ITIL Service Lifecycle Service Design SD including exam

4 days


This intermediate course delves into the practical aspects of the ITIL Service Lifecycle and covers the management and control of the activities and techniques within Service Design, but not the detail of each of the supporting processes. A copy of the official ITIL Service Design 2011 Lifecycle Publication is also included as part of the training package.


The Service Design exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam.


The course is designed for but not limited to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of activities within the Design stage of the Service Lifecycle.

Skills Gained

  • Introduction to Service Design
  • Service Design principles, purpose and objectives
  • Interaction of Service Design and other phases of the Lifecycle
  • Managerial and supervisory aspects of the Service Design processes, methods and functions including design coordination, service catalogue management, service level management, supplier management, availability and capacity management, IT service continuity and information security management
  • Organising for Service Design
  • Technology considerations


A pass in the ITIL 4 or ITIL V3 or ITIL 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

This course is based on material published in the ITIL v3 publications. Though ITIL 4 Foundation Certificate is an acceptable pre-requisite, we strongly recommend that any candidate whose exposure to IT Service Management is purely from ITIL 4 Foundation familiarise themselves with the differences between ITIL v3 and ITIL 4.

Course Outline

  • Design Coordination
  • Service Catalogue Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

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