ITIL Lifecycle Certificate in Service Design

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Hi All,

just found out that I'll be attending this course and sitting the exam mid November so I will let you know how it goes. Boosting Service Design knowledge can only be a good thing, but hopefully its not too dry.

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

Jim

 

Thank you mate, it can't be any more dry than the BCS Enterprise and Solution Architecture course I sat, which was excellent, but the content mega dry (no ones fault, some love Enterprise Architecture I'm sure!)

 

First day of the course. I'm using a WebEX attend from anywhere setup from home where I have a live video feed of the classroom, a smartboard so I can see what's written and a screen showing the slides although I had the course material shipped to me ahead of time along with a headset.

 

Ha ha I can yes, there's a speaker in the class so the onsite people can hear me. It's working quite well to be honest and saves my employer travel costs to London. Win Win. The course is going to be quite tough though as its classed as advanced

 

It is mate, enjoying it to be honest. I've done a lot with QA over the years and always found them to be very good

 

Ditto mate ditto although as a northerner I don't mind an excuse to get into the capital

 

A good refresh on ISO 20000 inc parts 1, 2, 3, 4 and 5 here. We're talking about the difference between Utility and Warranty, OLAs, MOUs, SIAM, all good

 

First day done, exam booked for Wednesday of this week. My brain has melted with talk of CMS, SDP, Critical Success Factors and KPIs. Time to have a chill before I have to do my homework later

 

This one was good because I have to consider service as part of my role, if I propose a new system or service. So much more too it than people think, if you do a proper Sevice Design Package. Useful in architecture no matter what type of architect you are

 

Don't get me wrong mate I know exactly what you mean. I remember doing my foundation and coming off it thinking, what did I just learn ha ha. It will get progressively more useful the deeper you get though I think. I'm old so it's getting really useful now ha ha

 

I hadn't realised that a Service Package differs from a Service Design Package, being made up core services and service options. The instructor just gave a very good example of how Company X shall we say, Coffee workers would have a cut down version of email as the bulk of their work is to provide the food and drink service onsite, where as the head office staff have a richer more feature filled email service as they'll predominantly be performing business activity, sending invoices, marketing, HR or what have you.

 

Thanks mate, it's not so bad, at least I'm getting money spent on me

 

So all done, three day course on ITIL Service Design. I attended the course remotely from home. I also had my first remotely proctored exam from home which very strange at first. My exam was a 90 minute multiple choice from the BCS (British Computer Society) , administered though ProctorU.

I can't speak about exam content but the way ProctorU set it up for you is rather good. You select when you want to sit your exam, which can be at anytime almost it seems day or night. If you don't book the exam 72 hours in advance you have to pay $5 for a short notice booking. You do some connection checks and a chat window comes up where a member of staff asks to control your machine so if you have an embarrassing background or confidential documents I'd hide these. They check that you're not using screen capture or monitor duplicating software.

Once that's done they ask you to start your webcam and show then your environment. I had to move my laptop around to show them where I'd be sat, and assure them that my phone was out of the room. I also had to show them the laptop in a mirror so they could see the device I was using. Once that was done I was logged into the exam and began. The whole session is recorded.

Overall I thought it was a very positive experience and if you're pressed for time or the testing center is far away, it's ideal. The only negatives I can think of are that you need a fairly decent connection, you can't move or take a break but I found that reasonable, and as this was my first time, I didn't start my exam until 15 minutes after the agreed start time. This did not impact the 90 minutes I had on my exam however, but did add a bit of pressure as I had to pick my son up so something to bear in mind.

I would definitely sit an exam remotely in this way again I think and save on some travel. Another plus is that you get your exam results instantly online, although they are pending checks that you have the required pre-requisites, in this case ITIL V3. The people in my class physically have to wait a week for their results.