Dates
17-20 Nov 2025
Training Overview
This intensive 3-day course is designed for technology and business professionals who want to enhance service design and delivery in their organizations. Leveraging best practices from ITIL v3's Service Design and Continual Service Improvement (CSI) publications, participants will learn to design high-quality services that align with business goals and drive continuous improvements
Training Goals
By the end of this training, participants will be able to:
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Understand the principles of service design and how it contributes to business value.
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Learn how to design services, processes, and systems that meet customer expectations.
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Develop skills to measure and improve services using CSI principles.
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Gain insights into service-level management, capacity planning, and supplier management.
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Learn how to integrate service design with digital transformation and business strategy.
Who is this Training Course for?
This training course is designed for professionals seeking to strengthen their service design and improvement capabilities using ITIL best practices. It will greatly benefit:
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IT service managers, ITSM professionals, and process owners
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Business leaders and project managers involved in service delivery
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Technology professionals working on service design and improvement
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Anyone responsible for customer experience (CX) and digital transformation
How will this Training Course be Presented?
This training course will utilize a variety of proven adult learning techniques to ensure maximum engagement, comprehension, and retention. The trainer will deliver interactive presentations incorporating slides, real-world case studies, industry examples, and group discussions to enhance learning.
Course Content Summary
Day 1: Understanding Service Design and Strategy Alignment
Module 1: Introduction to Service Excellence
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What is service excellence, and why does it matter?
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ITIL v3’s Service Lifecycle and the role of Service Design
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Key principles of customer-centric service design
Module 2: Service Design Fundamentals
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The five aspects of service design
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Service solutions for new or changed services
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Management information systems and tools
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Technology architectures and management systems
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Processes
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Measurement methods and metrics
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Design coordination and governance
Module 3: Designing Services for Business Success
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Aligning service design with business strategy and objectives
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Business case development for new services
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Identifying and analyzing stakeholder requirements
Day 2: Implementing Effective Service Design and Transition
Module 4: Key Service Design Processes
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Service Level Management (SLM): Defining and negotiating SLAs
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Capacity and Availability Management: Ensuring service performance
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IT Service Continuity and Risk Management
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Supplier and Vendor Management
Module 5: Designing for Quality and Compliance
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Service design and regulatory compliance
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Using service models and blueprints
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Integrating security and resilience into service design
Module 6: Transitioning from Design to Delivery
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Change management and release planning
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Service validation and testing
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Knowledge management and documentation
Day 3: Driving Continual Service Improvement (CSI) and Business Agility
Module 7: Introduction to Continual Service Improvement (CSI)
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CSI in the ITIL Service Lifecycle
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The CSI Model and Deming Cycle (Plan-Do-Check-Act)
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How to use the 7-step improvement process
Module 8: Measuring and Improving Service Performance
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Defining Key Performance Indicators (KPIs) and CSFs
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Conducting service reviews and reporting
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Data-driven decision-making for service improvements
Module 9: Innovation and Digital Transformation in Service Excellence
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Leveraging AI, automation, and cloud services
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Aligning service improvements with emerging business trends
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Creating a culture of continuous improvement
Closing Workshop: Developing a CSI Action Plan
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Practical exercise: Creating a CSI roadmap for your organization
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Group discussion and real-world case studies
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Course review and next steps
Certificate
🎓 Delegates who successfully attend and complete the Designing and Delivering Service Excellence course will receive a Kenel Academy Certificate of Completion.
VISA Support
Visa Support for International Delegates
Kenel Academy welcomes international delegates to attend our training programs in the UK. We understand that obtaining a visa is an important part of your travel arrangements, and we are committed to providing the necessary support to facilitate your application process.
To assist with your visa application, Kenel Academy will issue all required supporting documents, including an official invitation letter and proof of enrollment, once full payment for the training has been received.
Please note:
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Kenel Academy is not involved in the visa issuance process and cannot guarantee the approval of any visa application.
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It is the delegate’s responsibility to apply for the appropriate visa at their nearest UK embassy or consulate.
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We strongly recommend that delegates begin the visa application process well in advance to avoid any delays.
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In the event of a visa refusal, our cancellation and refund policy will apply.
For further assistance or inquiries regarding visa support, please contact Kenel Academy at [contact details].
We look forward to welcoming you to the UK for an enriching learning experience! 🌍✈️
What's included in your fees
The total cost for this training course is £2,750 (approx. $3,500).
This fee includes:
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4 nights' accommodation at a hotel or conference centre
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Daily commuting to the training center (if required)
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Lunch provided during training days
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Kenel Academy Certificate of Completion
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Transportation to side attractions included in the package
📩 For inquiries and registration, contact Kenel Academy today!