• APMG International approved course content (Manual)
  • Free ITIL® SERVICE DESIGN practice test paper
  • Access to online study material
CERTIFICATE ITIL ® 2011 Service Design
  DURATION 2 or 3 Days
  COURSE DELIVERY Classroom, Live Virtual Classroom
  LANGUAGE English


The course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic Concepts in IT and at least two years professional experience working in IT Service Management. The Service Design qualification would suit candidates in the following IT professions or areas:

  •  Capacity Manager
  •  Availability Manager
  •  Service Level Manager
  •  Business Continuity Manager
  •  Service Portfolio Manager

Course Objective:

This module provides a complete management-level overview of service design, including all its related activities.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  •  Introduction to service design
  •  Service design principles
  •  Service design processes
  •  Service design technology-related activities
  •  Organizing for service design
  •  Technology considerations
  •  Implementation and improvement of service design
  •  Challenges, critical success factors and risks

Course Outline

Introduction to Service Strategy

  •  The purpose and objectives of service Design
  •  The scope of service design and ways that service design adds value to the business
  •  The context of service design in relation to all other lifecycle stages

Service strategy 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 solution

Service Strategy Processes

  •  The knowledge, interpretation and analysis of service design principles, techniques and relationships and their application to the design of effective service solutions

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

Technology Considerations:

  •  Service design related service management tools, where and how they would be used
  •  The benefits and types of tools that support service design

Implementing and improving service design:

  •  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

Challenges, critical success factors and risks:

  •  Be able to provide insight and guidance for service design challenges, risks and critical success factors

Target Audience

The main target group 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
  •  ITSM trainers involved in the ongoing management, coordination and integration of transition activities within the service lifecycle
  •  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
  •  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 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 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

About Exam

It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination, specifically Module 2: Service management as a practice

Type 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.
Duration 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, and
– where the language of the exam is not their primary business language
have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
Prerequisite ITIL® Foundation Certificate in IT Service Management
– Completion of an Accredited course from an ITIL® Accredited Training Provider
Supervised Yes
Open Book No
Pass Score 28/40 or 70%