Class Details

Price: $2,249

GSA Eligible

3-Day Course Includes:

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  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Course retake option
  • Exam Voucher
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon - *only at participating locations

Course Outline

  • Lesson SD01: Introducing Service Design
  • Lesson SD02: The Service Design Principles
  • Lesson SD03: The Service Design Processes
  • Lesson SD04: Service Design technology related activities
  • Lesson SD05: Organizing for Service Design
  • Lesson SD06: The Consideration of Technology
  • Lesson SD07: The Implementation and improvement of Service Design


Core course topics include:

  • How to Manage and Control Service Design Activities
  • Management and Application of Service Design Concepts, Inputs, Outputs and Activities
  • Knowledge of Service Design Principles and Process Management
  • Control and Coordination of Service Design Technology Related Activities
  • Organizational and Technological Issues Related to Service Design
  • Analysis, Justification and Selection of Implementation Approaches, Challenges, Critical Success Factors and Risks
  • Importance of Service Management as a Practice Concept and Service Design Principles
  • How Processes in ITIL Service Design Interact with other Service Lifecycle Processes
  • Sub-Processes, Activities, Methods and Functions in ITIL Service Design Processes
  • Measuring Service Design
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and Risks

Class Exam

You can use the ITIL Intermediate voucher for any ITIL Lifecycle or Capability exam.


  • Number of Questions: 8
  • Passing Score: 70%
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Students must present an ITIL 2011 Foundation or V2 Foundation plus Bridge Certificate before taking the exam. 

Phoenix TS is an authorized testing center for Pearson VUE & Prometric exams. Register for the exam by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757.         

Register for Class

Date Location
02/11/20 - 02/13/20, 3 days, 8:30AM – 4:30PM Online Register
03/17/20 - 03/19/20, 3 days, 8:30AM – 4:30PM Tysons Corner, VA Register
03/24/20 - 03/26/20, 3 days, 8:00AM – 5:00PM Columbia, MD Register
08/04/20 - 08/06/20, 3 days, 8:00AM – 5:00PM Online Register
08/18/20 - 08/20/20, 3 days, 8:00AM – 5:00PM Columbia, MD Register
09/08/20 - 09/10/20, 3 days, 8:00AM – 5:00PM Tysons Corner, VA Register