ITIL® Service Lifecycle - Service Design

Course Details

This 3-day training certificate is provided by Course Bargains and covers the Service Design unit in the ITIL® Service Lifecycle structure. Service Design includes the events, plans, projects and records essential to design IT services that meet the necessities of an organisation. ITIL® Service Design will describe to you the morals of service design and establish how to apply design exercise into the wider IT Service management procedure.

Course Contents

Below is a list of the modules that you will learn during this course:

Introduction to Service Design

  • Understand the strategy of differentiating value-creation and articulate all the benefits to the business that result from efficient Service Design
  • Service Acceptance Criteria and how to use them to create value
  • The contents and use of Service Design Packages
  • The underpinning processes, functions and assets that link business value to IT services
  • The fundamental aspects of Service Design

Service Design Principles

  • Design service solutions related to a customer’s needs
  • Design and utilize the Service Portfolio to enhance business value
  • The measurement systems and metrics
  • Service Design models to accommodate different service solutions

Service Design Processes

  • The interaction of Service Design processes
  • The flow of Service Design as it relates to the business and customer
  • The five Design Aspects and how they are incorporated into the Service Design process

Service Design technology related activities

  • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; Functional, Management/Operations and Usability
  • The design of technical architectures for Data and Information Management, and Application Management

Organizing for Service Design

  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT Service Management
  • The Service Design roles and responsibilities, where and how they are used and how a Service
  • Design organization would be structured to use these roles

Consideration of Technology

  • Service Design related Service Management tools, where and how they would be used
  • The benefits and types of tools that support Service Design

Implementation and improvement of Service Design

  • The creation, implementation and use of Critical Success Factors and Key Performance Indicators as ways to improve designed services
  • The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
  • How Business Impact Analysis, Service Level Requirements and risk assessment can affect service design solutions


What are the details of the exam?

The exam will cover of a multiple choice, closed book paper of 8 questions, to be answered in 90 minutes. The pass mark is 70% or more.

Who will be instructing me?

The instructors at Course Bargains are highly qualified and have global experience.

When should I arrive to the venue?

You should aim to arrive at 9am.

How can I contact you?

If you would like more information about any course please feel free to either contact us on 01159 031 029 or you can email us at