ITIL® Service (Version 5)

Services are a primary way organisations deliver value to customers and stakeholders. This course explores how organisations design, build, deliver, support, and continually improve services using the ITIL® product and service lifecycle.

Learners will discover how digital services enable value co-creation by helping customers achieve desired outcomes without needing to manage specific costs and risks. The course explains how services operate within modern, complex environments and how organisations use structured lifecycle activities to ensure services remain aligned with stakeholder needs and organisational objectives.

Learners will examine how value chain activities, management practices, and operating models support digital service management. By the end of the course, participants will understand how to manage services effectively across the lifecycle while supporting resilience, user experience, and continual improvement.

Prerequisites

Participants must hold one of the following certifications:

• ITIL (Version 5) Foundation Certificate
• Any ITIL4 Certificate

Learners should also have:

• A basic understanding of service management concepts
• Familiarity with digital services and technology-enabled environments
• Experience working in service delivery, operations, or support roles

Target audience

This course is designed for professionals involved in the planning, design, delivery, or management of services within modern digital organisations.

Typical roles include:

• Service management professionals
• Service delivery and service operations professionals
• Product and service managers
• Operations and support specialists
• Digital transformation professionals
• Professionals seeking to deepen their understanding of ITIL service lifecycle practices

By the end of this course, learners will be able to:

• Understand the key concepts of digital products and services
• Explain the purpose, scope, and structure of the ITIL product and service lifecycle
• Describe how organisational value chain activities support lifecycle activities
• Apply lifecycle activities including discover, design, acquire, build, transition, operate, deliver, and support
• Identify the roles, outputs, success factors, and metrics associated with lifecycle activities
• Explain how management practices enable and support service lifecycle activities
• Describe how operating models, service value streams, and organisational structures support service management
• Understand how artificial intelligence, automation, and complementary frameworks support service management and service delivery

Module 1 - Digital products and services

• Introduces digital products and services, their characteristics, and how the ITIL product and service lifecycle supports service value creation.

Module 2 - Discover

• Explores how organisations identify service opportunities and align strategy, vision, and portfolio direction with stakeholder needs.

Module 3 - Design

• Examines how human-centred and holistic design principles support effective service design and lifecycle planning.

Module 4 - Acquire

• Explains how organisations acquire capabilities, technologies, and suppliers to support service development and delivery.

Module 5 - Build

• Covers how service designs are developed into operational capabilities through structured build planning and execution.

Module 6 - Transition

• Explores how services are prepared and introduced into live environments through structured transition activities.

Module 7 - Operate

• Focuses on running digital services effectively in live environments using structured operational practices.

Module 8 - Deliver

• Describes how services are delivered to users through service relationships, delivery practices, and value co-creation.

Module 9 - Support

• Explains how incidents, problems, and disruptions are managed to maintain service performance and user experience.

Module 10 - Lifecycle management

• Examines how operating models, value streams, organisational structures, and technology enable effective service lifecycle management.

Module 11 - ITIL and other frameworks

• Explores how ITIL practices integrate with DevOps and project management frameworks such as PRINCE2.

Exams and assessments

This course includes a formal certification exam:

• 40 multiple-choice questions
• 90 minutes duration
• Open book (The official ITIL Service publication may be used during the exam, including notes made within the text. No other reference materials are permitted.)
• Pass mark: 28 out of 40 (70%)
• The exam is delivered online via PeopleCert and can be taken at the learner’s convenience

The assessment evaluates the learner’s understanding of service lifecycle concepts and the practices used to manage digital services effectively.

Hands-on learning

Participants will explore practical scenarios related to the management of digital services across their lifecycle.

The course includes:

• Scenario-based exercises exploring lifecycle decision making
• Instructor-led discussions based on real service environments
• Practical examples demonstrating service management concepts
• Collaborative discussions connecting theory with operational practice