** Delivered virtually in U.S. friendly time zones. Class includes exam voucher.

The ITIL (Version 5) Service course is part of the Managing Professional stream and focuses on digital service management across the full lifecycle. Using the ITIL Product and Service Lifecycle Model, learners gain the capabilities needed to deliver, operate, and support services in modern, complex environments.

ITIL (Version 5) Service

In a digital-first economy, value is co-created through services powered by digital products, automation, and connectivity. This course helps organizations deliver high-quality, reliable services while adapting to changing business and customer needs.

Modern service delivery spans ecosystems—cloud platforms, partners, and multiple providers. ITIL Service emphasizes end-to-end accountability, ensuring services perform consistently across organizational and supplier boundaries.

Learners explore the digital service provider value chain, including:
discover, design, acquire, build, transition, operate, deliver, and support—applied dynamically to reflect real-world service delivery.

In this 3-day certification course, you will learn how to:

Manage digital services across the full lifecycle
Deliver resilient, reliable, and scalable service operations
Align services with product roadmaps, customer needs, and business strategy
Coordinate across providers, platforms, and internal teams
Break down silos and enable cross-functional collaboration

“ITIL (Version 5) Service provides candidates with practical guidance for designing, delivering, and improving services to enable consistent value creation and high-quality customer experiences.” — Course Overview

Audience: This course is designed for professionals responsible for service delivery and operations across the digital service lifecycle. This includes service managers, service owners, operations and support teams, and those working within internal IT organizations or managed service providers who need to manage digital products and services end-to-end. Related roles include Service Manager, Service Owner, Service Delivery Manager, Site Reliability Engineer (SRE), Incident Commander, Knowledge Curator, Enterprise Architect, Solutions Architect, IT Operations Manager, Portfolio Manager, Chief Digital Officer, and service management consultants. This course is also mandatory for individuals striving to obtain the ITIL (Version 5) Managing Professional designation.

Course Objectives: The learning objectives of ITIL Service include an understanding of:

Digital products and services
The ITIL Product and Service Lifecycle
Lifecycle management activities (from the service provider perspective)
Managing the end-to-end lifecycle
How value streams integrate lifecycle stages
How AI and automation affects the methods and tools used for service management
How ITIL, DevOps and PRINCE2 are complementary in the management of the product and service lifecycle

ITSM Academy's ITIL Service class includes experiential assignments, GAME ON! An Interactive Learning Experience^® and access to ITSM Academy’s Learner Portal.

Memory exercises, study aids, and games are also included to reinforce key vocabulary and concepts and familiarize learners with the exam question style. They include fill-in-the-blank, matching, and exam prep questions. Some are completed as interactive in-class exercises, and some are utilized as homework.

Enhanced in-house by the ITSM Academy content team, our course covers all the material specified in the ITIL (Version 5) Service syllabus and prepares attendees to successfully achieve their ITIL Service certification. See the full class outline below.

Course / Student Materials:

Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools

Digital learner manual (excellent post-class reference)
ITIL (Version 5) Service Reference Card
ITIL Service Lifecycle Management Activities Reference Guide
Research Paper - WhatIs? ITIL (Version 5)
Learner Personal Action Plan
Memory exercises, study aids, and sample exams
Instructor-led education and exercise facilitation

GAME ON! An Interactive Learning Experience®
Participation in unique in-class assignments
In-class exam preparation
Exam voucher, which includes access to the official digital eBook (upon redeeming voucher)
PeopleCert Plus Annual Membership (optional)

Prerequisites:

ITIL 4 Foundation or ITIL (Version 5) Foundation

Even if your ITIL Foundation certificate is expired, you can still attend any higher level ITIL (Version 5) course from ITSM Academy. Every successful pass of an ITIL PeopleCert exam will extend the previous expired certificates to the renewal date of the most recent ITIL PeopleCert exam.

Attend accredited training course (mandatory)
Complete pre-class reading assignment
Familiarity with some aspect of IT management, product management, or service management is recommended.

Certification: Learners earn their ITIL (Version 5) Service certificate by achieving a passing score (70%) on a 90-minute, 40-question open-book examination. Read more about the open book exam experience.

>>Official ITIL publications are available for learners who would like access to the reference materials for their open-book exam. You can purchase them here.<<

Professional Education Hours: Individuals attending this class will earn 24 professional education hours (e.g., CPDs, PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable. Successful candidates with a PeopleCert Plus Annual Membership can log continuous professional development (CPD) points against their certificate in PeopleCert's Continuing Professional Development (CPD) program to satisfy the program’s renewal requirements.

Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under the ITSM Academy Terms of Use as indicated on the material.

Instructors: As with all ITSM Academy training, our instructors are all IT product and service management experts, and ITIL Managing Professionals with years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-world stories and scenarios. Utilizing the highest quality content, this training style encourages active group participation. Alumni complete class prepared to pass the exam, but more importantly, with a wealth of practical knowledge.

Course Logistics:

Live, Virtual Classroom: Log in with the instructor and the other students - no travel!
Available through our Courseware Licensing Program
All ITSM Academy courses, including this one, can be presented at your location - Contact Us, or phone 954. 491. 3442 or use the chat below

Learners should only commit to classes they are prepared to attend. ITSM Academy Open Enrollment Class Terms and Conditions.

ITIL^® (Version 5) Service Certification Course Outline

ITIL (Version 5) Service introduces the core principles of modern digital service management. Learners build a practical understanding of how to design, deliver, operate, and continually improve digital services across the ITIL Product and Service Lifecycle.

This course covers key ITIL (Version 5) terms and concepts, product and service lifecycle management activities (from the service provider perspective), and how ITIL, AI and other frameworks such as DevOps and PRINCE2 enable and support product management.

Module 1: Key concepts of digital product and services

The characteristics of digital services
How digital products and services create value
The scope and purpose of the ITIL Product and Service Lifecycle Model
The lifecycle management activities of a digital service
The benefits of the ITIL Product and Service Lifecycle management activities from a service provider perspective
The challenges of the ITIL Product and Service Lifecycle management activities, from a service provider perspective
How organization's value chain activities support the ITIL Product and Service Lifecycle

Module 2: Discover

The purpose of the 'discover' activity
The key concepts of the 'discover' activity
How vision, positioning, and portfolio inform discovery
The practices enabling the 'discover' activity and their role in the activity
The outputs of the 'discover' activity
Applying the steps of the 'discover' activity
The critical success factors (CSFs) and metrics of the 'discover' activity
Applying practical recommendations for effective/successful discovery

Module 3: Design

The purpose of the 'design' activity
The key concepts of the 'design' activity
The practices enabling the 'design’ activity and their role in the activity
The outputs of the 'design' activity
Applying the steps of the 'design' activity
The critical success factors (CSFs) and metrics of the 'design' activity
Applying practical recommendations for effective design

Module 4: Acquire

The purpose of the 'acquire' activity
The differences between the acquisition of technology, people, and third-party services
The key concepts of the 'acquire' activity
The practices enabling the 'acquire’ activity and their role in the activity
The outputs of the 'acquire' activity
Applying the steps of the 'acquire' activity
The critical success factors (CSFs) and metrics of the 'acquire' activity
Applying practical recommendations for effective acquisition

Module 5: Build

The purpose of the 'build’ activity
The integration of design into the 'build' activity
The key concepts of the 'build' activity
The practices enabling the 'build’ activity and their role in the activity
The outputs of the 'build' activity
Applying the steps of the 'build' activity
The critical success factors (CSFs) and metrics of the 'build' activity
Applying practical recommendations for effective build

Module 6: Transition

The purpose of the 'transition’ activity
Approaches to product transition
The key concepts of the 'transition' activity
The practices enabling the 'transition’ activity and their role in the activity
The outputs of the 'transition' activity
Applying the steps of the 'transition' activity
The critical success factors (CSFs) and metrics of the 'transition' activity
Applying practical recommendations for effective transition

Module 7: Operate

The purpose of the 'operate’ activity
The key concepts of the 'operate' activity
The practices enabling the 'operate’ activity and their role in the activity
The outputs of the 'operate' activity
Applying the steps of the 'operate' activity
The critical success factors (CSFs) and metrics of the 'operate' activity
Applying practical recommendations for effective product operation

Module 8: Deliver

The purpose of the 'deliver’ activity
How service delivery activities enable value co-creation
The key concepts of the 'deliver' activity
The practices enabling the 'deliver’ activity and their role in the activity
The outputs of the 'deliver' activity
Applying the steps of the 'deliver' activity
The critical success factors (CSFs) and metrics of the 'deliver' activity
Applying practical recommendations for effective delivery

Module 9: Support

The purpose of the 'support’ activity
The key concepts of the 'support' activity
The practices enabling the 'support’ activity and their role in the activity
The outputs of the 'support' activity
Applying the steps of the 'support' activity
The critical success factors (CSFs) and metrics of the 'support' activity
Applying practical recommendations for effective support

Module 10: Lifecycle Management

Managing the end-to-end lifecycle
The AI Capability Model
How the use of AI can support service management
How ITIL and other frameworks (e.g., DevOps and PRINCE2) enable and support the management of the product and service lifecycle

➤ Press Release: ITSM Academy Announces Launch of ITIL (Version 5) Foundation Training in the United States