ITIL® Intermediate Lifecycle Path – Service Design

About the course

This ITIL Intermediate course introduces participants the overall concepts, processes, policies, and methods associated with the Service Design (SD) phase of the Service Lifecycle. This course is designed using an engaging, exercise-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL® service strategy stage of the ITIL® service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite.


  • Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate.
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs
  • In a classroom blended mode: delivered on Friday, Friday, Saturday – the preferred course delivery method, which allows course participants sufficient time to study for the exam and minimise work disruption.

Certification Exam

  • This three (3) days classroom-training course with examination held on the afternoon of the 3rd day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Service design technology-related activities
  • Organizing for service design
  • Technology considerations
  • Implementation and improvement of service design
  • Challenges, critical success factors and risks.


Introduction to Service Design

This learning unit covers the purpose, goals, objectives and scope of service design and the business value of service design activities. The context of service design in the ITIL® service lifecycle and the inputs and outputs of service design are also covered, including the service design package and service acceptance criteria.

To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand and describe:

  • Purpose, goals and objectives of service design
  • Scope of service design
  • Business value
  • The context of service design in the ITIL® service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package
  • The contents and use of service acceptance criteria

Service Design Principles

This unit covers Service Design principles. To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse:

  • Holistic service design, service composition and the four Ps
  • 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 the service portfolio
  • Designing technology architectures
  • Designing processes
  • Designing measurement systems and metrics
  • Service-oriented architecture principles
  • Service design models

Service Design Processes

This unit covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Design stage, (but excludes the day to day operation of the processes which is covered in the corresponding Capability Modules). To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide, or analyze the following sections:

  • Design coordination
  • Service catalogue management
  • Service level management
  • Availability management
  • Capacity management
  • IT service continuity management
  • Information security management
  • Supplier management

The following topics are discussed for each of the here mentioned processes:

  • Purpose and objectives
  • Scope of Service Design stage
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks

Service Design technology related activities

  • The service design activities and techniques within requirements engineering
  • The service design activities and techniques within data and information management
  • The service design activities and techniques associated with application management

Organizing for Service Design

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

Consideration of Technology

  • The types of tools that would benefit service design
  • Requirements for service management tools

Implementation and improvement of Service Design

  • The 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, CSFs and Risks

  • Challenges
  • Critical success factors and key performance indicators
  • Risks


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90 days



Group discounts available



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204 rue Saint Sacrement, Suite 300 Montreal, QC H2Y 1W8

Tel: 514.868.2116 / 514.431.0542