ITIL® Intermediate: Service Design Certification Training

Level: Intermediate
RATING: 4.6/5 4.63/5 Based on 245 Reviews


Gain the knowledge and skills you need to plan, implement, and optimize service design processes in this ITIL Service Lifecycle: Service Design training. Intermediate SD 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. 

ITIL 4 is coming — but don't put your ITIL journey on hold ›

Key features of this ITIL Intermediate Service Design Training:

  • Choose from blended on-demand and instructor-led learning options
  • ITIL Success Package and exclusive LinkedIn community support included (premium training only)
  • 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

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

On Demand & Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL SD modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
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Standard $1090/ Year

Government $1090/Year

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher included
View Course Details & Schedule

Standard $1950

Government $1950

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PREMIUM TRAINING

Unlimited Access to Everything

Unlimited annual access to:

View Bundle Details & Schedule

Standard $2450/Year

Government $2450/Year

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PRODUCT #70D7

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On Demand & Instructor Coaching

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL SD course, official courseware, and support directly from the course instructor.

  • Prerequisites

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

    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

  • Module 02: Service Management as a Practice Part 1

    • Topic One: Components of the Service Lifecycle
    • Topic Two: What is a Service?
    • Topic Three: What Comprises Value?
    • Topic Four: What is Service Management?
    • A Process
    • A Function
    • Generic Roles
  • Module 03: Service Management as a Practice Part 2

    • Purpose and Objectives of Service Design
    • Scope of Service Design
    • Generic SD Roles
    • Service Design – Value to the Business
    • SD Inputs and Outputs
    • SD Challenges, Critical Success Factors, and Risks
    • Key Concepts for Service Design
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Service Design Principles Part 1

    • Overview
    • Balanced Design
    • Service & Business Requirements
    • Design Activities & Constraints
  • Module 06: Design Aspects Part 1

    • The 5 Aspects of Service Design
    • Designing Service Solutions
    • Designing the Management Information Systems
    • Designing the Technology and Architecture
  • Module 07: Design Aspects Part 2

    • Designing Processes
    • RACI Diagram
    • Designing Measurement Systems and Metrics
  • Module 08: Design Aspects Part 3

    • Service Oriented Architecture (SOA)
    • Service Design Models
    • Exercise: Designing Service Acceptance Criteria
  • Module 09: Design Coordination (DC)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs, Interfaces
    • Metrics
  • Module 10: Service Catalog Management (SCatM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 11: Service Catalog Management (SCatM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 12: Service Level Management (SLM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 13: Service Level Management (SLM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Sample Service Catalog Entry
    • Sample SLA
    • Sample OLA
  • Module 14: Availability Management (AM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
  • Module 15: Availability Management (AM) Part 2

    • Process Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 16: Capacity Management (CapM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 17: Capacity Management (CapM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 18: IT Service Continuity Management (ITSCM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 19: IT Service Continuity Management (ITSCM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 20: Information Security Management (ISM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 21: Information Security Management (ISM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 22: Supplier Management (SuppM)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Exercise: Supplier Management Process Flow
  • Module 23: Implementing Service Design

    • General Implementation Considerations
    • Implementation Framework
    • Measurement of Service Design
    • Prerequisites for Success (PFS)
  • Module 24: Requirements Engineering

    • Requirement Types
    • Requirement Investigation
    • Documenting Requirements
    • Requirements Catalogue
  • Module 25: Data, Information & Application Management

    • Managing Data and Information
    • Application Management
    • Application Portfolio
    • Application Design
  • Module 26: Service Management Technology

    • Tools for Service Design
    • Service Management Technology
    • Tool Selection Process

ITIL Intermediate Service Design FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL SD exam?

    After you receive your ITIL SD exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • Dec 12 - 14 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Mar 6 - 8 ( 3 Days)
    9:00 AM - 5:30 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Mar 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • May 29 - 31 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

  • Jun 12 - 14 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Aug 7 - 9 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • Sep 18 - 20 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Nov 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Intermediate Service Design Course Information

  • Prerequisites 

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

    • Achieving the ITIL Intermediate Qualification: Service Design certificate provides three credits toward your ITIL Expert certification.
  • Course Preparation

    • Before your event, you will receive via email a Pre-Course Study Guide and the ITIL Service Design Handbook. The Pre-Course Study Guide will let you know which parts of the ITIL Foundation Handbook you should study before class. The Pre-Course Study Guide also contains the official ITIL Service Design Certificate syllabus, which you should read.

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 analyzes

ITIL Intermediate Service Design 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 PeopleCert (online) or at an eligible testing center. 
  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • 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 Design core publication, focusing on Chapter 2, and review your ITIL Foundation course materials.
  • How do I use my exam voucher to take the ITIL SD exam?

    The ITIL Intermediate Service Design exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

Unlimited Access to Everything

  • Dec 12 - 14 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Mar 6 - 8 ( 3 Days)
    9:00 AM - 5:30 PM EST
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Mar 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • May 29 - 31 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare)

  • Jun 12 - 14 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Aug 7 - 9 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • Sep 18 - 20 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Nov 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Ottawa / Online (AnyWare) Ottawa / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL SD course, unlimited retakes of our 3 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites 

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

    • 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.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

  • Module 02: Service Management as a Practice Part 1

    • Topic One: Components of the Service Lifecycle
    • Topic Two: What is a Service?
    • Topic Three: What Comprises Value?
    • Topic Four: What is Service Management?
    • A Process
    • A Function
    • Generic Roles
  • Module 03: Service Management as a Practice Part 2

    • Purpose and Objectives of Service Design
    • Scope of Service Design
    • Generic SD Roles
    • Service Design – Value to the Business
    • SD Inputs and Outputs
    • SD Challenges, Critical Success Factors, and Risks
    • Key Concepts for Service Design
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Service Design Principles Part 1

    • Overview
    • Balanced Design
    • Service & Business Requirements
    • Design Activities & Constraints
  • Module 06: Design Aspects Part 1

    • The 5 Aspects of Service Design
    • Designing Service Solutions
    • Designing the Management Information Systems
    • Designing the Technology and Architecture
  • Module 07: Design Aspects Part 2

    • Designing Processes
    • RACI Diagram
    • Designing Measurement Systems and Metrics
  • Module 08: Design Aspects Part 3

    • Service Oriented Architecture (SOA)
    • Service Design Models
    • Exercise: Designing Service Acceptance Criteria
  • Module 09: Design Coordination (DC)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs, Interfaces
    • Metrics
  • Module 10: Service Catalog Management (SCatM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 11: Service Catalog Management (SCatM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 12: Service Level Management (SLM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 13: Service Level Management (SLM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Sample Service Catalog Entry
    • Sample SLA
    • Sample OLA
  • Module 14: Availability Management (AM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
  • Module 15: Availability Management (AM) Part 2

    • Process Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 16: Capacity Management (CapM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 17: Capacity Management (CapM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 18: IT Service Continuity Management (ITSCM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 19: IT Service Continuity Management (ITSCM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 20: Information Security Management (ISM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 21: Information Security Management (ISM) Part 2

    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
  • Module 22: Supplier Management (SuppM)

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Process Overview
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Exercise: Supplier Management Process Flow
  • Module 23: Implementing Service Design

    • General Implementation Considerations
    • Implementation Framework
    • Measurement of Service Design
    • Prerequisites for Success (PFS)
  • Module 24: Requirements Engineering

    • Requirement Types
    • Requirement Investigation
    • Documenting Requirements
    • Requirements Catalogue
  • Module 25: Data, Information & Application Management

    • Managing Data and Information
    • Application Management
    • Application Portfolio
    • Application Design
  • Module 26: Service Management Technology

    • Tools for Service Design
    • Service Management Technology
    • Tool Selection Process

ITIL Intermediate Service Design FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • 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 Design core publication, focusing on Chapter 2, and review your ITIL Foundation course materials.
  • How do I use my exam voucher to take the ITIL SD exam?

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

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

Team Training

ITIL® Service Lifecycle Overview Chart

The 5 Phases for Successful Implementation

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