ITIL® (SD) Intermediate Service Design Training Course

5 Days Instructor Led Course | 35 PDUs

Course Objective

As one of the qualifications in the ITIL® Service Lifecycle stream, ITIL® Intermediate Service Design (SD) training course:

  • Puts the focus on the accurate design of IT services.
  • Learn the architecture, processes, policies and documentation that will enable the design of services that align with organizational and program objectives.
  • Supports business results.
  • Enables and facilitates the process of business change.
  • Improves customer experience.
  • Facilitates the management of risk.
  • Optimizes return on investment and value of services.
  • Shows a path for continual service improvement.

Targeted Audience

  • Chief Information Officers (CIOs)
  • Chief Technology Officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects /planners /consultants /audit managers
  • IT security managers
  • Capacity managers
  • Availability managers
  • Service level managers
  • Business continuity managers
  • Service portfolio managers
  • ITSM trainers
  • IT professionals
  • Individuals seeking the ITIL® Expert and Master certificates

Delivery Method

  • Instructor-led, 5-Days intensive ITIL® (SD) Intermediate Service Design training program
  • 5 Days, you will prepare for and take the ITIL® (SD) Intermediate Service Design exam.
  • Material and discussion language will be in English

Do you prefer a personalized learning experience? You can customize your course to suit your training needs, by having:

  • Training assessment before start
  • Tailored curriculum
  • Focus on work cases
  • Start from Any Date
  • Flexibility in scheduling
  • and more..

Click here to read about our customized training services.

ITIL® (SD) Training Course Outline

Introduction to Service Design

  • Purpose, goals, objectives, scope and value of Service Design.
  • The context of Service Design in the ITIL® Service Lifecycle.
  • Service Design inputs and outputs and use of service design package.

Service Design Principles

  • Holistic Service Design, service composition and the 4 Ps.
  • The five aspects of Service Design.
  • The importance of and approach to balanced design.
  • Service requirements, business requirements and drivers.
  • Design activities and their constraints.
  • Design aspects.
  • Designing service solutions.
  • Designing supporting systems.
  • Designing technology architecture.
  • Design processes.
  • Designing measurement systems and metric.
  • Service oriented architecture principles
  • Service Design models
  • Functions within Service Design
  • The roles and responsibilities within Service Design

Technology Considerations

  • Types of tools that would benefit Service Design.
  • Requirements for service management tools.

Implementation and Improvement of Service Design

  • Service Design issues relating to business impact analysis, service level requirements and risks.
  • The six state implementation approach.
  • Measurements of Service Design, a pre-requisite for success.

Challenges, Critical Success Factors and Risks

  • Challenges and risks.
  • Critical success factors and KPIs.

Summary and Directed Studies

  • Review of key concepts.

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