ITIL Service Lifecycle: Service Design

3 Day Course
Official ITIL Curriculum
Code LSD

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Scheduled Online Onsite


The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Design and covers the management and control of the activities and techniques within the Service Design stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses). Additionally the course looks at the concept of Service Design as a practice and at the interfaces between Service Design and the other stages of the ITIL Service Lifecycle.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. The course is suitable for individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate.


  • The purpose of the Service Design course is to obtain knowledge on ITIL® concepts and terminology. The courses looks at the activities required to Design services. It explains the 5 major elements of Service
  • Design and how this can enhance the quality of IT service management within an organisation. The course also aims to enable students to understand the concepts, processes, functions and activities involved in Service Design
  • The course aims to explain the roles and justify the need of Service Design in the Service Lifecycle.
  • The course prepares delegates for the ITIL® Lifecycle examination in Service Design.


  • The course forms part of the ITIL® Intermediate qualification programme.
  • The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
  • Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

Training Partners

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Introduction to Service Design (5 topics)

  • The purpose, goals and objectives of service design
  • The scope of service design
  • The business value of service design activities
  • The context of service design in the ITIL service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Service Design Principles (4 topics)

  • Design service solutions related to a customer's needs
  • Design and utilize the service portfolio to enhance business value
  • The measurement systems and metrics
  • Service design models to accommodate different service solutions

Service Design Processes (3 topics)

  • The interaction of service design processes:
  • The flow of service design as it relates to the business and customer
  • The five design aspects and how they are incorporated into the service design process

Service Design Technology-related Activities (2 topics)

  • Requirements engineering in the design process and utilizing the three types of requirements as identified for any system; functional, management/operations and usability
  • The design of technical architectures for data and information management, and application management

Organising for Service Design (2 topics)

  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
  • The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

Technology Considerations (2 topics)

  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design

Implementation and Improvement of Service Design (2 topics)

  • The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
  • How business impact analysis, service level requirements and risk assessment can affect service design solutions

Challenges, Critical Success Factors and Risks (1 topic)

  • Be able to provide insight and guidance for design challenges, risks and critical success factors


Delegates are required to hold the ITIL V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

Additional Learning

The courses below may help you meet the knowledge level required to take this course. If you are unsure please ask a training advisor .

Relevant Certifications

Scheduled Dates

Please select from the dates below to make an enquiry or booking.


Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.

Code Location Duration Price Dec Jan Feb Mar Apr May
Attend From Anywhere
3 Days $1,532
ITILLSD 3 Days $1,532
3 Days $1,345
ITILLSD 3 Days $1,532
LSD 3 Days $1,345
Leeds (City Exchange)
3 Days $1,532
LSD 3 Days $1,345
ITILLSD 3 Days $1,532
LSD 3 Days $1,345
Manchester (Oxford St)
3 Days $1,532
3 Days $1,345
LSD 3 Days $1,345

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