ITIL® Intermediate: Service Design

Level: Intermediate
RATING: 4.6/5 4.65/5 Based on 250 Reviews

Gain the foundational knowledge and skills you need to plan, implement, and optimize service design processes in this ITIL Service Lifecycle: Service Design course. This Intermediate SD course focuses on the design of IT services and covers the architectures, processes, policies and documentation to design services that meet the needs of your organization. Successful completion of this three-day course course prepares you to pass the Intermediate level ITIL Service Design certification exam, and earn three credits towards ITIL Expert certification.

Key features of this ITIL Intermediate Service Design Training:

  • After-course instructor coaching benefit
  • Learning Tree ITIL Success Package Included
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Service Design (SD) Exam
  • Define the goal, objectives, and scope of SD
  • Outline key activities for SD processes
  • Enhance the quality of IT service provision within an organization
  • Measure SD using critical success factors and key performance indicators

Certifications/Credits:

APM Group--ITIL CPE 19 Credits PMI 19 PDU

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  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • Earn 19 NASBA CPEs (live, in-class attendance only)
  • One-on-one after-course instructor coaching
  • ITIL Certification Success Package included
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Standard $1950

Government $1950

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In Class & Live, Online Training

  • Nov 28 - 30 (3 Days)
    9:00 AM - 5:30 PM EST
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  • Dec 12 - 14 (3 Days)
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  • Mar 20 - 22 (3 Days)
    9:00 AM - 5:30 PM EDT
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ITIL Intermediate Service Design Course Information

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Design, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • Exam Information

    • The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

ITIL Intermediate Service Design Course Outline

  • ITIL Service Design Introduction and Overview

    • Purpose and goals
    • Scope of service design
    • Doing it right the first time
    • Designing new and changed service
  • Key ITIL Service Design Principles

    Five aspects of service design

    • Designing service solutions
    • Designing supporting systems and the service portfolio
    • Technology architectures, processes and design aspects
    • Measurement, methods and metrics
    • Service-oriented architecture principles

    Holistic service design

    • Design activities and their constraints
    • The importance of balanced design
    • Service requirements, business requirements and drivers

    Four Ps of Design

    • People
    • Products
    • Processes
    • Partners
  • Service Design Processes

    Service catalog management

    • Providing a central source of information on IT services delivered to the business by the service provider
    • Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

    Service level management

    • Negotiating, agreeing and documenting appropriate IT service targets with the business
    • Monitoring and producing reports on delivery against agreed level of service

    Capacity management

    • Matching capacity of IT to agreed business demands
    • Right resource, right time, right cost

    Availability management

    • Ensuring that availability targets are measured and achieved in a cost-effective manner
    • Building availability into the design

    IT service continuity management

    • Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
    • Developing service continuity and recovery plans
    • Aligning plans with business needs over time
  • Primary Activities of Service Design

    Technology-related activities

    • Requirements engineering: requirement types, activities and techniques
    • Data and information management activities
    • Techniques within application management
    • Investigating service design requirements

    Achieving balance between design and existing strategies

    • Ensuring inclusion of governance and security controls
    • Assembling the service design package
    • Producing, maintaining and revising all services, design processes and documents
    • Liaising with other design and planning activities
    • Aligning with corporate and IT strategies
  • Organizing Service Design

    • Roles appropriate within service design
    • Functional role analysis and the use of the RACI matrix
    • Defining service design responsibilities
    • Aligning information security with business security
    • Managing suppliers to ensure quality and value
  • Service Design and Technology

    • Technology considerations for service design
    • The tools that benefit service design
    • Requirements for service design
  • Implementation Challenges and Risks

    • The six-stage implementation approach
    • Measurements of service design
    • Outlining the challenges and risks facing service design
    • Establishing critical success factors and Key Performance Indicators (KPIs)
    • Developing risk-benefit analyses

Team Training

Important Course Information

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Design, which you should read as part of the 21 hours of personal study
    • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • Exam Information

    • The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Service Design Introduction and Overview

    • Purpose and goals
    • Scope of service design
    • Doing it right the first time
    • Designing new and changed service
  • Key ITIL Service Design Principles

    Five aspects of service design

    • Designing service solutions
    • Designing supporting systems and the service portfolio
    • Technology architectures, processes and design aspects
    • Measurement, methods and metrics
    • Service-oriented architecture principles

    Holistic service design

    • Design activities and their constraints
    • The importance of balanced design
    • Service requirements, business requirements and drivers

    Four Ps of Design

    • People
    • Products
    • Processes
    • Partners
  • Service Design Processes

    Service catalog management

    • Providing a central source of information on IT services delivered to the business by the service provider
    • Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

    Service level management

    • Negotiating, agreeing and documenting appropriate IT service targets with the business
    • Monitoring and producing reports on delivery against agreed level of service

    Capacity management

    • Matching capacity of IT to agreed business demands
    • Right resource, right time, right cost

    Availability management

    • Ensuring that availability targets are measured and achieved in a cost-effective manner
    • Building availability into the design

    IT service continuity management

    • Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
    • Developing service continuity and recovery plans
    • Aligning plans with business needs over time
  • Primary Activities of Service Design

    Technology-related activities

    • Requirements engineering: requirement types, activities and techniques
    • Data and information management activities
    • Techniques within application management
    • Investigating service design requirements

    Achieving balance between design and existing strategies

    • Ensuring inclusion of governance and security controls
    • Assembling the service design package
    • Producing, maintaining and revising all services, design processes and documents
    • Liaising with other design and planning activities
    • Aligning with corporate and IT strategies
  • Organizing Service Design

    • Roles appropriate within service design
    • Functional role analysis and the use of the RACI matrix
    • Defining service design responsibilities
    • Aligning information security with business security
    • Managing suppliers to ensure quality and value
  • Service Design and Technology

    • Technology considerations for service design
    • The tools that benefit service design
    • Requirements for service design
  • Implementation Challenges and Risks

    • The six-stage implementation approach
    • Measurements of service design
    • Outlining the challenges and risks facing service design
    • Establishing critical success factors and Key Performance Indicators (KPIs)
    • Developing risk-benefit analyses

ITIL Intermediate Service Design Training FAQs

  • Can I obtain ITIL Service Design certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

  • What is the purpose of Service Design in ITIL?

    The purpose of Service Design is to design new IT services, as well as changing and improving existing designs. 

  • What are the 4 P's of ITIL Service Design?

    1. People
    2. Products
    3. Processes
    4. Partners 
  • How do I take the ITIL Service Design exam?

    The ITIL Service Design exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center. 

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