Accredited ITIL® Intermediate - Service Design

Based on AXELOS ITIL® material. Material is reproduced under license from AXELOS. All rights reserved. ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. Our Service Design show takes the ideas for new services born in Service Strategy and turns these into a defined blueprint for the development of the services. We look at the operational aspects to designing an IT service, such as Service Level Management, managing suppliers, and planning for service availability and resilience. All of our planning cumulates into a Design Package which we then handover to the Service Transition lifecycle phase. Like all ITIL shows we also look at critical success factors and key performance indicators and we do some exam prep too!

[MUSIC] Hi, and welcome to ITPro.TV. My name is Jo Peacock and I'm going to be taking you through an introduction to your ITIL intermediate. So, let's take a look then, at our first slide here, coming up and we have our introduction to our intermediate class and exactly what content is going to be found in this upcoming intermediate class. You will see what we will cover is an introduction to the class, followed by the principles and the processes of the Life Cycle phase. Then we'll take a look at organizing for that Life Cycle phase and also the technology considerations, especially those that we need when we're implementing the phase itself. Then we'll take a look at the challenges and the critical success factors, and all of the risks that are associated with that particular lifecycle phase. And most importantly, of course, for you is that preparation for the exam that's going to be coming up when you have completed your class. So let me take a look now then at how we're going to approach this particular intermediate class. We're going to be doing some presentation work. Obviously, you're going to be watching us on screen, both myself and my colleagues, and we're going to be taking you through the course materials for the class. And then there are going to be some discussions and some exercises that are going to be based primarily in our chat rooms, and also in our forums as well. And we're also available if you want to undertake any of the assessments, then please feel free to come back to us via the forums. And we will be able to help you out in anyway we can. Also provided in the course material, which is available for you to download, are mock tests or exams if you prefer to use that word and we will be conducting a run through of that mock exam for you. So where are we then at ITIL intermediate level? Well, you'll see in using Bloom's Taxonomy that we are actually at level 4, analyzing. In other words, at the foundation level, we've done the remembering and the understanding of those concepts within ITIL, and we are actually moving through applying those concepts to analyzing those concepts and being able to apply the ITIL processes and also the concepts at a real world level, in a real world situation, okay. So where does ITIL come from then? Well let me give you a little bit of a background. It's actually owned by a company called Axelos and it was first published in the mid 1980s by the UK government. And the office of government commerce owned ITIL for a very, very long time and we developed ITIL right the way back to the 1980s. Through it's version two in the 1990s, mid 1990s, to version three which was released in 2007 and there was an update to version three in 2011. Which is exactly where we are right now, it is copyrighted, is trade-mark protected, it's a framework for managing services, and this, should you say flexible framework, a framework that we would expect any organization to adopt as a framework, but then to adapt it to suit your needs. itSMF was born right the way in the 1980s out of a desire to be able to demonstrate value for money and efficiency for the use of tax payers Money within the UK. Way back in the 1980s, these things started appearing on desks. And quite frankly, we didn't know how to manage these in an unbiased, in an impartial, and in efficient and effective way. And thus ITIL was born. And ITIL was born from a group of industry experts that went out into the big wide world and analyzed various organizations. From various different industry sectors, not just government but we're talking finance, we're talking retail, etc. And they came back with a set of best practices. Best practices that they observed in the real world for managing our IT services. And thus we have ITIL. And as I've already said, we've had subsequent revisions. And now we're up to versions 3 2011. So we work on the understanding that we have a life to every single service. And we start off with the concept and service strategy, and then, we take that concept and we design it, and then we develop it, and we deploy it as a service into a live environment, which is where we operate and where we maintain it. And we continually seek to ensure that we are aligned with the needs of the organization in CSI. So, you're attending this class because you probably want to achieve an ITIL intermediate qualification. So you can see that if we were to start off right at the very, very top, you'll see where I am. I am an accredited ITIL trainer working with an accredited training organization. I'm also a credited examiner and proctor or invigilator for these exams and work very, very closely with the official ITIL accreditor and also Axelos who owns the ITIL copyright. Now in terms of ITIL, where can you go with your qualification level? Well, we start off with ITIL Foundation and ITIL Foundation would traditionally be a three-day classroom experience where we learn the foundations of ITIL. And we learned all the terminology and all of the definitions to that terminology. There's roughly around about 75 that we learned within the ITIL Foundation class. And then as we move through, we can either take a ITIL partition class, which can be taken at any point in time throughout the progression of your career within ITIL. Because ITIL practitioner focuses on the implementation of ITIL, okay? Whereas if we take a look at the more advanced intermediate classes you are at this moment in a Lifecycle Module. And those Lifecycles consist of service strategy, service design, service transition, service operation, and continual service improvement. And that's where we focus on those Lifecycles that we've just looked at previously. Okay. And on the right-hand side then, we have our Capability Modules, and these Capability Modules really focus on specific areas within ITIL such as RCV focuses on release control and validation. And these classes, you will notice that every single one of these classes has got a skull right beside each one. So we go to number two for ITIL Foundation and we've got a three for Life Cycle modules, and we've got a four for our capabilities modules. Now, what we need to do is ensure that we have achieved a minimum of fifteen credits at both either Lifecycle or Capability module level in order to be able to qualify to sit the Managing Across the Life Cycle class and therefore subsequently the test that goes along with that class. So we need to take two from the ITIL foundation. That's a prerequisite. We have to do the foundation. And then we need to add in another 15 scores from either, as I've said, the Life Cycle or the Capability Stream. You can interchange. You can mix and match. You do not have to stick to one stream or the other. Once you've got that 17 in total, both scores that are needed to be able to sit managing across the Lifecycle. You're perfectly able to sit that Lifecycle class, and to be able to take that test afterwards. And as soon as you've taken that test, you will be awarded those five credits. Which will mean that you have achieved ITL Expert. Now ITL Expert is allocated as soon as you have Pass the management across the Lifecycle test and have achieved 22 credits. Both of those must happen in order for you to achieve ITIL expert. Now we have the ITIL Master qualification and the ITIL Master is a completely different beast. The ITIL Master is a two year qualification. And during that two years, you will be expected to submit various white papers on specific topics within the ideal qualifications scheme. So these could be topics on activities within ITIL. These could be topics on processes within ITIL. These could be topics on implementation of various aspects of ITIL. You will be required to submit a number of white papers over the period of two years. At the end of those two years, once you have submitted the prerequisite white papers, then you will be asked to attend a panel interview. And during that panel interview, you will be assessed. Not only on your white papers but also on your experience within the IT service management arena. And at the end of that panel interview then if successful you will be awarded to state of this ITIL master. So the qualification scheme, I'm going to take this back now to Bloom's Taxonomy then and just very, very quickly look at the fact that in ITIL Foundation, and I know that I've already covered this in a previous slide. But we've just looked at understanding, understanding the terminology and the concepts of ITIL foundation. And then in the Lifecycle modules, we're looking at implementing those processes contained within. And then capability, we're looking at actually undertaking those processes and managing those processes. With managing across the Lifecycle, this is so senior management. This is that CIO level and it's senior management level. And in MALC as we like to abbreviate it to, your concern with leading IT Service Management. So I mentioned right to the very beginning of all of this that we had a test to go along with every single Lifecycle phase and varies. And we will be conducting a session to go all over this particular test or at least a sample of this test just to give you some preparation for the actual test itself. So, your test is conducted online, it's conducted virtually. It is an eight multiple choice question test. It's complex multiple choice. You get an hour and a half for this particular test and with every single question, you will be given a scenario. And then you will be given four possible options, four possible answers, for the question that is posed along with that scenario. You get 5 points for the best fit answer. Now it mentions up there, the most correct. I always call it the best fit because every single question asks what is the best answer given the scenario and given the question. Don't be alarmed if you don't see an answer that you think is 100% correct because the question is asking you for the best and for that best fit you're going to get five points. For the next best fit you're going to get three, for the next one which we've considered to be the least correct your going to get one. And for the next one you're going to get zero now it mentions up on that slide there that the next one is zero marks for incorrect. We like to call that in the industry. We call that the distracter and we call it distracter for a reason cuz it distracts. And quite often is what you will find is with your distracter a lot of the words and the terminology that are taken straight out of the ITIL book, straight out of the publication and are put into that 0 appointed. Because it's there to distract. And it sounds great but more often than not that distracter has absolutely no relevance to the scenario or to the question. So you have to be incredibly careful with that. It's so easy to be distracted. You have to get 28 out of a possible 40 in order to be able to pass and achieve accreditation at any Lifecycle test okay? If English is not your first language you are allowed a paper dictionary. But you will be asked to show that to the proctor at the time that you take your test. And as I've already said, you have to have an ITIL foundation in version three or version three, 2011. Or an ITIL version two foundation bridge, to version three. I will be very very honest with you, there are not that many people that have attained the version two to version three bridge. And most people will have the version three, or 2011, sorry, ideal foundation certificate. You will be required to upload that certificate to the examining board prior to sitting your Lifecycle test. So be prepared with that. You will need to have it to hand and saved as a pdf as well. So when we come to the end of every single lifecycle class, we will be going over and this one is no exception, we will be going over a sample test for you and during that sample test I will be giving you lots of hints and tips on how to select that best fit possible answer. And also how to ensure that you read the full question how to relax and to make sure that you approach it with an open mind. But you consider relevance in every single answer. Ultimately we wanna get you pass the test just as much as you want to achieve that accreditation. So, just to sum up, what we will be doing over the next few shows is encouraging you to take your ITIL Lifecycle Intermediate classes. And feel free to join us in the forums for any questions that you may have. [SOUND]