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ILSD: ITIL Intermediate Module - Service Design


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Starting From
RM 3800.00
  1. 28 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation
Starting From
RM 7400.00
  1. 4 Day with 08 hours per day
  1. Mon 29 Nov 09:00 - Thu 02 Dec 17:00
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  1. 4 Days
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ILSD: ITIL Intermediate Module - Service Design


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

Expand All


  • 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
  • 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

Service Design Processes
  • 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

Service Design Technology Related Activities
  • 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

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

Exercise - Roles and Responsibilities 1

Consideration Of Technology
  • The types of tools that would benefit Service
  • Design Requirement for Service Management tools
Implementation And Improvement Of Service Design
  • 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

Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi

Raja Segaran AL Amasi

Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More

Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia's premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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