The ITIL Lifecycle in Service Design Course is one of the five courses that fit into the lifecycle stream for ITIL certification. This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to have a comprehensive understanding of the processes and roles described in the Service Design element of the Service Management lifecycle.
Please be aware, this course provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.
The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.
- Managers who have attained the ITIL Foundation certificate in Service Management certificate and who wish to advance to higher level ITIL certifications
- Managers who require a practical understanding of the Service Design processes and how they may be used to enhance the quality of IT service within an organisation
- Operational staff involved in Service Catalogue Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Supplier Management, who wish to enhance their role-based capabilities
The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. 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. The pass mark is 28 marks from 40 (70%).
For Published Best Practice ITIL Glossaries from Axelos please click here.
Possesion of one of the following:
- ITIL v3 or 2011 Foundation
- ITIL v2 Foundation and v2/v3 Foundation Bridge.
Proof of prerequisites MUST be produced on the day of the exam to the trainer.
Acceptable forms of prerequisite confirmation are as follows:
- A copy of the candidates examination certificate
- Confirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your certificate).
Delegates without evidence of the prerequisites will NOT be permitted to sit the exam. For any queries on this please email firstname.lastname@example.org
Delegates whose pre-requisite was taken with BCS simply need to inform QA of this information prior to the exam event. Evidence will not need to be provided on the day of the exam.
You will receive electronic pre-course reading. Delegates should spend a minimum half an hour reviewing the document and are encouraged to explore all of the links provided for further reading. Success on the course will be enhanced by delegates spending at least 21 hours on reviewing their ITIL Foundation material prior to attending one of the ITIL Intermediate 'Lifecycle' courses.
Online Exam Proctoring:
QA use online exam proctoring to enable you to take your exam - anytime and anywhere. Exams are booked via the BCS e-professional service via QA and our external partner, ProctorU, will facilitate the exam to suite you. This gives delegates complete control over the exam experience.
Proof of identification:
If you are taking a BCS exam you must bring photographic identification with you (passport, driving license or student card), as it is a BCS requirement to produce it for the invigilator prior to the exam. Failure to produce a valid form of photographic identification will result in a candidate not being able to sit the exam. For any questions about what form of identification is acceptable please contact your Account Manager or the QA Examination Administration team on 44 (0)1793 696273.
- BCS allow additional time for candidates who have a disability or whose native language differs to that of the examination paper. Full details are provided in the BCS Reasonable Adjustments Policy which is available to view on the BCS website. If you believe you qualify for this then please notify the Exam Administration team on the details below as early as possible. At least two weeks' notice will be required for processing this request. Delegates failing to advise QA and provide evidence when requested, may not be allowed the additional support offered via the BCS policy. QA Exam Administration can be contacted by email email@example.com or by phone 44(0) 1793 696162.
ITIL® is a registered trade mark of AXELOS.
The course comprises of lecture sessions, facilitated assignments and exercises and a practice examination.
The course provides the delegates with an in-depth understanding of the following:
- Service Design Principles
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Tools and Technology
- Process implementation and on-going improvement
This is a 3 Day Course which includes a 90 minute examination of 8 multiple choice, gradient scored questions with a pass mark of 70% (28/40).
ITIL® is a registered trademark of AXELOS.