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ITIL Lifecycle Service Design (SD) Course Outline

 (3 days)

This three-day hands-on program leads to a Certificate in ITIL Service Lifecycle Management – Service Design. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Design domain of the ITIL® Service Lifecycle. Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Design areas:

Introduction to Service Design
Service Design Principles
Service Design Processes
Service Design technology related activities
Organization and technology for Service Design
Understanding Implementation approaches, Challenges, Critical success factors & risks

Who Should Attend?
The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of best practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.
Typical Job roles include:

Service Design Managers
Enterprise Architects
Business Analysts
Project Managers
Solution Developers
Service Level Managers
Service Catalog Manager
Service Planners

Special Note to New Hampshire Residents
This course has not yet been approved by the State's Department of Education. Please contact us to get an update as to when the class should be available in New Hampshire.

ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

Course Outline

Introduction to Service Design

Service Design Principles
Value to the Business
Service Design Model
Key Aspects of Service Design
Implementation Planning
Roles and Activity Analysis
Risks, CSFs, and Challenges

Service Design Processes
Design Coordination
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
Supplier Management

Service Design Technology related activities
Enterprise Architecture
Design and Management Tools
Requirements Engineering

Organization and Roles for Service Design

Implementation Approaches

An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.

Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned
3 ITIL Expert Credits
22 PDU Credits

Related Courses
ITIL Certification – Service Lifecycle – Strategy
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
View outline in Word


Attend hands-on, instructor-led ITIL Lifecycle Service Design (SD) training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.

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Fee:  $2295
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