Paradigm Training

ITIL Service Design



Certification Options


ITIL® Intermediate Service Design

Course Description - The Service Design course covers principles and processes that allow service providers to maintain stable live services and support their customers and end users.
Learning Outcomes
With focus on the coordination and implementation of activities that enable the continuous management and the operation of the products and services developed or implemented during service strategy, design and transition phases of IT Service Lifecycle and the technologies and resources used for their provision.

Course Summary

Name: ITIL® Intermediate
Service Design
Duration: 21 hours / 3 days
Delivery: E-Learning
Accreditor: PeopleCert, EXIN
Language: English
Credits: 3 to ITIL Expert
Options: 30 minute Mentoring


Service Design Service Design connects the Strategy with Transition and Operation, providing tools to create and redesign services aligned with strategic objectives. It takes care that service management is fully aligned with business needs and uses its capabilities in an efficient and resilient manner.

To design IT Services in a cost-effective, secure manner and in accordance to Service Strategy, and to take care of designed service delivery having in mind customer satisfaction.
A set of design governance documents is defined: methods, best practices, procedures and policies.

Effective IT Service design using continual improvement methods, ensuring service alignment with existing and new business requirements.

Five Aspects of Service Design – deal with designing:
• service solutions for new or changed services
• management information systems and tools
• technology architectures and management architectures
• processes
• measurement methods and metrics

Four Ps:
Products (services, technologies, tools)
Partners (manufacturers, supplier,  vendors)

ITIL is a well-established framework of best practice in IT service management that is used by organizations all around the world and has been developed due to the increasing dependent on IT within organizations in orders to meet and achieve their corporate goals and business needs.
As a result organizations require a reliable, successful, effective and high quality IT service.
ITIL will enable you utilize and implement IT service and capabilities to provide and maximize value within your organization. By adopting the method and service within ITIL will increase productivity, optimize costs and improve customer experience.


This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Design stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

 The ITIL best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.


The Service Design Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals who require a deeper understanding of the Service Design stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
  • IT professionals working in or new to a Service Design environment who require and 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.
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of design activities within the Service Lifecycle


Trademarks & Copyrights

This associated accredited e-course has been licensed to Paradigm Management Solutions UK Ltd from her partner and course ware provider Copyright © ITSM.Zone. All rights reserved.
This associated accredited e-course has been licensed to Paradigm Management Solutions UK Ltd from her partner and course ware provider Copyright © Good E-Learning. All rights reserved.
This associated accredited course material has been licensed to Paradigm Management Solutions UK Ltd from her partner and course ware provider Copyright © ITpreneurs. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Unsure whether you meet the prerequisites?
Don’t worry – we’ll discuss your technical background, experience and qualifications to help determine whether this course suits you. Just call us on +44 845 682 4690 and speak to one of our consultants.


During the 1980’s and early 90’s, organizations found it increasingly difficult to keep up with the rapid growth of technology whilst also meeting corporate objectives.
Recognizing this growth as a potential problem for organizations (of any size) to evolve and adapt, a set of common guidelines using a process driven approach was devised.
It was accepted that in-order for any successful organization to meet it’s business goals, it was important to ensure that the right processes, people and technology were in place. This would become the sole purpose of IT Service Management.
IT Service Management (ITSM) provides a strategic approach to managing, delivering, and improving the way organizations handle and use information technology which is a crucial requirement in today’s fast-paced IT dependent world.
Execution of ITSM processes in an organization, especially those processes that are more workflow-driven ones, can benefit significantly from being supported with specialized software tools such as ITIL (Information Technology Infrastructure Library), a framework that provides best practices for aligning IT with business needs.


ITIL-based IT infrastructure management can be a complex specialty for any business, and is often the domain of the largest IT-centric businesses such as Microsoft, Hewlett-Packard and IBM, along with other major enterprises in retail, finance, pharmaceuticals, entertainment and manufacturing. ITIL adoption and maintenance normally requires trained and certified experts to guide a company and its IT staff.

Ongoing development for ITIL has been vested in Axelos, a joint-venture company created by the U.K. Cabinet Office and Capita PLC. The latest version of ITIL was released in July 2011 and is often called ITIL 2011. It clarifies and expands upon many of the processes from the previous 2007 edition, often called version 3 or ITIL v3.

ITIL timeline

Axelos supports five levels of ITIL certification: Foundation, Intermediate Level Lifecycle and Capability tracks, Managing Across the Lifecycle, Expert Level and Master Qualification. ITIL certifications are granted by Axelos through accredited Examination Institutes located globally. Certification candidates accrue credits within this ITIL qualification system that unlock higher-level certification options such as ITIL Expert


The center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume, provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. The Service Strategy lifecycle stage is often considered as the core of the service lifecycle. In Service Strategy stage, the strategic approach for the whole lifecycle is identified to provide values to the customers through IT service management. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:

  • Strategy management for IT Services
  • Service portfolio management
  • Financial management for IT services
  • Demand management
  • Business relationship management

For candidates in the ITIL Intermediate Capability stream, the Service Offerings and Agreements (SOA) Qualification course and exam are most closely aligned to the Service Strategy (SS) Qualification course and exam in the Lifecycle stream.


Benefits of ITIL Adoption

  • Increased end-user satisfaction
  • Improved Business/IT alignment
  • Increased process efficiency
  • Reduced risks
  • Reduction of costs
  • Alignment with COBIT®, TIPA® (ISO/IEC 15504), ISO/IEC 20000 and ISO/IEC 27000®, Kepner-Tregoe®


Learning Outcomes

  • Upon completion of this course and examination, the learner will gain competencies in:
  • Understanding Service Management as a Practice and Service Design principles, purpose and objective
  • Understanding how all Service Design processes interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the Service Design processes
  • The roles and responsibilities within Service Design and the activities and functions to achieve operational excellence
  • How to measure Service Design performance
  • Understanding technology and implementation requirements in support of Service Design
  • The challenges, critical success factors and risks related with Service Design




Classroom / Virtual

Day 1 Day 2 Day 3
Introduction to Service Design Service Design Processes Service Design Technology related activities
Service Design Principles Service Design Processes Organizing for Service Design
Service Design processes Consideration of Technology Operation
Implementation and Improvement of Service Design
 Review  Review Exam Preparation / Mock Exam


Course Outline

Course Introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details


Module 1: Introduction to Service Design

  • 1.1 Purposes and Objectives
  • 1.2 Scope and Value to the Business
  • 1.3 Service Design Goals
  • 1.4 Context
  • 1.5 Inputs, Outputs, Contents, and Use of SDP
  • 1.6 Contents and Use of SAC
  • 1.7 Group/Individual Exercise
  • 1.8 Sample Test Question
  • Summary of Unit 1


Module 2: Service Design Principles

  • 2.1 Holistic Service Design
  • 2.2 Balanced Design
  • 2.3 Identifying Service Requirements
  • 2.4 Identifying and Documenting Business Requirements and Drivers
  • 2.5 Design Activities
  • 2.6 Design Aspects
  • 2.6.1 Designing Service Solutions
  • 2.6.2 Designing Management Information Systems and Tools
  • 2.6.3 Designing Technology Architectures and Management Architectures
  • 2.6.4 Designing Processes
  • 2.6.5 Designing Measurement Methods and Metrics
  • 2.7 Subsequent Design Activities
  • 2.8 Design Constraints
  • 2.9 Service-Oriented Architecture
  • 2.10 Service Design Models
  • 2.11 Group/Individual Exercise
  • 2.12 Sample Test Questions

Module 3: Service Design Processes – Part 1

  • 3.1 Design Coordination
  • 3.1.1 Purpose and Objectives
  • 3.1.2 Scope of Design Coordination
  • 3.1.3 Value to the Business
  • 3.1.4 Policies, Principles, and Basic Concepts
  • 3.1.5 Process Activities, Methods, and Techniques
  • 3.1.6 Triggers, Inputs, Outputs, and Interfaces
  • 3.1.7 CSFs and KPIs
  • 3.1.8 Challenges and Risks
  • 3.2 Service Catalogue Management
  • 3.2.1 Purpose and Objectives
  • 3.2.2 Scope of the Process
  • 3.2.3 Value to the Business
  • 3.2.4 Policies, Principles, and Basic Concepts
  • 3.2.5 Process Activities, Methods, and Techniques
  • 3.2.6 Triggers, Inputs, Outputs, and Interfaces
  • 3.2.7 CSFs and KPIs
  • 3.2.8 Challenges and Risks
  • 3.3 Service Level Management
  • 3.3.1 Purpose and Objectives
  • 3.3.2 Scope of the Process
  • 3.3.3 Value to the Business
  • 3.3.4 Policies, Principles, and Basic Concepts
  • 3.3.5 Process Activities, Methods, and Techniques
  • 3.3.6 Triggers, Inputs, Outputs and Interfaces
  • 3.3.7 CSFs and KPIs
  • 3.3.8 Challenges and Risks
  • 3.3 Sample Test Question

Module 4: Service Design Processes – Part 2

  • 4.1 Capacity Management
  • 4.1.1 Purpose and Objectives
  • 4.1.2 Scope of Capacity Management
  • 4.1.3 Business Value of Capacity Management
  • 4.1.4 Policies, Principles, and Basic Concepts
  • 4.1.5 Process Activities, Methods, and Techniques
  • 4.1.6 Triggers, Inputs, Outputs, and Interfaces
  • 4.1.7 CSFs and KPIs
  • 4.1.8 Challenges and Risks
  • 4.2 Availability Management
  • 4.2.1 Purpose and Objectives
  • 4.2.2 Scope of the Process
  • 4.2.3 Value to the Business
  • 4.2.4 Policies, Principles, and Basic Concepts
  • 4.2.5 Process Activities, Methods, and Techniques
  • 4.2.6 Triggers, Inputs, Outputs, and Process Interfaces
  • 4.2.7 Critical Success Factors and Key Performance Indicators
  • 4.2.8 Challenges and Risks
  • 4. 3 Supplier Management
  • 4.3.1 Purpose and Objectives
  • 4.3.2 Scope of the Process
  • 4.3.3 Value to the Business
  • 4.3.4 Policies, Principles, and Basic Concepts
  • 4.3.6 Triggers, Inputs, Outputs, and Interfaces
  • 4.3.7 CSF’s and KPI’s
  • 4.3.8 Challenges and Risks
  • 4.3 Group/Individual Exercise

Unit 5: Service Design Processes – Part 3

  • 5.1 IT Service Continuity Management
  • 5.1.1 Purpose and Objectives
  • 5.1.2 Scope
  • 5.1.3 Value to the Business
  • 5.1.4 Policies, Principles, and Basic Concepts
  • 5.1.5 Process Activities, Methods, and Techniques
  • Stage 1 – Initiation
  • Stage 2 – Requirements and Strategy
  • Stage 3 – Implementation
  • Stage 4 – Ongoing Operation
  • 5.1.6 Triggers, Inputs, Outputs, and Interfaces
  • 5.1.7 Critical Success Factors and Key Performance Indicators
  • 5.1.8 Challenges and Risks
  • 5.2 Information Security Management
  • 5.2.1 Purpose and Objectives
  • 5.2.2 Scope of ISM
  • 5.2.3 Value to the Business
  • 5.2.4 Policies, Principles, and Basic Concepts
  • 5.2.5 Process Activities, Methods, and Techniques
  • 5.2.6 Triggers, Inputs, Outputs, and Interfaces
  • 5.2.7 CSFs and KPIs for Successful ISM
  • 5.2.8 Challenges and Risks
  • 5.3 Group/Individual Exercise
  • Summary of Unit 5

Unit 6: Service Design Technology-Related Activities

  • 6.1 Requirements Engineering
  • 6.2 Management of Data and Information
  • 6.3 Management of Application
  • 6.4 Group/Individual Exercise
  • Summary of Unit 6

Unit 7: Organizing for Service Design

  • 7.1 Responsibility model – RACI
  • 7.2 Functions
  • 7.3 Roles
  • 7.4 Group/Individual Exercise
  • 7.5 Sample Test Question
  • Summary of Unit 7

Unit 8: Technology Considerations

  • 8.1 Types of Tools Benefiting Service Design
  • 8.2 Requirements for Service Management Tools
  • 8.3 Sample Test Question
  • Summary of Unit 8

Unit 9: Implementation and Improvement of Service Design

  • 9.1 Business Impact Analysis
  • 9.2 Service Level Requirements
  • 9.3 Risks to the Services and Processes
  • 9.4 Implementing Service Design
  • 9.5 Measurement of Service Design
  • 9.6 Challenges of Service Design
  • 9.7 Service Design Risks
  • 9.8 Service Design CSFs and KPIs
  • 9.9 Group/Individual Exercise
  • 9.10 Sample Test Question
  • Summary of Unit 9

Unit 10 : Exam Preparation Guide

  • 10.1 Mock Exam 1
  • 10.2 Mock Exam 2



Examination Vouchers

In order to take the Certification exam you need to ensure that you check (choose) the exam voucher option before checkout.
You will then be entitled to an exam voucher that can be used to schedule your exam.

When you think you’re ready, just contact us and we’ll order your exam voucher.

If you chose to purchase the course and not the exam and then decide at a later date that you can see the benefit that the additional Certification will give you, no problem, just purchase the course again and ensure you include (choose) the exam option, then using live chat or email contact us and we will issue you with a code to use at the checkout. On confirmation of the payment out support team will send you via email your voucher and instructions on how to enroll for the exam

Why is the exam not included in the course

We feel that it is not fair to force a charge on anyone for something they may not want or may not use. Our company’s ethos is to ensure that training is as affordable as possible. So by modulising our training, the opportunity to learn remains a priority and you only pay for what you need.

E-Learning exam matters

Each e-learning course comes with a revision module that gives you an overview of the course and the key principles and concepts that you need to understand in order to pass the exam.

Exam Prerequisites

To be eligible for the ITIL Intermediate Qualification: Service Strategy examination, candidates must have fulfilled the following requirements:

At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme

A basic IT literacy and around 2 years IT experience are highly desirable

Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Pre-requisite Entry Criteria on p5)

It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Strategy publication in preparation for the examination, specifically Chapter 2: Service management as a practice.

Examination – What you need to know

The following table illustrates the use of the taxonomy in ITIL professional qualifications.


Intermediate stream qualifications will examine according to the Bloom’s level assigned to each syllabus learning unit within each of the service lifecycle and service capability streams. This means that a candidate must be prepared to be tested up to and including that level for any question related to that learning unit or units.

The examination format of complex multiple choice will offer a scenario and questions with a corresponding series of possible answers. Each is constructed to test a candidate’s competency up to and including the Bloom level associated with the syllabus learning unit that the question is mapped to.

The intermediate modules are expected to provide a practical level of proficiency to enable a candidate to utilize the knowledge learned in their work environment. The examinations test a level of proficiency that allows candidates to apply the knowledge learned in the course to correctly select the correct sequence of possible answers.

Exam Sampling

What you need to know about the exam

  • Taxonomy: Blooms Level 3-4
  • Exam Format: Closed Book.
  • Delivery: Online (web-based ) or Paper based
  • Questions:Eight (8) multiple choice, scenario-based, gradient-scored questions.
    • Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks
  • Passing Score: 70% (28 out of 40)
  • Exam Duration: 90 minutes.
    • (Candidates completing an exam in a language that is not their mother tongue have an addition 30 minutes to complete the exam and are allowed the use of a dictionary)
  • Proctoring: Live
  • Languages: English

Resources & Downloads

Expert Level:
Translates ITIL into business value

Intermediate Level:
Provides in-depth knowledge into a specific ITIL focus area
Provides the practical core competencies and training for successful ITIL implementation

ITIL Practitioner:
Practical approach to ITIL
Follows on from Foundation
Complementary to CSI

Foundation Level:
Provides a common language and basic understanding of the benefits and concepts of ITIL

There are no direct reference materials required for this course; however the student does have a choice of supplementing this course with reference materials available on the market. The list shown below is not intended as a direct endorsement by ITpreneurs, but is intended as a reference list for students in consideration for supplemental material:

ITIL® Core Reference Material:

  • Service Strategy                                          ISBN: 9780113313044
  • Service Design                                            ISBN: 9780113313051
  • Service Transition                                      ISBN: 9780113313068
  • Service Operation                                       ISBN: 9780113313075
  • Continual Service Improvement             ISBN: 9780113313082
  • Lifecycle Publication Suite                        ISBN: 9780113313235

Some of these books are also available as electronic .pdf and online subscription versions.


Career Paths

There are many ways to build a career in IT service management (ITSM), depending on your experience and expertise. While jobs will vary between employers, you should be able to get an idea for the types of activities people do on a daily basis and the skills you will need.

As you develop along the career path the skills profile becomes more demanding. The numbers 1-5+ are an indication of skills levels, with 5+ meaning you are operating with the highest level of responsibility and skill.

For the full functionality of this chart with interactive buttons please refer to the Axelos website path with this link 

Downloads & Purchases

























Additional information

Public Class Bookings

All physical classroom bookings are based on a minimum of 4 attendees – Where the candidates fall below this criteria the course may be cancelled and you will be offered a FULL refund. You can also choose to re book on a different date or choose a virtual class.

Please send an email to for a list of course venues and dates in your area.

If the course is cancelled for any reason by Paradigm people you will be offered a FULL refund

Virtual Class bookings

Once you have booked this course, you should email providing a list of dates you ideally would like your training to commence and end.

The training does not have to run concurrently but can be spread over 4 days, evenings and weekends.

Once you have provided our scheduling team with your dates and times, they will create a schedule for you in line with the accredited trainer.

E-Learning class Bookings

Currently all the e-learning courses offered by Paradigm Training are licensed from our accredited courseware providers who together with us offer you a seamless learning experience.

You will benefit from the experienced trainers advice from both our partners and our own accredited trainers who are on hand to support you on this learning journey.

.The course trainers and mentors are available to answer questions by email through the virtual classroom environments that we assign you.

Additional learning based questions can be sent to where we will pass the questions on to the appropriate trainers.

Financial Committment

We at Paradigm people built this platform in order to ensure that learning and the sharing of knowledge is the principle focus for us.

Knowing this, if you (the learner) wish to take this course and has a financial encumbrance that prevents the enrollment for this course, please reach out to us by email to and we will work with you to ensure knowledge acquisition and learning is still an outcome.

We will dialogue with you in the strictest of confidence in order to bring your learning to gain


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