ITIL® Service Design (SD) eLearning - $699.00

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  • Accredited by PeopleCert

  • Credits awarded: 3

  • 20 hours of course material

  • FREE exam voucher

  • Practice exams & revision modules

  • Instant 6 months access

  • 24/7 tutor support

  • 91% average first time pass rate

ITIL® Service Design (SD)

Course Overview - Watch the Trailer

Study for your qualification in ITIL Service Design (SD) by taking an accredited online training course from Good e-Learning!

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.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Service Design. Success in the exam will also earn you 3 credits towards the 22 credits needed to gain the ITIL Expert qualification.

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

Why you should take this course:

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 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.

Students who complete this course will have learnt:

  • 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

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 3

  • 20 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%


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.

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes. To pass the exam you must score at least 28/40 (70%). If successful, you will gain 3 credits towards the ITIL Expert level designation. Candidates sitting the examination in a language other than their first language will have a maximum of 120 minutes and will be allowed to use a dictionary.

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

  • Exam Preparation

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.


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