ITIL® Service (Version 5)

This module equips candidates with practical guidance to achieve excellence in digital service management, aligned with ITIL guidance. It focuses on aligning people, processes, and technology to manage services across the full lifecycle, supporting resilience, responsiveness, and improved customer satisfaction.

Core Themes

• A unified approach to product and service management, with a primary focus on service-related activities
• End-to-end digital product and service lifecycle management
• Alignment of service activities and initiatives with business value and outcomes

Benefits

• Enables organisations to apply ITIL principles across incident, request, problem, change, and continual improvement practices, improving reliability, resilience, and measurable value delivery
• Helps break down silos by aligning service delivery with business objectives, leveraging automation, and supporting continual improvement
• Positions service management as a strategic, tactical, and operational enabler, linking investment decisions directly to business outcomes

Learning outcomes

After taking this course, you will have a thorough understanding of:

• The key concepts of digital products and services
• The scope, purpose, benefits, and challenges of the ITIL Product and Service Lifecycle Model
• How the value chain activities support the lifecycle
• The purpose, steps, roles, outputs, CSFs, metrics, and recommendations for each activity
• How management practices enable value chain activities
• How operating models and value streams support digital service management
• How AI, automation, PRINCE2, and DevOps enhance lifecycle delivery.

Who should attend

• Service management and service delivery professionals
• Product and digital delivery roles
• Architecture and service design roles
• Software and application development teams

Course contents

1. Foundation recap and digital products and services overview
2. Discover
3. Design
4. Acquire
5. Build
6. Transition
7. Operate
8. Deliver
9. Support
10. The ITIL Product and Service Lifecycle
11. ITIL and other Frameworks

Inclusions

All participants will receive:

• Practice Examinations
• ITIL Service (Version 5) Certificate Exam Voucher
  • Available to purchase via PeopleCert – Take2 Re-sit Exam option. 
  • Or purchase a PeopleCert Plus Membership via ALC to receive Take2 plus many more benefits
• Post Course Support

Virtual Courses:

• E-COPY: Official ITIL Service Textbook
• E-COPY: Comprehensive Course Workbook
   E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.

Exams & Additional Information

Live Virtual Training: Participants attending a Virtual Training course will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

The exam comprises of:

• Multiple choice examination questions
• 40 questions
• 28 marks required to pass (out of 40 available) 70%
• 90 minutes duration
• Open book (Official book)

Pre-requisites
 Delegates must hold one of the below certifications to be able to take this exam:

• Any ITIL 4 certi?cation or ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5) and
• Attend an accredited ITIL Service course or complete the official e-learning course