ITIL Lifecycle - Service Design (SD)

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Overview

This CSME/APMG accredited training program for those seeking to achieve specialist certification in ITIL's Service Design practice area. Candidates for this program include executives, managers, supervisory staff, team leaders, architects and planners who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Design Book), training 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
• Organizational and technological issues related to Service Design
• Analysis, justification and selection of the implementation approaches, challenges, critical
• success factors and risks
• The importance of Service Management as a Practice concept and Service Design Principles,
• Purpose and Objectives
• How all processes in ITIL Service Design interact with other Service Lifecycle Processes
• The sub-processes, activities, methods and functions used in each of the ITIL Service Design
• processes
• The roles and responsibilities within ITIL Service Design and the activities and functions to
• achieve Service Design excellence
• How to measure ITIL Service Design
• Technology and implementation considerations surrounding ITIL Service Design
• Challenges, Critical Success Factors and Risks associated to ITIL Service Design

Training Delivery Options

Our classroom program includes 21 hours of instructor led presentations, a student workbook plus membership in our support community - My itSM Mentoring Community™.

Our online video classroom program includes 9 hours of instructor led video presentations, an online student workbook plus membership in our support community - My itSM Mentoring Community™.

Our blended classroom program includes both the classroom and online video classroom materials plus membership in our support community - My itSM Mentoring Community™. The final delivery configuration and schedule is set by the client.

Exam Options

The exam can be taken online using a webcam proctor, at a testing center, or onsite with an accredited proctor. Certification is through CSME or APMG. Student must pass a 90 minute, 8 question closed book multiple choice, scenario-based, gradient scored examination with a passing score of 70% in order to receive this certification. Students must present an ITIL Foundation or V2 Foundation plus Bridge Certificate prior to sitting for the exam.

Credits Earned

• 3 ITIL Expert Credits
• 22 PDU Credits