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  • February 18, 2019
    9:00 am - 4:00 pm

About this Course

This 3-day class teaches students how to plan, implement and optimize Service Design processes. ITIL® Service Design best practices enables IT departments to design new IT services that meet commitments related to service quality, availability, customer satisfaction and cost-effectiveness. Students will learn to identify the ITIL® lifecycle and the fundamental processes involved in Service Design and how to integrate them into their organization’s IT service model. Students will also prepare to take a 90 minute ITIL® Intermediate Service Design Certification exam at the conclusion of the class. The exam is composed of 8 scenario based gradient scored questions.

Audience Profile

Individuals who require a detailed understanding of the ITIL® Service Design phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. IT Service Managers IT Directors Process Owners Service Desks All IT Staff Individuals seeking ITITL® Expert Qualification. This course is valuable for those who want to achieve the ITIL Intermediate Service Design Certification.

At Course Completion

At the end of this 3 day course, the student will:

  • Gain thorough understanding of the supervisory issues regarding IT Service Design processes and activities.
  • Identify the ITIL® Lifecycle and the fundamental processes involved in Service Design and how to integrate them into your organization’s IT service model.
  • Learn how Service Design interfaces with the other stages of the ITIL® Service Lifecycle.
  • Justify and control the organizational and technological issues on Service Design.
  • Understand how IT and business can collaborate to improve productivity.
  • Prepare for and take the ITIL® Intermediate Service Design examination.


1. Introduction to Service Design
2. Key Service Design Principles
3. Primary Activities of Service Design
4. Service Design Processes
5. Service Design & Technology-Related Activities
6. Organizing Service Design
7. Implementation Challenges and Risks
8. Exam Preparation and Mock Exams
9. ITIL® Qualification Scheme Review
10. Sit for Service Design Exam


Students are required to hold the ITIL® v3 Foundation Certificate or ITIL® v2 Foundation & v3 Foundation Bridge Certificate. It’s recommended that students have approximately 1-2 years of IT related work experience.


Online Event


Live Online Training

Get the same training you expect in the classroom without leaving your office or home. These are NOT recorded classes. They are LIVE sessions with an expert instructor. We use the latest in video conferencing technologies and audio so you can confidently participate in any class just like being right there in person. We guarantee the effectiveness of our online training delivery approach that we will give you your money back if you are not totally satisfied.  Ask us for a demo.

Online class requirements:

  • Moderate to fast Internet
  • Phone, or Speakers or headset (required in order to hear the instructor/moderator). You can use Voice Over IP (VoIP) or you can dial-in from a regular phone.  Whether you decide to use VoIP or a phone, for convenience, we recommend a hands free headset.
  • Training software must be installed on your computer (30 trial versions are acceptable)
  • RECOMMENDED: Dual Monitors or computers. For optimal online learning experience, we recommend participants have dual monitors or dual computers. Your online classroom credentials allow you to login multiple times from multiple computers. Participants should use one monitor or computer to view instructor/moderator shared screen and another monitor/computer to work in the software.

What happens when you enroll in an online class

When you register for an online class, you will receive a welcome email followed by login access to the Citrix GoToTraining virtual classroom. A workbook (printed copy or eBook) will be sent to you prior to the start of class.

Online Training Advantages

Convenience: You don’t have to travel and can attend from your home, office or anywhere with an internet connection. Our online classes are conducted using GoToTraining, a more robust version of the popular GoToMeeting screen sharing and conferencing platform. To accommodate multiple time zones, courses are typically scheduled from 10am – 5pm Eastern with a one-hour lunch break at 12:30 – 1:30 pm Eastern and a 10-minute break in the morning and afternoon. When conducting custom online course for your group, class times can be modified to accommodate your timezone.

Interactive Learning: Our online training is fully interactive. You can speak and chat with the instructor and classmates at any time. Various interactive techniques are used in every class. Our  small class sizes (typically 4 – 8 students), allow our instructors to focus on individual performance and issues and to work closely with you to meet your unique needs. Classes are designed to be a hands-on learning experience, providing opportunities for you to try your new skills while the instructor is available for review, questions, and feedback. You have the option to give the instructor permission to view your computer to provide one-on-one assistance when needed.