ITIL® Service Design


This course teaches the students how to plan, implement, and optimize service design processes consistent with ITIL best practices. By applying ITIL Service Design best practices, IT departments ensure that new services meet commitments related to the service quality and availability, customer satisfaction, and cost-effectiveness. The course prepares attendees for the ITIL Intermediate Qualification: Service Design Certificate, one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

Audience Profile

  • 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 ongoing management, coordination, and integration of design activities within the service lifecycle.
  • Individuals who require a detailed understanding of the ITIL Service Design stage of the ITIL Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • IT professionals working within, or about to enter a service design environment and requiring an understanding of the concepts, processes, functions, and activities involved.
  • 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 Certificate 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.


  • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and Bridge qualifications).
  • A basic IT literacy and around 2 years’ IT experience are highly desirable.
  • At least 21 contact hours [hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution], as part of a formal, approved training course/scheme.
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Design publication in preparation for the examination.


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