ITIL® Service Design (SD) eLearning - $640 (with exam)

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Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 20+ hours

  • Access period: 6 months

  • Credits awarded: 3

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Service Design (SD)
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  Wasn't sure if I should do in-class or self paced. The ITIL training from Good e-Learning was well organized and the quizzes were a great recap. I passed the exam!  

Please note that ALL ITIL v3 Intermediate level courses will be discontinued by AXELOS on January1st 2022. After this date, students will not be able to sit an exam.

Looking for the latest version of the ITIL framework? Visit our ITIL® 4 Foundation course page and try a FREE trial!

About this course:

Earn your ITIL Service Design (SD) certification with the award-winning online training team at Good e-Learning!

Service Design is an essential part of the ITIL Service Lifecycle, with both IT and business management elements playing a crucial role in designing, changing, and improving IT-powered services. This Good e-Learning course will teach you everything you need to know about the tools, processes, and best practices of ITIL Service Design, as well as how it interacts with other stages in the Service Lifecycle. Kickstart your ITIL V3 training today and take another step towards becoming a certified ITIL Expert!

Who is this course aimed at?

  • Learners of ITIL V3 who have passed the ITIL Foundation exam and want to reach the rank of ITIL Expert or ITIL Master

  • Learners seeking a practical understanding of the Service Design stage of the ITIL Service Lifecycle

  • Learners and organizations interested in studying how to design services in the context of large-scale IT strategies

  • Businesses and organizations looking to fully adopt ITIL V3’s best practices

  • Anyone seeking to pass the ITIL Service Design (SD) exam on their first attempt

What will you learn by taking this course?

  • A complete overview of the Service Design stage of the IT Service Lifecycle

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

  • How to understand and utilize the principles, processes, tools, and other elements of this crucial ITIL Service Lifecycle stage

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

Why should you take this course?

  • ITIL V3 and ITIL 4 are two of the world’s most popular methodologies for IT service management

  • Good e-Learning is an award-winning training provider, as well as an accredited ‘Market Leader’ for ITIL training

  • As well as regular knowledge checks, the course also features a practice exam simulator to help students retain their training and prepare for the ITIL Service Design examination

  • Learners can enjoy instructor-led videos, custom graphics, interactive slides, and other online training assets created by experts in both ITIL and online training

  • Passing the ITIL Service Design exam will earn a candidate three credits to go towards taking the Managing Across the Lifecycle (MALC) exam

  • We offer each student 6 months of access, a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

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.

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.

When you are ready to use your free exam voucher, simply contact Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL v3 Intermediate SD 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

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

Save 10% today with code: ITIL-10


Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 20+ hours

  • Access period: 6 months

  • Credits awarded: 3

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Service Design (SD) Logo Course Conductor Winner

Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the ITIL 4 Framework

  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  

This ITIL v3 course has a 93% 1st time pass rate and can increase your earning potential by up to 35%!  TRY A FREE TRIAL

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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 Good e-Learning and must have a valid order number. Please see full terms here.