ITIL Intermediate Qualification: Service Design Certificate. Webinar presentation 17 April 2009

Transcription

1 ITIL Intermediate Qualification: Service Design Certificate Webinar presentation 17 April 2009

2 Team Lead Service Design Signe-Marie Hernes Bjerke Cand. Scient. degree in Computer Science IT Industry since 1990 Teaching, Project Management and ITSM consulting Instructor on ITIL courses since 2000 ISEB and APMG Examiner Board of itsmf Norway Daytime job: Det Norske Veritas (DNV)

3 Content of Webinar Part 1: The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development Part 2: Q&A Pre-submitted Questions Questions from you during the webinar

4 The Service Design Module Part 1: The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development

5 Who is who? Who owns ITIL? Who publishes the books? Who administers the qualifications? Who is responsible for the development of the V3 exams? Sharon Taylor Chief Examiner Who is responsible for the development of individual V3 Qualifications? Senior Examiners all around the world 5

6 Service Design module in the V3 Scheme Part of the ITIL Intermediate Lifecycle stream

7 Intermediate Qualifications Lifecycle Dual Stream Capability Managerial focused Based on each lifecycle phase 21 hours for each module the management view Process cluster focused Practice area 30 hours for each module the practitioner view Course: classroom or virtual study Prerequisite: Foundation certificate Individual module certification Exam: Complex, scenario based, gradient multiple choice (90 min 70% pass) 7

8 Service Design module in the V3 Scheme Part of the ITIL Intermediate Lifecycle stream

9 About the certification ITIL V3 Foundation ATO 2 years of experience Pre Reading Study Guides being launched

10 The Service Design Module Part 1: The Service Design Module A. Context in qualification scheme B.Overview of module C.Qualification development - The syllabus - The certification

11 Who should attend? Those involved in the ongoing management, coordination and integration of design activities Examples: CIOs, CTOs, managers supervisory staff, team leaders designers, architects, planners, IT audit managers, IT security managers IT consultants, ITSM trainers

12 The Service Design Module (SD) The SD module covers an introduction to the Service Lifecycle the principles, processes, functions, activities within the SD phase of the Lifecycle technology & implementation considerations

13 Learning Objectives To gain competencies in the following: Management and control of all SD activities Management and application of SD concepts SD principles and management of SD processes Control of SD technology related activities The organisational and technological issues Implementation and critical success factors

14 The SD Syllabus units 1. Introduction 2h 2. Principles 4h 3. Processes 7h 4. Activities 2h 5. Organizing 1,5h 6. Technology 0,5h 7. Implementation 2h Please note: Timing is suggestion only You don t have to follow the order of the syllabus as long as you cover all items Balance the detail level Recommendations: Use adult learning principles: (30/70 principle theory/practice) Be innovative! Have fun! 8. Summary 2h

15 SD01 Introduction to Service Design How Service Design fits in the overall Service Lifecycle Main purpose and objectives of Service Design Service Design Package Service Acceptance Criteria Value to the business 2 hours

16 SD02 Service Design Principles Service requirements, business requirements & drivers Design activities and constraints The five aspects of Service Design Business Service Management and Service Oriented Architecture principles Service Design models 4 hours

17 SD03 Service Design Processes The managerial and supervisory aspects of the ITIL processes covered in the Service Design stage: Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Process Inputs Outputs 7 hours

18 SD04 SD Technology related activities Requirement types Requirements Engineering Data and Information Management Techniques within Application Management 2 hours

19 SD05 Organising for Service Design Service Design roles, responsibilities and capabilities functional roles analysis and RACI the roles and responsibilities within Service Design 1,5 hour

20 SD06 Consideration of Technology Technology considerations for Service Design types of tools that would benefit Service Design requirements for Service Management tools 0,5 hour

21 SD07 SD Implementation & improvement The Service Design issues relating to: Business Impact Analysis, Service Level Requirements and risks The six-stage implementation approach Measurements through Critical Success Factors and Key Performance Indicators 2 hours

22 SD08 Summary and Exam Preparation summarises the material prepares candidates for the examination preferably one mock examination opportunity 2 hours

23 The SD Syllabus units 1. Introduction 2h 2. Principles 4h 3. Processes 7h 4. Activities 2h 5. Organizing 1,5h Remember: Timing is suggestion only You don t have to follow the order of the syllabus Be innovative and have fun! Use adult learning principles: (30% lecture - 70% activity) 6. Technology 0,5h 7. Implementation 2h 8. Summary 2h

24 Methods and Involvement level Involvement level Method Role-play Self study Projects HIGH Reflection Learner focused Group work Examples Exercises Buzz groups Stories Discussion Questions LOW Trainer focused Brainstorming Instruction Dialogue Lecture Monologue Choose methods to facilitate the learning process

25 The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development - The syllabus - The certification

26 ITIL Version 3 Intermediate exams Complex scenario based gradient multiple choice More than 2000 exams taken across all modules

27 Exam Testing Style Eight questions: scenario-based multiple choice gradient scored Each question - 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 90 mins Pass Score: 28/40 or 70%

28 Bloom s level Bloom Level 3 Bloom Level 4 = Applying = Analyzing Verbs to deliver this: Demonstrate Apply Distinguish Justify Produce Decide

29 The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development

30 Question Development Process Write Question Team review Independent QA Approval n y Exam Paper v1.0 Internal pilot Team review Moderate Questions QA approval Exam Paper v2.0 External pilot Team review Moderate Questions QA approval Exam Paper v3.0 Live paper Live statistics

31 About Scenarios The scenario should: support a global audience be relevant to the question provide information required for the question only include information that the candidate needs to analyze Combined total will not exceed Scenario ~ 400 words Question ~ 400 words Total ~ 600 words

32 About Questions and Answers The question should be: Test core knowledge of the SD module Be dependent on the scenario And the hardest part The answer options: One correct Two not as correct as the correct one, but not really wrong One really wrong, a distracter but should not be that easy to spot How hard can it be to write a question?

33 Question Development Service Design team 6 members based in UK, Belgium, Norway QA with independent reviewer Template for consistency QA criteria based on pilots and experience Team conference calls Senior examiner meetings and updates

34 Translation of Exam Papers APMG to review market demand create translations schedule Languages likely to be considered International French International Spanish Japanese German Brazilian Portuguese

35 CSI for the SO Module How How do do we we keep keep the the momentum going? going? What What is is the the Vision? Vision? Where Where are are we we now? now? Where Where do do we we want want to to be? be? Consistent pass pass rate rate Answer distribution 2 sample sample papers papers 2 live live papers papers Ongoing moderation 3 new new live live papers papers in in How How do do we we get get there? there? QA QA criteria's made made Learn Learn from from experience Did Did we we get get there? there? In In progress

36 Content of Webinar Part 1: The Service Design Module A. Context in qualification scheme B. Overview of module C. Qualification development Part 2: Q&A Pre-submitted Questions Questions from you during the webinar

37 Any Questions