ITIL® Service (Version 5) + exam (EN)

Description

The ITIL® 5 Service course provides practical knowledge of digital service management across the entire service lifecycle. Participants learn how to design, implement, operate, deliver, and support services using the ITIL framework while aligning people, processes, and technology to create value for customers.

ITIL® Service (Version 5) aims to assist professionals and organizations to achieve product and service management success in the digital world with ITIL®, the globally trusted framework adopted by organizations and professionals worldwide. Recognized by organizations globally as a powerful solution to enhance the value and performance of their products and services.
It is designed for all organizations and people aiming to excel in service management. ITIL® Service provides an essential guide to delivering reliable, outcome-driven services and a practical, step-bystep approach to managing services across the full lifecycle, ensuring resilience, responsiveness, and customer satisfaction. It empowers teams to adapt to change, and provides a flexible framework that integrates with agile, DevOps, and Lean approaches, enabling effective service delivery and improvement across all industries and organizations of any size.

It provides:

• a comprehensive approach to service design, delivery, and continual improvement
• clear guidance on aligning services with value co-creation
• integration of product service management with AI and modern, adaptive ways of working

Goals

• design a service based on customer and business needs,
• manage the entire digital service lifecycle,
• connect people, processes, technology and suppliers,
• better manage change, deployment, operation and support of the service,
• prepare for the ITIL® Service Version 5 exam.

Target

• IT service managers,
• IT operations managers,
• IT architects and solution architects,
• ITSM and IT governance specialists,
• DevOps, product and delivery teams,
• project and program managers,
• digital services consultants.

Contents

Day 1: Digital Services and the Start of the Lifecycle

• Introduction to ITIL® Service Version 5 and digital service management
• Digital products and services: key concepts, characteristics and customer value
• ITIL Product and Service Lifecycle
• Discover: identifying customer needs, analysing service context and prioritising services
• Design: service design, human-centred design, service architecture and design outputs

Day 2: Resources, Implementation and Service Transition

• Acquire: obtaining technologies, people and external services
• Sourcing strategy, supplier selection and supplier relationship management
• Build: service implementation, configuration, testing and preparation for deployment
• Transition: planning the transition of the service into operation
• Change management, service deployment and team preparation

Day 3: Operation, Delivery, Support and Exam Preparation

• Operate: service operation, availability, stability and monitoring
• Deliver: service delivery, stakeholder communication and quality management
• Support: incidents, problems, service recovery and business continuity
• Service improvement and integration of ITIL® with Agile, DevOps and Lean approaches
• Key topic review, sample questions and preparation for the certification exam

Prerequisites

Study Materials

Access to comprehensive study materials and sample exams, complemented by official PeopleCert Official Training Materials (OTM):
 

• Real-world examples to connect theory with practice
• Scenario-based exercises and practical application of the methodology
• Practice questions aligned with the certification exam format
• Clear summaries, diagrams, and structures for easier retention
• Official ITIL® manual (core guidance) – available in English

Followups