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ITIL® Service Design Training Course

Service Design is required to enhance the quality of IT service management


Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.

There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.

Please Note: The confirmed timings are as follows:

  • ITIL® V3 Foundation – discontinued as of 1 July 2021
  • ITIL® V3 Intermediates – discontinued as of 1 Jan 2022
  • ITIL® MALC - discontinued as of 1 Jan 2022
  • ITIL® 4 Managing Professional Transition (English) - discontinued as of 1 July 2022

The ITIL® Service Design certificate (SD) is the second phase in the five phases of the ITIL® IT Service Management lifecycle.

This certification is intended to enable existing holders of the ITIL® Foundation certificate in IT Service Management to gain the skills needed to have a comprehensive understanding of the processes and roles described in the Service Design element of the Service Management Lifecycle.

The course focuses on the design of the IT services, including all of the relevant aspects - architectures, processes and policies, and documentation. These need to be aligned to meet the needs of the business, both at this point in time, and in the future.

This three-day course will take you through an explanation of the fundamentals and provide you with the requisite information around the concepts, processes and activities of service design.

The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28 (70%).

You will be appropriately prepared for this by our ITIL® Expert tutors throughout the course, and will sit a mock exam to increase your confidence levels.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

Course Outline

This course is split in to modules. The following modules aim to give you a thorough understanding of each course topic:

  • Introduction To Service Design - covers the purpose, goals, objectives and scope of Service Design and 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 are also covered, including the Service Design package and service acceptance criteria.
  • Service Design Principles - covers more focused aspects of Service Design. Service Design principles and service composition are covered and emphasized with the importance of and approach to, balanced design. This unit also covers the requirements for service. This unit reviews all design activities, constraints and models, including the aspects of Service Design and the management of Service Design processes.
  • Service Design Processes – this unit covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Design stage (but excludes the day-to-day operation of the processes, which is covered in the Planning, Protection and Optimisation (PPO) and the Service Offerings and Agreements (SOA) Capability modules).
  • Service Design Technology Related Activities - covers the management of technology related activities commonly performed in the Service Design stage. It covers requirements engineering in relation to the activities/techniques associated with data and information management, as well as application management.
  • Organising For Service Design – this unit covers the aspects associated with the Service Design roles, responsibilities and capabilities. Techniques for assigning roles are introduced and explained.
  • Technology Considerations – understand the considerations for Service Design.
  • Implementation And Improvement Of Service Design - this covers typical Service Design issues, prerequisites for success, and the six stage implementation approach. Pertinent techniques are addressed and reviewed, business impact analysis, service level requirements and risks assessment.
  • Challenges, Critical Success Factors And Risks - looks at what difficulties and challenges may be ahead, and what measurements need to be put in place in order to ensure targets are met.


The ITIL® Service Design intermediate certificate is one of the five lifecycle phase courses that builds on the knowledge gained from the ITIL® Foundation certificate This lifecycle phase is for you if you wish to seek, or currently hold, a management or team leader role within your organisation, or require an understanding of Service Design beyond a Foundation level of knowledge.

The primary focus for this ITIL® Service Design certification is new or changed business requirements and ends with the development of a service solution designed to meet the documented needs of the business. This developed solution is then passed to service transition to evaluate, build, test and deploy the new or changed service.

About the Course

Our ITIL® Expert tutors will explain in detail that by adopting good service design practices, it is possible to deliver quality, cost-effective services and to ensure that the business requirements are being met consistently.

You will learn that adopting and implementing standard and consistent approaches for service design will help you to:

  • Reduce total cost of ownership (TCO)
  • Improve quality of service
  • Improve consistency of service
  • Ease the implementation of new or changed services
  • Improve service alignment
  • Improve service performance
  • Improve IT governance
  • Improve effectiveness of service management and IT processes
  • Improve information and decision-making
  • Improve alignment with customer values and strategies

Who Should Attend

The audience for this course includes those who:

  • Wish to have a greater understanding of the ITIL® Service Design stage of the ITIL® Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organisation
  • Are working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Design
  • Are seeking progress towards the ITIL® Expert in IT Service Management for which the ITIL® Expert is a prerequisite.

The Service Design qualification would also suit candidates in the following IT professions or areas:

  • Capacity Manager
  • Availability Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager
  • It is also suitable for candidates working in IT Architectural roles and IT Project Teams

Materials Provided

As part of the ITIL® Service Design Intermediate training course you will receive:

  • A full copy of all course slides, (paper copy) with room to make your own notes
  • A personal copy of the Service Design Key Element Guide – (Service Design pocketbook)
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding where applicable
  • Sample questions

Organisational Benefits

By ensuring that the business and IT work together as a team, this will ensure that the design and delivery of a new or changed service meets the customer requirements that will deliver the performance improvements or increased profitability (depending on what the service change was aimed to address).

IT staff will be more aligned with the aims of the business as a whole, rather than just the technical aspects.

Individual Benefits

You will gain an understanding on how to ensure that the service is designed in the appropriate manner to meet all of the requirements (both business and IT), thereby improving the quality of the deliverables.

By enabling IT to be able to respond quickly and effectively to the needs of the business, will generate increased team functionality – increased enjoyment of delivering what was required, on time. By having a better understanding of the best-practice framework, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience.

Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.


It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

Exam Overview

Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one 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.

The examination is taken on the afternoon of the 3rd day.

Exam Type

Classroom Exam

Professional Development Units - PDUs

Our classroom based ITIL® Service Design training course does not currently attract any Professional Development Units – PDU's.

The course does however give you 3 Credits towards the ITIL® Expert qualification.


ITIL® Service Design certificate

Next Steps

Once you have gained the ITIL® Service Design Intermediate certificate you may consider sitting another ITIL® Lifecycle course, such as:

  • Service Strategy
  • Service Transition
  • Service Operation
  • Continual Service Improvement (CSI)

Or maybe something else, such as one of our four ITIL® Capability course qualifications, those being:

  • Release, Control and Validation certification
  • Operational Support and Analysis
  • Service Offerings and Agreements
  • Planning, Protection and Optimisation

Or maybe a BCS Specialist course qualification, those being:

  • BCS Specialist Certificate in Business Relationship Management
  • BCS Specialist Certificate in Change Management
  • BCS Specialist Certificate in Problem Management
  • BCS Specialist Certificate in Service Desk and Incident Management
  • BCS Specialist Certificate in Service Level Management
  • BCS Specialist Certificate in Supplier Management

Please note that there is a degree of overlap between the ITIL® Service Design Lifecycle course and the ITIL® Planning, Protection and Optimisation Capability course, so if you are working towards ITIL® Expert we do not suggest taking both courses.

Why not contact one of our helpful account managers who will be able to assist you in deciding your next steps?


This ITIL® Service Design course will provide you with the details and key steps that are needed if you are involved in the planning of the strategies and architectures to deliver effective and efficient IT services that will serve the organisation well.

By achieving a pass mark in this exam, you will be awarded 3 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.

ITIL® Service Design Course Dates

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