ITIL® v3 Intermediate Certificate: Service Design (SD)

3 days

CIOs, CTOs, Managers, Supervisory Staff, Team Leaders, Designers, Architects, Planners, IT Consultants, IT Audit Managers and IT Security Managers.

The candidate must hold (photocopy required) one of the following:

  • v3 ITIL® Foundation Certificate
  • v2 ITIL® Foundation Certificate and the v2-v3 Foundation Bridge Certificate

It is also strongly recommended that the candidate have 2-4 years of professional experience within Service Management as well as defined experience in at least one of the SD processes. Reading the ITIL® Service Lifecycle core publications, specifically the Service Design volume, prior to attending is quite beneficial.


The 3-day Service Design (SD) course provides you with an intense and focused exploration of the new and modified topics in ITIL® v3. The course is intended for those who work within a Service Design environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.


The Service Design course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

  • The Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate service" and be able to explain the concept of Service Management as a practice
  • Basic Service Design Principles: Understand the common principles and guidelines that will influence the performance of SD processes, including service requirements, business requirements and drivers; requirement types and their management techniques; the principles and the five aspects of service design; business service management and service-oriented architectures; service design models
  • Service Design Processes: Understand the managerial and supervisory aspects of the SD processes. Other areas of discussion include the roles and responsibilities, information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:
    • Service Catalog Management
    • Service Level Management
    • Capacity Management
    • Supplier Management
    • Availability Management
    • Information Security Management
    • IT Service Continuity Management

    Note: in-depth discussions around the daily activities of each process are found in the Service Offerings & Agreements (SOA) and Planning, Protection & Optimization (PPO) courses

  • Organizing Service Design: Understand the role and the responsibilities of each of the activities and their input to all lifecycle phases
  • Explore Technology and Implementation Considerations: Understand the role of technology in support of Service Design and explore concepts that have great impact on SD process implementation

Within the Service Design volume, the strategy defined in the previous phase is planned for optimal value upon implementation. Additionally, the concept of a service lifecycle is very much ingrained within Service Design so not only will this phase be explored but also the relationship to the other phases and the criticality of 'cross-communication' between the phases is detailed and emphasized.

The emphasis of this course is on the managerial and supervisory (control) aspects of the activities and techniques within the Service Design phase; in-depth discussions of process activities occur in the SOA and PPO courses. There is significant overlap between Service Strategy, Service Design, SOA and PPO — though all courses will 'count' toward the ITIL® Expert, it is NOT recommended that only these courses fulfill the required electives.