ITIL® Service Design (SD)

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About this Course

Service Design brings the output of Service Strategy to life by designing new or changed services that satisfy business objectives and are secure, resilient and reliable. Based on the Service Design publication of the IT Infrastructure Library® (ITIL®) core library, this course focuses on the planning, implementing and optimizing the Service Design processes, plans, policies and standards that ultimately will be used to transition and operate services in the production environment.

Embedded into the three (3) day Service Design course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy’s ITIL® certification classes, this series brings processes and concepts to life and identifies practical ways to overcome real-world challenges.

This virtualization successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a “neutral” real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Audience Profile

Anyone involved in managing Service Design activities including

  • Service designers, developers and IT architects (internal or external)
  • Project Managers
  • Service Level Managers and process owners
  • IT Security Managers and process owners
  • Availability and Capacity Managers process owners
  • IT Continuity Managers
  • Individuals responsible for the production and maintenance of the Service Catalog
  • Business and IT consultants involved in the high level implementation of Service Management processes
  • Individuals seeking to achieve the ITIL® Expert or ITIL® Master qualification

At Course Completion

Upon successful completion learners will understand:

  • Service Design purpose, objectives and value
  • Service Design principles
  • Service Design processes:  Design Coordination, along with Service Catalog, Service Level, Availability, Capacity, IT Service Continuity, Information Security and Supplier Management
  • Technology, implementation and organizational considerations
  • Challenges, critical success factors and risks


The ITIL® Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course

Learners must complete at least 21 hours of personal study by reviewing the Service Design publication.

Exam & Certification:

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Qualification: Service Design Certificate.

ITIL® Expert:

Earn 3 credits of the 22 required to achieve the ITIL® Expert Certification.

Project Management Institute (PMI) Professional Development Units (PDUs): 

ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22contact hours or PDUs upon completion of this course.


ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

 All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.

Course Outline

  • Introduction to SD
  • Service Design Principals
  • Service Design Processes
  • Service Design Technology Related Activities
  • Organizing for SD
  • Consideration for Technology
  • Implementing & Improvement of Service Design
  • Exam Prep / Mock Design
  • Exam