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ITIL® Service Design (SD) eLearning - $599 (with exam)

The Good e-Learning ITIL Service Design (SD) course looks at how ITIL can be used to ensure that services fully meet the needs of programs and organizations. Take your studies beyond ITIL Foundation and enjoy self-paced training, with access to 24/7 tutor support and even a FREE exam voucher


Exam pledge - FREE resit! View Ts & Cs

Key Features

  • Fully accredited training course

  • Credits awarded: 3

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Eligible for Exam Pledge (FREE resit)

  • 91% average first-time pass rate

  • 6 months access

  • 20+ hours of course material

  • Quizzes & revision modules

  • Increase your earning potential by 20%

  • Expert tutor support

Course Overview - Try a Free Module

ITIL® Service Design (SD)

This course focuses on the design of essential IT services. It covers the entire ITIL Service Design (SD) module, providing the architectures, processes, policies and documentation that will enable you to design services which fully meet the needs of your organization or program.

This course offers everything you need to prepare for, take and pass the ITIL Service Design exam, including a FREE exam voucher. Success in the exam will also earn you 3 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Why take this course?

This course is intended for management and supervisory level staff. You may be involved in service design yourself, or you may just wish to understand the processes and principles involved.

ITIL Service Design (SD) is a free-standing qualification and is one of five ITIL Service Lifecycle modules that can help you work towards achieving your ITIL Expert qualification. The purpose of this course is to help you gain a detailed understanding of industry practices in IT Service Management (ITSM), as documented in the ITIL Service Design (SD) publication.

Service Design takes the outputs from ITIL Service Strategy (SS), the preceding stage of the ITIL Service Lifecycle, and uses them to ensure that the solution designs produced are consistent with the overall strategy of the IT service provider. Good service design can improve the alignment of IT with larger business goals and user needs, making it a vital stage of successful ITSM.

This course is accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Design qualification in IT Service Management.

Students who take this course will learn:

  • A complete overview of Service Design

  • Related activities such as management-level concepts and core information

  • ITIL Service Design principles, processes and other aspects of this crucial ITIL Service Lifecycle stage

  • Everything needed to pass the official ITIL Service Design (SD) exam


Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Mark Smalley

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  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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Course Syllabus - Download the Datasheet

Module 1: Introduction to Service Design

Learning Objectives

This module covers the purpose, goals, objectives and scope of service design and the business value of service design activities. The context of service design in the ITIL service lifecycle and the inputs and outputs of service design are also covered, including the service design package and service acceptance criteria.

The candidate must be able to understand and describe:

The purpose, objectives and scope of Service Design
The context of Service Design in relation to the Service Lifecycle
Input, outputs of the SDP and Service Acceptable Criteria

Module 2: Service Design Principles

Learning Objectives

The learning objective for this module is to gain sufficient knowledge, to interpret and analyse service design principles, techniques and relationships and their application to the design of effective service solutions.

The module will cover:

Balanced Service Design
Service requirements
Aspects of Service Design
Service Oriented Architecture

Module 3: Service Design Processes

Learning Objectives

The module covers the managerial and supervisory aspects of service design processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

This module covers:

Design Coordination
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management

Module 4: Service Design Technology Related Activities

Learning Objectives

This module covers the service design activities and techniques within requirements engineering, and those in relation to data and information management, as well as application management.

It will specifically include:

Management of technology related activities commonly performed in the service design stage
Service design activities and techniques within requirements engineering
Data and information management
Application management
Capacity Management
Service design activities and techniques within requirement engineering
Service design activities and techniques within data and information management and associated with application management

Module 5: Organizing for Service Design

Learning Objectives

This module covers the Service Design roles, responsibilities and capabilities. Techniques for assigning roles are also introduced and explained.

It will specifically include:

Service design roles, responsibilities and capabilities
Techniques for assigning roles are introduced and explained
Aspects associated with the service design roles, responsibilities and capabilities
The functions within service design
Roles and responsibilities within the service design lifecycle stage for each of the service design processes

Module 6: Technology Considerations

Learning Objectives

In this module you will gain sufficient knowledge, to interpret and analyze technology considerations in Service Design.

It will specifically include:

Interpret and analyze technology considerations in service design
Upon completion, students should understand what is involved in the types of tools that would benefit service design
The requirements for service management tools

Module 7: Implementation and Improvement of Service Design

Learning Objectives

This module covers the service design issues, prerequisites for success, and the six stage implementation approach. Pertinent techniques are addressed and reviewed, business impact analysis, service level requirements and risks assessment.

It will specifically include:

The service design issues relating to business impact analysis, service level requirements and risks
The six-stage implementation approach
Measurements of service design, as a prerequisite for success

Module 8: Challenges, Critical Success Factors and Risks

Learning Objectives

This module covers the challenges and risks facing service design and how critical success factors (CSF) contribute to service design.

The module enables you to understand the challenges, risks and critical success factors relating to service design.

It will specifically cover:

Challenges, CSFs and Risks

Module 9: Exam Preparation

Learning Objectives

This module summarizes the material covered in all previous modules and prepares candidates for the examination.


Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Design Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

What you need to know about the exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

You will be tested on:

  • Introduction to Service Design

  • Service Design principles

  • Service Design Processes

  • Service Design Technology Related Activities

  • Organizing Service Design

  • Technology Considerations

  • Implementation and Improvement of Service Design

  • Challenges, Critical Success Factors and Risks

ITIL® Service Design (SD)


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Exam Pledge from Good e-Learning

At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).

What is the format of my exam resit?

Resits are taken online via remote proctor. For more information about online exams, please visit our Support and FAQ pages.

How do I get my free 2nd exam voucher?

As long as you have purchased a Good e-Learning course that is eligible for Exam Pledge and adhere to the conditions listed below, you will be able to request a free resit. If you fail your first exam, simply contact our support team to claim your retake voucher.

Exam pledge conditions

As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through and must have a valid order number. Please see full terms here.