the second half of 2019).

Candidates 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

Learning Unit SD01: 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

 

Learning Unit SD02: 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

 

Learning Unit SD03: 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

 

Learning Unit SD04: 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

 

Learning Unit SD05: 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

 

Learning Unit SD06: 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

 

Learning Unit SD07: 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

The main target group for the ITIL® Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Number of Questions: 8 Questions

Exam Duration: 120 minutes

Exam Format: Multiple choice, scenario-based, gradient scored questions. Closed book

Exam Location: Great Learning Education Centre

Passing Mark: 28/40 or 70%

Accredited course material and sample questions

  • Great Learning is an ITIL® Accredited Training Organisation, students can further study to be an ITIL Expert in our centre.
  • We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.
  • An ITIL Training Provider that you can trust: we offer ITIL intermediate courses successfully in every 2 months.

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