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ITIL® Service Design Training


ITIL Service Design best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL Intermediate Qualification: Service Design Certification Exam.

Learning Objectives

  •  Establishing and justifying the constraints for different IT services
  •  Developing and presenting a high-level security policy
  •  Preparing and justifying a continuity approach for a set of services
  •  Creating a financial justification for the purchase and deployment of Service Design tools
  •  Producing a draft Service Level Agreement (SLA)
  • Completing Business Impact Analysis and Risk Management Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
  •  Define the goal, objectives and scope of Service Design
  •  Outline key activities for Service Design processes in the context of the Service Lifecycle
  •  Enhance the quality of IT service provision within an organization
  •  Measure Service Design processes using critical success factors and key performance indicators

Course Outline

  •  Introduction and Overview
  •  Key Service Design Principles
  •  Five aspects of Service Design
  •  Four Ps of Design
  •  Primary Activities of Service Design
  •  Analyzing business requirements
  •  Achieving balance between design and existing strategies
  •  Service Design Processes
  •  Service Catalog Management (SCM)
  •  Service Level Management (SLM)
  •  Capacity Management
  •  Availability Management
  •  IT Service Continuity Management
  •  Service Design and Technology
  •  Technology-related activities
  •  Organizing Service Design
  •  Implementation Challenges and Risks

Target Group

  • Individuals who require a detailed understanding of the ITIL Service Design phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a Service Design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite


ITIL Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL Accredited Training Provider.


Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

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