ITIL® Service (Version 5) Certification Training
Course 1383
3 DAY COURSE

The ITIL® Service (Version 5) course provides learners with the guidance needed to design, deliver, operate, support, and continually improve digital services in alignment with ITIL 5.

Participants learn how services create value, how service relationships evolve, and how organizations can manage services holistically across the lifecycle. The course emphasizes practical application, governance, value streams, and service resilience in digital and AI‑enabled environments.

ITIL® Service (Version 5) Certification Training Benefits

• This ITIL Service (Version 5) Training course includes:

  • Accredited course content and curriculum
  • ITIL Service (Version 5) Exam
  • 1 Year of PeopleCert Plus Membership (includes mock exam & Take2 exam retake option)

  In this ITIL Service (Version 5) course, you will learn the following:

  • Core concepts of digital services and service value
  • The ITIL Product and Service Lifecycle from a service perspective
  • How value streams support service delivery and improvement
  • Service governance, risk, and continual improvement
  • How ITIL integrates with DevOps, AI, and project management
  • How to prepare for and pass the ITIL® Service certification exam

  ITIL Service (Version 5) Training Prerequisites

  Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification.  

  ITIL Service (Version 5) Certification Information

  To earn the ITIL Service (Version 5) certification, you must:

  • Sit for the ITIL Service (Version 5) exam via PeopleCert’s online proctoring service

ITIL Service (Version 5) Training Outline

Learning Objectives

Module 1: Digital Products and Services

• Definition and characteristics of digital products and digital services
• How digital products create value
• Digital product–digital service relationships
• Overview of the ITIL Product and Service Lifecycle

Module 2: Discover

• Ensure continuous alignment with consumer needs and organizational strategy
• Understand problems before designing solutions
• Levels of discovery: organizational, portfolio, product
• Critical Success Factors (CSFs): validated needs, market insight, early alignment, experimentation
• Metrics: hypothesis validation, problem-solution fit, learning velocity, insight quality

Module 3: Design

• Human-centered and holistic design principles
• Creating specifications, prototypes, workflow designs, UX approaches
• Interaction design, information architecture, design systems
• Steps: analyze demand, plan design, execute design, communicate solution
• CSFs: multi-disciplinary collaboration, clarity, testability, traceability
• Metrics: usability indicators, design cycle time, requirement stability

Module 4: Acquire

• Sourcing and acquiring tools, technologies, suppliers, and capabilities
• Assessment of sourcing options; procurement and integration considerations
• CSFs: supplier relationships, holistic resource planning, governance
• Metrics: TCO, time-to-value, supplier performance, contract compliance

Module 5: Build

• Turning designs into functioning product elements
• Integration, component creation, testing, iterative development
• CSFs: clear architecture, automated testing, incremental delivery
• Metrics: build velocity, defect rates, cycle time, test coverage

Module 6: Transition

• Moving solutions into live environments
• Ensuring readiness, risk management, controlled releases
• CSFs: standardized Definition of Done, automation, early involvement of ops/support
• Metrics: post-deployment defect rate, deployment success, stability indicators

Module 7: Operate

• Operating products and platforms with reliability, availability, security
• Monitoring, incident handling, capacity, performance
• CSFs: observability, ownership, response rigor, automation
• Metrics: MTTR, SLA compliance, error rates, operational load

Module 8: Deliver

• Providing products and services to customers
• Managing onboarding/offboarding, service actions, user interactions
• CSFs: user experience, clarity of agreements, integrated workflows
• Metrics: fulfillment time, satisfaction, automation levels

Module 9: Support

• Restoring normal service following incidents
• Problem management, knowledge management, disaster recovery
• CSFs: unified support flows, real-time visibility, supplier governance
• Metrics: MTTA, MTTR, recurrence rates, CSAT/NPS

Module 10: Lifecycle Management

• Integrating all lifecycle activities into cohesive value streams
• Mapping, optimizing, and governing value streams
• CSFs: alignment, governance, continual improvement
• Metrics: value realization, flow efficiency, lifecycle coherence

Module 11: ITIL and Other Frameworks

• ITIL + DevOps (flow, feedback, resilience)
• ITIL + PRINCE2 (project/change structure)
• AI and automation in lifecycle activities
• Governance, coordination, cognitive support