ILSD: ITIL Intermediate Module - Service Design | IT Training & Certification | Info Trek
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ILSD: ITIL Intermediate Module - Service Design

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    RM 5900.00
    1. 4 Days
    1. HRDF SBL Claimable
    2. Lunch & refreshment provided
    3. Certificate of Attendance available
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    1. 32 Hours
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    3. 90 days of access from date of activation
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    1. 4 Days

Course Details

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The intermediate level ITIL® v3 (version 3) Service Lifecycle Module Service Design offers candidates the ability to specialize in one of the five stages of the service lifecycle.

This compact 4-day training includes an optional exam. Passing this exam adds 3 credits towards the 22 required credits to enter the advanced level in IT service management certification based in ITIL v3. Each module of the lifecycle series covers an introduction to the service lifecycle, the principles, processes, functions and activities within that stage of the ITIL service management cycle, along with technology and implementation considerations.

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.

The course ITIL v3 Lifecycle Module Service Design is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service design stage of the ITIL v3 service lifecycle.

Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 3 credits by passing the optional exam.

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise

Upon completion of this program, participants should be able to:

  • 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 and risks


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  • The concept of Service Management as a practice
  • The concept of Service ,its value proposition and composition
  • The concepts of Function, Process and Role
  • The purpose, goals and objectives of Service Design
  • The scope of Service Design
  • The business value
  • The content and use of the Service Design Package
  • Appendix A
  • The content and use of Service Acceptance Criteria

  • Service Design principles and service composition
  • The importance and approach to balanced design
  • Service requirement ,business requirement and drivers
  • Design activities and constraints
  • The principles and the five aspects of Service Design to the management of:
    • Service Design processes
    • Context
    • Designing service solutions
    • Designing supporting system, especially the Service Portfolio Designing technology architectures
    • Designing processes
    • Designing measurement systems and metrics
  • Business Service Management (BSM) and Service Oriented Architecture (SOA) principles
  • Service Design models

Exercise - Service Design Principles Management 1

  • The activities and techniques , but not the detailed process steps ,for the following processes:
    • Service Catalog Management
    • Service Level Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Supplier Management
  • The principles and the five aspects of Service Design


    • Service Catalog Management 1
    • Service Level Management 1
    • Capacity Management 1
    • Availability Management 1
    • ITSC Management 1
    • Security Management 1
    • Supplier Management 1

  • Requirement types and manage activities and techniques within requirement Engineering
  • The activities and techniques within Data and Information Management
  • Activities and techniques associated with Application Management

  • Functional roles analysis and RACI
  • The roles and responsibilities within Service Design

Exercise - Roles and Responsibilities 1

  • The types of tools that would benefit Service
  • Design Requirement for Service Management tools
  • The Service Design issues relating to:
    • Business impact Analysis , Service Level Requirement and risks
  • The six-stage implementation approach
  • Measurement through Critical Success Factors and Key Performance Indicators
  • Prerequisites for success and risks affecting Service Design activities and processes

Exercise – Improvement 1


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