Introduction To ITIL Service Design Course

The ITIL Service Design Course In UAE is one of the ITIL Service Lifecycle modules, and focuses on IT service designing, including processes, documentation, policy and architecture required for professionals to be able to design services that correspond to organizational aims.

The course trains candidates in the mechanisms needed to manage and incorporate service design into the management process related to IT services.

This is important for the IT lifecycle, since the design stage is fundamental to the ability of an entity to continuously develop useful services and improve them.

Candidates will be introduced to the processes and the need for service design, and knowledge on how the organization and implementation of these elements is to take place as an ingredient in the general service management segment.

They will also be guided on the due attention to be given to matters related to technology.

Purpose And Contents Of The ITIL Service Design Course

The course exhibits how service design fits into the other links in the ITIL Service Lifecycle.

Worthy service design is going to play an important role in bridging the gap between the company and the IT area.

Good service design can improve the alignment of IT with the overall business and user demands.

Within this relationship, the course will highlight how quality service design is going to help make this happen.

The module therefore achieves the ultimate aim of inculcating the creation of products and services capable of satisfying the current and developing needs of an organization.

ITIL Credits

The service design module has three credits, while progression to the Managing Across the Lifecycle module requires a total 17. This is the last stage before the ITIL Expert Level stage.


The ITIL Service Design course is bound to help IT professionals and managers in the areas of service portfolio, service level, business continuity, capacity, and availability.

About Course:

ITIL® Intermediate Service Design is a 3 day instructor led course from Learnings24x7 designed to ensure that you clear the certification exam in the very first attempt. 

The Service Strategy (SD) qualification is one of five ITIL® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy.

The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. 

Target Audience:

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications. 

The main target candidate for the ITIL Intermediate Qualification: 

Service Design 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 
  • 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 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.


  • Delegates attending this course must already hold the ITIL Foundation Certificate in IT Service Management
  • A minimum 21 hours of instruction with an Accredited Training Organization
  • A basic IT literacy and around 2 years IT experience are highly desirable

Course Syllabus:

  • Introduction to ITIL Intermediate - Service Design
  • Purpose, Goals, Objective, Scope and Value to Business
  • 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 and service acceptance criteria
  • Service Design Principles
    • Holistic service design, service composition and the four Ps
    • The five aspects of service design
    • Approach to balance design
    • Service and Business requirement drivers
    • Design activities and their constraints
    • Service-oriented architecture principles
    • Service design models
    • The measurement systems and metrics
    • Service design models to accommodate different service solution 
  • Service Design Processes
    • Design Coordination
    • Service Catalogue  Management
    • Service Level Management
    • Availability Management 
    • Capacity Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
    • For each of the SD processes the following subsections will be included:
    • Purpose and objectives
    • Scope, Value to Business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors (CSF’s) and key performance indicators (KPI’s)
    • 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
  • Technology Considerations
    • The types of tools that would benefit service design
    • Requirements for service management tools
  • Implementing 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
  • Service Design Challenges, CSF and Risks
    • Challenges
    • Risks
    • Critical Success Factors and Key Performance Indicators
    • Mock Examination

Certification Exam Details:


ITIL 2011 – Intermediate – Service Design


Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.


Maximum 90 minutes for all candidates in their respective language

Provisions for additional time relating to language

Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.


  • ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications

  • Completion of an Accredited course from an ITIL Accredited Training Provider



Open Book


Pass Score

28/40 or 70%


This examination is available in Online or Paper based format.


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