+27 087 405 5715     info.africa@pinkelephant.co.za


Service Design

Course Type:
Training Costs:
Exam Costs:
Next Course:
R 6450
R 3220
3 days
16 September 2019


Pink Elephant is globally accredited to provide ITIL® education for the certification program. The organisation is accredited by the APM Group.

Your instructor is a highly experienced ITIL®-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality as well as many years of experience implementing ITIL® processes in a variety of organisations worldwide.


ITIL® Intermediate Certificate in Service Design


Start Date Type Start Day Location Cost (excl. VAT) Register
16-09-2019 Classroom Monday Joburg R 6450 Register
04-11-2019 Classroom Monday Joburg R 6450 Register
02-12-2019 Classroom Monday Joburg R 6450 Register


This course prepares participants for the examination leading to the ITIL® Intermediate Certificate: Service Design which we advise is taken the day after the last day of the course or even the following week, but no later. The 90-minute exam consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, two sample papers are delivered during the course. A passing mark of 70% (28/40) is required to receive your certificate (3 ITIL® credits)


ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

This comprehensive official ITIL® lifecycle certification course will provide you with critical knowledge and practical guidance regarding the management principals and core concepts required to design new or modify existing IT services. The ITIL® Service Design publication focuses on the holistic design requirements related to people, process, technology and governance needed to convert strategic objectives into value focused IT service portfolios.

The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, and conformance to standards and regulations. It guides organisations on how to develop design capabilities for service management.

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.

The Course

What You Will Learn
• The relationship between business value and service design
• The principles of balanced service design (functionality, resources, schedule)
• How to identify meaningful service requirements
• The relationship between service, application, infrastructure and data architectures
• The key roles and organizational capabilities of service design
• The relationship of design constraints to service utility and warranty
• The advantages and disadvantages of various strategic sourcing and delivery models (insourcing, outsourcing, co-sourcing, etc.)
• Review of Service Design processes, and their associated policies, challenges, risks and critical success factors, including:
o Design Coordination
o Service Catalog Management
o Service Level Management
o Capacity Management
o Availability Management
o IT Service Continuity Management
o Information Security Management
o Supplier Management
• Interaction of Service Design processes with other Service Lifecycle processes
• Technology and implementation considerations for Service Design

Target Group

The training ITIL® Classroom is designed to provide insight into the basic processes of, understanding, and is therefore especially suitable for:

  • CIOs
  • CTOs
  • managers
  • supervisory staff
  • team leaders
  • designers
  • architects
  • planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • Any IT professional involved in the design of IT services

Knowledge Objective

  • Gain critical knowledge and practical guidance regarding the management principles and core concepts required to design new or modify existing IT services
  • Identify and agree on the business requirements for input into your service design
  • Integrate Enterprise Architecture practices with service blueprinting
  • Apply IT standards and policies to decision-making for service design and improvement
  • Establish an account management and business engagement based on successful Service Level Management principles
  • Manage the risk of the organisation by reducing the exposure to availability and capacity Incidents
  • Integrate the Information Security Management System into the risk management practices of the organisation
  • Define and categorise IT services and offer them to the business in a coherent way
  • Improve service provisioning from an accurate and complete service catalog


ITIL® Foundations


3 days