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ITIL ITIL Intermediate SD Certification Training

ITIL Intermediate SD Certification Training

699.00 699.00

  • Course Delivery: On Demand
  • Duration: 12.5 
  • Language: English
  • Difficulty: Intermediate
  • Audience: ITIL Professionals

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Key Features

  • 12.5 hours of high-quality e-learning content
  • 30 PDUs offered
  • Highest pass rate
  • 10 chapter-end quizzes
  • 2 simulation exams
  • 2 ITIL Intermediate SD sample test papers
  • Accredited by AXELOS
  • Mobile friendly


The Service Design (SD) module is a part of Lifecycle Stream of ITIL® Intermediate level and one of the modules leading to the ITIL Expert Certificate in IT Service Management. The training content approved by APMG and CSME, focuses on the best practices and processes for designing IT services. ITIL SD certification training will enhance your knowledge in IT service architectures, processes, policies, and documentation and also how to deliver cost-effective service delivery that meets business requirements.


Course Objectives

    The learning objectives of this course are:
  • Explain the purpose, principles and processes in service design
  • Describe the technological considerations and activities involved in service design
  • Understand how to plan, deploy, and improve service design
  • Assess challenges, critical success factors, and risks associated with service design

Topics Covered

Introduction to Service Design

  • Purpose, goals, objectives, scope, and value of service design
  • The context of service design in the ITIL service lifecycle
  • Service design inputs and outputs and use of service design package

Service Design Principles

  • Holistic service design, service composition, and the four Ps
  • The five aspects of service
  • The importance of and approach to balanced design
  • Service requirements, business requirements, and drivers
  • Design activities and their constraints
  • The five aspects of service design:
    • Design aspects
    • Designing service solutions
    • Designing supporting systems, especially service portfolio
    • Designing technology architecture
    • Designing processes
    • Designing measurement systems and metrics
  • Service-oriented architecture principles
  • Service design models

Service Design Processes

  • Purpose, goals, objectives, scope, value to business, policies, and basic concepts
  • Service design processes:
    • Design coordination
    • Service catalog management
    • Service level management
    • Availability management
    • Capacity management
    • IT service continuity management
    • Information security management
    • Supplier management

    Service Design Technology Related Activities

    • SD activities and techniques within requirement engineering
    • SD activities and techniques within data and information management
    • SD activities and techniques associated with application management

    Organizing for Service Design

    • Functional roles analysis and use of the RACI matrix
    • Functions within service design
    • The roles and responsibilities within service design

    Technology considerations

    • Types of tools that would benefit service design
    • Requirements for service management tools

    Implementation and Improvement of Service Design

    • Service design issues relating to business impact analysis, service level requirements, and risks
    • The six-stage implementation approach
    • Measurements of service design, a prerequisite for success

    Challenges, Critical Success Factors, and Risks

    • Challenges and risks
    • Critical success factors and KPIs

    Summary and Directed Studies

    • Review of key concepts


Two years of experience in the field of IT is highly desirable. Candidates should also spend some time reviewing the syllabus and the ITIL® Service Design publication to prepare for the exam.


Quiz Information

Ten end-of-chapter quizzes and two simulation exams



The Service Design qualification can only be taken as part of an accredited training course. To be eligible for the ITIL® Intermediate Module – Service Design qualification, the following requirements have to be met:

  • A minimum 21 hours of instruction with an Accredited Training Organization (or an accredited e-learning solution)
  • ITIL Foundation Certificate in IT Service Management

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