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ITIL v3 Service Design Lifecycle


ITIL v3 Service Design Lifecycle


Product Description

This 2 day training course from Solartech immerses participants 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.
Participants benefit from an optimal mix of learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Design and learn to apply this knowledge in real life. Participants can complete e-learning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

ITIL Training

Audience Profile

  • Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.

  • Individuals who require a deeper understanding of the ITIL Service Design stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization.

  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.

  • IT professionals working within or about to enter a Service Design environment and requiring an understanding of the concepts, processes, functions and activities involved.

  • 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.

At Course Completion

  • 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


  • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate

  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

  • It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification, in particular the Service Design publication.

  • It is recommended that participants should complete at least 21 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, in particular the Service Design publication in preparation for the examination.

Course Student Material

  • Participants receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.

  • Participants receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader allowing for participants to read it as an e-book

  • Participants receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course

About the Examination

  • Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Service Design Lifecycle course from an Accredited Training Provider is required to sit the exam

  • 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%.


  • Upon successful passing of the ITIL v3 Service Design Lifecycle exam, the participant will be recognized with 3 credits in the ITIL qualification scheme.

  • Project Management Institute – Professional Development Units (PDUs) = 21



(Virtual) Classroom



Day 1

Day 2


6-hours of self paced instructor supported e-learning

1. Introduction

4. Service Design Technology Related Activities

2-hours of self paced instructor supported e-learning


2. Service Design Principles

5. Organizing for Service Design


6. Consideration of Technology


7. Implementation and improvement of Service Design




3. Service Design Processes




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