ITIL® Service Design

A 4-day public or private Class Trainer course, self paced Cloud Trainer DIY


The ITIL® Service Design course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL Service Design publication.

The ITIL® Service Design course and associated examination are free-standing and form part of the ITIL intermediate lifecycle stream.

It is one of the modules that leads to the ITIL® Expert Expert Certificate in IT Service Management and carries a credit value of 3 points.


Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL® Service Design certificate:

  • Introduction to service design
  • Service strategy principles
  • Service strategy processes
  • Service design technology related activities
  • Organizing for service design
  • Technology considerations
  • Implementing and improving service design
  • Challenges, critical success factors and risks

Who should attend?

The course and examination are suitable for:

  • Individuals who require a detailed understanding of the ITIL service Design stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within anorganization
  • IT professionals working within or about to enter a service Design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


Students wishing to attend this course and take the examination
must fulfill the following requirements:

  • Hold the ITIL® Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
  • Attend an accredited training course
In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.


Introduction to service Design

The purpose, goals, objectives and scope of service design, the business value of service design activities, the context of service design in the ITIL service lifecycle and the inputs and outputs of service design including the service design package.

Service Design Principles

Service design principles and service composition. The importance of, and approach to, balanced design and the requirements gathering for services. Design activities, constraints and models, including the aspects of service design and the management of service design processes.

Service Design processes

The managerial and supervisory aspects of the ITIL processes covered in the service design stage, excluding the day-to-day operation of the processes (covered in the Planning, Protection and Control Capability module)

Managing people through service designs

The management of technology related activities commonly performed in the service design stage, including requirements engineering related to data and information management, as well as application management.

Organising Service Design

Service design roles, responsibilities and capabilities and techniques for assigning roles.

Technology considerations

Technology considerations for service design including the types of tools that would benefit service design and requirements for service management tools.

Implementing and improving service strategy

Typical service design issues, prerequisites for success, and the six stage implementation approach. Techniques including business impact analysis, service level requirements and risk assessment.

Challenges, critical success factors and risk

The challenges and risks facing service design and how critical success factors (CSFs) contribute to service design.


Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Design Certificate.
The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based
training events
CLASSROOM-TRAINER (Private) – Onsite, private training courses for
individual organizations and their staff (contact us for a quote)
E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses
with mentoring support