This course immerses participants in the overall concepts, processes, policies, and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


Through this course, the participants will gain an understanding about the purpose, principles and processes of service design. This course is of special interest for ITIL Foundation certified professionals extending their qualifications to ITIL Expert (and later ITIL Master) level for which this qualification is a prerequisite.



At the end of this course, you will be able to:

  • Comprehend the importance of the Service Management as a practice concept.
  • Comprehend the importance of the principles, purpose, and objectives of Service Design.
  • Learn how all processes in Service Design interact with other Service Lifecycle processes.
  • Recognize the sub-processes, activities, methods, and functions used in each of the Service Design processes.
  • Learn roles and responsibilities within Service Design and the activities and functions to achieve Service Design excellence.
  • Recognize how to measure Service Design.
  • Understand the technology and implementation considerations surrounding Service Design.
  • Outline the challenges, Critical Success Factors (CSFs), and risks associated with Service Design.



Capacity Manager, Availability Manager, Service Level Manager, Business Continuity Manager, Service Portfolio Manager, ITSM Trainers



Participants need to attain the ITIL® Foundation certificate. In addition, around 2 years of IT experience is desirable.



Course Introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details


Module 1: Introduction to Service Design

  • Purposes and Objectives
  • Scope and Value to the Business
  • Service Design Goals
  • Context
  • Inputs, Outputs, Contents, and Use of SDP
  • Contents and Use of SAC
  • Group/Individual Exercise
  • Sample Test Question


Module 2: Service Design Principles

  • Holistic Service Design
  • Balanced Design
  • Identifying Service Requirements
  • Identifying and Documenting Business Requirements and Drivers
  • Design Activities
  • Design Aspects
  • Subsequent Design Activities
  • Design Constraints
  • Service Design Models
  • Group/Individual Exercise
  • Sample Test Question


Module 3: Service Design Processes – Part 1

  • Design Coordination
  • Service Catalogue Management
  • Service Level Management
  • Sample Test Question


Module 4: Service Design Processes – Part 2

  • Capacity Management
  • Availability Management
  • Supplier Management


Module 5: Service Design Processes – Part 3

  • IT Service Continuity Management
  • Information Security Management
  • Group/Individual Exercise


Module 6: Service Design Technology – Related Activities

  • Requirements Engineering
  • Management of Data and Information
  • Management of Application
  • Group/Individual Exercise


Module 7: Organizing for Service Design

  • Responsibility model – RACI
  • Functions
  • Roles
  • Group/Individual Exercise
  • Sample Test Question


Module 8: Technology Considerations

  • Types of Tools Benefiting Service Design
  • Requirements for Service Management Tools
  • Sample Test Question


Module 9: Implementation and Improvement of Service Design

  • Business Impact Analysis
  • Service Level Requirements
  • Risks to the Services and Processes
  • Implementing Service Design
  • Measurement of Service Design
  • Challenges of Service Design
  • Service Design Risks
  • Service Design CSFs and KPIs
  • Group/Individual Exercise
  • Sample Test Question


Exam Preparation Guide

Mock Exam 1

Mock Exam 2



  • ITIL® Service Strategy Lifecycle
  • ITIL® Service Transition Lifecycle
  • ITIL® Service Operation Lifecycle
  • ITIL® Continual Service Improvement Lifecycle
  • ITIL® Operational Support and Analysis Capability
  • ITIL® Managing Across the Lifecycle


Related Certification

  • ITIL® Expert (Exam ITIL® Intermediate SD)