ITIL® Intermediate Service Design (SD) Certification and Training
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The ITIL® Intermediate Service Design (SD) certification is part of the ITIL v3 Lifecycle qualification scheme and is designed for IT professionals responsible for designing, planning, and improving IT services that align with business objectives.
This training focuses on the principles, processes, methods, and best practices required to design high-quality IT services while ensuring availability, capacity, continuity, security, and supplier management. Learners gain a comprehensive understanding of how effective service design contributes to business value, operational excellence, and customer satisfaction.
Our instructor-led training combines practical case studies, lifecycle-based learning, and exam-focused preparation to help professionals strengthen their IT Service Management (ITSM) capabilities.
ITIL SERVICE DESIGN BENEFITS
- Develop expertise in IT service design best practices
- Learn to align IT services with business requirements
- Improve service quality and customer satisfaction
- Understand ITIL service lifecycle concepts
- Enhance service availability and continuity planning
- Strengthen capacity and supplier management skills
- Prepare for the ITIL Intermediate Service Design certification exam
KEY TOPICS COVERED
- ITIL Service Lifecycle
- Service Design Principles
- Service Design Processes
- Service Catalog Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Design Coordination
- Service Portfolio
- Technology Considerations
- Organizational Roles & Responsibilities
- Service Design Challenges
- Continual Service Improvement
LEARNING OUTCOMES
After completing this training, you will be able to:
- Understand the objectives and scope of Service Design.
- Design IT services aligned with business needs.
- Manage service catalogs and service levels effectively.
- Implement availability and capacity management processes.
- Develop IT service continuity strategies.
- Improve supplier management practices.
- Apply ITIL best practices within the service lifecycle.
- Prepare confidently for the ITIL Intermediate Service Design certification exam.
WHO SHOULD ATTEND
- IT Service Managers
- Service Delivery Managers
- Service Design Managers
- IT Consultants
- Process Owners
- Service Desk Managers
- Infrastructure Managers
- IT Operations Managers
- System Administrators
- Professionals pursuing the legacy ITIL Expert pathway
PREREQUISITES
Candidates should typically have:
- ITIL Foundation Certificate in IT Service Management (v3)
- Basic understanding of IT Service Management concepts
- Experience working in IT service delivery or operations is recommended
Module 1 – Introduction to Service Design
- Purpose of Service Design
- Scope & Objectives
- Business Value
- Service Lifecycle Overview
Module 2 – Service Design Principles
- Balanced Service Design
- Five Aspects of Service Design
- Business Requirements
- Service Portfolio
- Design Models
Module 3 – Service Catalog Management
- Service Catalog Concepts
- Business Service Catalog
- Technical Service Catalog
- Service Catalog Structure
Module 4 – Service Level Management
- Service Level Requirements
- Service Level Agreements (SLAs)
- Operational Level Agreements (OLAs)
- Service Reporting
Module 5 – Capacity Management
- Capacity Planning
- Performance Management
- Demand Management
- Capacity Monitoring
Module 6 – Availability Management
- Availability Planning
- Reliability
- Maintainability
- Service Availability Metrics
Module 7 – IT Service Continuity Management
- Business Continuity
- Risk Assessment
- Disaster Recovery Planning
- Continuity Strategies
Module 8 – Information Security Management
- Information Security Policies
- Risk Management
- Confidentiality
- Integrity
- Availability
Module 9 – Supplier Management
- Supplier Selection
- Supplier Contracts
- Vendor Performance
- Supplier Relationships
Module 10 – Design Coordination
- Design Coordination Activities
- Roles & Responsibilities
- Process Integration
- Quality Assurance
Module 11 – Technology & Organizational Considerations
- Supporting Technologies
- Organizational Structures
- Governance
- Automation
Module 12 – Continual Service Improvement
- CSI Principles
- Measurement & Metrics
- Process Improvement
- Service Improvement Plans
Module 13 – Exam Preparation
- Practice Questions
- Case Studies
- Mock Exams
- Revision Sessions
- Exam Strategies
COURSE FEATURES
- ITIL v3 Service Design Aligned Curriculum
- Instructor-Led Live Training
- Real-World ITSM Case Studies
- Practice Questions & Mock Exams
- Lifecycle-Based Learning
- Exam Preparation Guidance
- Course Completion Certificate
- Lifetime LMS Access*
- Mentor Support
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