ITIL® Service Lifecycle: Service Design

Ready to enhance the quality of your IT services? Learn Service Design...

Lifecycle modules are the next step for anyone seeking or in a management role. The courses give a better understanding of the fundamental drivers for the need for IT services and provides superior, best-practice knowledge (4 days, 3 points towards ITIL® Expert qualification). 


Service Design is the second phase of the ITIL lifecycle; this course focuses on the relevant aspects associated with the design of IT services. It will provide you with the essential information on the concepts such as, Supplier Management, Service Level Management, Service Catalog Management and Availability Management.

Course Code
4 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Special Instructions
Photographic ID is required to sit the examination (please see below)
Available as Nutshell

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Purpose of this course

It builds on the knowledge gained from ITIL Foundation Level.

Highlights how the principles of the ITIL Service Management framework can be applied, in the Service Design phase of the Service Lifecycle.

Who is this course for

Suitable for those wanting a more focused look at this specific stage of the Service Lifecycle, how it works and how it aligns with the other processes.

Not suitable for those that have already attended the ITIL Intermediate Capability course “Planning, Protection and Optimisation”.

You will learn how to
  • Explore the core principles that underpin the ITIL service management framework
  • Know the principles, goals and purpose of Service Design
  • Effectively apply the Availability management process
  • Identify the need for Capacity management
  • Understand the Information Security management process
  • Utilise the Service Level management and Supplier management processes
  • Display the requirement for IT Service Continuity management
  • Apply Service Catalogue management accurately
  • Organise the designing of services
  • Carry-out toolset selection using best practice techniques
  • Prepare for the PEOPLECERT Intermediate Certificate in Service Design exam
Benefits for your organisation

The organisation will have someone with a superior understanding of the Design of services.  How to manage, measure and demonstrate the value of different aspects involved in Service Design.  IT staff will align with the aims of the business.

Benefits for you as an individual

You will have the right knowledge on Service Design enabling you to design services that perfectly match the business requirements. You will maximise the quality of deliverables and you and your team's functionality.


The course also offers a natural career development path for anyone who already holds the ITIL Foundation Certificate.

Introduction to Service Design
  • Looks at the overall purposes and goals of Service Design
  • Explores business value of adopting Service Design
  • How Service Design fits into the ITIL Service Lifecycle
Service Design Principles
  • Analysis of the core principles and how to apply to the design of effective service solutions
  • How to design service solutions that relate to the customer’s needs
  • Introduction to design models to fit with different services
Service Design Processes
  • Focuses on the managerial and supervisory aspects of Service Design stage
  • Understanding of: Service Catalogue Management; Service Level Management ; Capacity Management; Availability Management ; IT Service Continuity Management ; Information Security Management ; Supplier Management
  • Covers the five areas of Service Design to the management of Service Design processes
Service Design Related Activity
  • Covers the management of technology related activities used in the Service Design stage
  • Activities and techniques involved with application management
  • Techniques and processes within data and information management
Organising for Service Design
  • Roles and responsibilities of Service Design
  • Functional roles analysis and RACI
  • Covers the managerial aspects
Technology Considerations
  • All areas of technology for Service Design
  • Identify why there is a requirement for Service Management tools
  • Understand the types of tools that can benefit Service Design


Implementation and Improvement of Service Design
  • Six-Stage implementation
  • Measure the critical success factors and key performance indicators
  • Business impact analysis, service level requirements and risks

Delegates must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL Foundation course.

Pre-course work required

Complete 21 hours of personal study by reviewing course syllabus and pre-course material

Pre - course material sent 4-6 weeks before course start date


More about the exam

Duration: 90 minutes

Day Taken: Morning of 4th day of course

Exam Type: 8 complex multiple choice questions (closed book)

Pass Rate: 70% - 28/40

Additonal Information:
Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Exam Fee

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.