ITIL Intermediate Lifecycle program: Service Design (SD)

Service Design (SD) | taught by The Art of Service Team
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Course description

Service Design Lifecycle Program*

 ITIL topics you will learn in this Accredited course?

★Service Design Principles

★Design Coordination

★Service Catalog Management

★Capacity Management

★IT Service Continuity Management

★Information Security Management

★Availability Management

★Supplier Management

★Service Level Management

Is this course for me!

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme. The Lifecycle stream-which includes the Service Design qualification-consists of five modules or certifications. These certifications focus on the Service Lifecycle, the use of process and practice within the Lifecycle and developing the skills needed to deliver quality Service Management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire Service Lifecycle.

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Why should you train with The Art of Service

The Art of Service is a world leading online learning company that helps anyone learn technology and business skills to achieve personal and professional goals.

Our Accredited eLearning Courses provide our students everything to best prepare you for the ITIL Exams with:

 Accredited self paced online learning (60 days)
 300+ page PDF Workbook Yours to keep (PDF download)
 Multimedia presentations to simulate the classroom experience Downloadable resources so you can study on the go;
 End of module review questions to assess your content knowledge A full 40 question sample exam to assist in your exam preparation
 24/7 online access to your course. (Internet access required) 

Through individual, corporate, academic and government enrollments, members have access to the The Art of Service education library of engaging, top-quality courses taught by accredited and recognized industry experts.

What you need to Know!

Prerequisites needed before you start:

  • Hold an ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is highly recommended that you read the AXELOS Service Design book prior to commencement of this program
  • Candidates must supply identification confirmation at the time of course registration

How is the course delivered:

The program combines short presentations supported by accredited trainer audio. A work book is also provided to further explore and explain all concepts covered within the syllabus. There are exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the AXELOS® multiple-choice examination. 

*This course must be completed prior to December 31, 2019 as this course will cease to be active past this date. The Art of Service is not renewing the accreditation licence for all ITIL courses and will cease providing access to all ITIL courses at December 31, 2019.
Please complete the course prior to this date.
We are able to purchase exams for the courses till December 20, 2019. Exams expire 12 months from purchase as they are conducted by PeopleCert and not by The Art of Service.

Contact Hours

The recommended minimum contact hours for the eLearning course is 21 but the benefit of eLearning is that you can move at a pace that best suits you. Our different access options allow you to tailor the learning experience to your learning needs.

About the Examination:

  • Evidence of ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of the Service Design Lifecycle course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design book in preparation for the examination.
  • The syllabus can be downloaded from your resources in the course.
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of 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.
  • Pass score is 28/40 or 70%
  • Distinction pass score is under consideration


Upon successful passing of the ITIL Service Design Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 21

Is this course accredited?

Yes! AXELOS/PeopleCert, the official ITIL accreditors, have accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.



ITIL® is a registered trade mark of AXELOS Limited
AXELOS® is a registered trade mark of AXELOS Limited


The Art of Service Team
The Art of Service Team
eLearning Support

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.

Course Curriculum

Important Information!
Candidate ID check: Required for all accredited courses
The ITIL Intermediate Qualification Service Design Certificate Syllabus
ITIL Intermediate Lifecycle Service Design Complete Certification Kit Book
Must Read!!
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Welcome to Service Design
ITIL Qualification Scheme Brochure v2.0
ITIL Service Lifecycle Map
Welcome to Service Design
Warm Up to Service Design
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Service Design Introduction
Service Design Introduction Part 1
Service Design Introduction Part 2
Service Design Introduction Part 3
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Service Design Processes
Design Coordination
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
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Technology and Organizing for Service Design
Technology-Related Activities
Organizing and Technology Considerations
Implementation and Improvement, Challenges, Risks & CSF's
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Exercises & Marking Guides
ITSC Management Exercise
Security Management Exercise
Service Catalog Management Exercise
Service Package Exercise
Supplier Management Exercise
ITSC Management Marking Guide
Security Management Marking Guide
Service Catalog Management Marking Guide
Service Package Marking Guide
Supplier Management Marking Guide
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Exam Information and Preparation
Exam Information
Exam Preparation with Graded Marking
Exam Preparation with Graded Marking - Answers
ITIL Intermediate Lifecycle Service Design Sample 1 SCENARIO BOOKLET v6.1
ITIL Intermediate Lifecycle Service Design Sample 1 QUESTION BOOKLET v6.1
ITIL Intermediate Lifecycle ServiceDesignSample1 ANSWERSandRATIONALES v6.1
Purchase the ITIL Exam Voucher Here!
Course Evaluation Form
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Additional Resources
Multiple Choice Question Rationale
Official AXELOS ITIL Glossary
Service Design: Appendix A The Service Design Package
Service Design: Appendix B Service Acceptance Criteria
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"ITIL® is a Registered Trade Mark of the AXELOS Limited". "The Swirl logo is a Trade Mark of the AXELOS Limited". | "AXELOS® is a registered Trade Mark of AXELOS, limited" 2016