ITIL® Service (Version 5)
The ITIL® Service (Version 5) course provides practical guidance on how to deliver, manage, and optimize digital services across the full service lifecycle using the ITIL framework.
This course focuses on helping organizations achieve excellence in digital service management by aligning people, processes, and technology to deliver resilient, responsive, and high-quality services. It equips learners with the knowledge needed to effectively manage services from initial design through to delivery and ongoing support.
Delegates will gain a clear understanding of how to manage service lifecycles end-to-end, ensuring consistent value delivery, improved customer satisfaction, and operational efficiency.
What will you learn?
- Digital products and services
Understand the key concepts of digital product and service management and how they support value and performance from a service perspective - Service value co-creation
Explore how services enable the co-creation of value with customers, partners, and stakeholders across the lifecycle - Experience-led service quality
Learn how to apply human-centered, experience-led design to improve the perception and quality of services - Resilient and adaptable services
Discover how to develop resilient, sustainable, and adaptable services to respond effectively to change - Strategy and service alignment
Gain a clear understanding of how services connect strategic intent with consistent performance and value creation - Stakeholder-aligned services
Explore how services can remain relevant and clearly aligned with stakeholder needs while delivering measurable outcomes. - Continual improvement
Examine how to use continual improvement and evidence-based decisions to increase value and reduce waste - Service governance and innovation
Learn how practical governance supports compliance, risk management, and responsible innovation - AI-enabled service delivery
Understand how AI and automation enhance service capability while maintaining trust and accountability
This course is ideal for professionals working in roles such as:
- IT Service Managers
- Service Delivery Managers
- IT Operations Managers
- Service Desk Managers and Team Leads
- IT Support and Operations professionals
- Digital service and product owners
- Professionals involved in service design, transition, or support
By completing this course, learners will be prepared to achieve the ITIL® Service (Version 5) certification and apply ITIL principles in real-world service environments.
- Key concepts of digital products and services
- Characteristics of digital services
- How digital services create value
- The ITIL Product and Service Lifecycle model
- Discover, design, acquire, build, transition, operate, deliver, and support
- Benefits and challenges of service lifecycle management
- Vision, positioning, and portfolio alignment
- Discovery practices, outputs, and workflows
- Success factors and metrics
- Human-centered design principles
- Design practices and service architecture
- Outputs, steps, and performance measures
- Acquisition of technology, people, and third-party services
- Supporting practices and workflows
- Metrics and success factors
- Integration of design into build activities
- Build practices and outputs
- Continual improvement and performance metrics
- Approaches to service transition
- Release and deployment practices
- Transition success factors
- Service operation and management practices
- Operational workflows and outputs
- Performance measurement and optimization
- Service delivery and value co-creation
- Deliver practices and outputs
- Optimization and customer value realization
- Service support models and approaches
- Supporting practices and workflows
- Metrics and continual improvement
- End-to-end service lifecycle integration
- Operating models and value streams
- Organizational structures for service management
- AI and automation in service management
- ITIL AI Capability Model
- Alignment with DevOps and PRINCE2
These topics are based on the official ITIL Service (Version 5) syllabus and emphasize practical application of ITIL concepts across the service lifecycle.
The ITIL Service (Version 5) exam assesses your ability to understand and apply ITIL concepts in real-world service scenarios.
- Format: Multiple choice (open book)
- Materials allowed: Official ITIL Service (Version 5) publication only
- Number of questions: 40
- Duration: 90 minutes
- (113 minutes for non-native speakers)
- Pass mark: 70%
- Question style:
- Scenario-based questions
- Includes real-world case study context, such as service lifecycle scenarios.
The exam tests knowledge at Bloom’s Levels 2 and 3, focusing on understanding and practical application.
To attend this course, delegates must hold an eligible ITIL 4 certification, ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5).
This is an advanced ITIL qualification designed for professionals working in service management roles.
Virtual Training • Live Instructor-Led Online
Join an expert trainer in a live online classroom. The course is delivered in real time and includes trainer explanation, discussion, exercises and opportunities to ask questions. Electronic course materials and joining instructions are provided before the course.
e-Learning • Self-Paced
Study through professionally produced online learning at your own pace, with extended platform access so you can work around your existing commitments. The package includes the learning materials, interactive activities, practice questions and the relevant examination voucher where applicable.
e-Learning+ • Self-Paced + Extras
e-Learning+ includes everything provided with the standard e-Learning package (learning materials, interactive activities, practice questions and the relevant examination voucher where applicable), together with additional preparation and reassurance. This includes a mock examination and the PeopleCert Take2 exam re-sit option, subject to the applicable examination terms.
How it works
Book Online
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Self-Paced Learning
Mock Examination
Complete Exam
Certification
Frequently Asked Questions
ITIL® is the world's most widely adopted framework for IT service management. It gives IT professionals a common language and a set of best practices for aligning IT services with business needs. Our ITIL courses are suited to anyone working in an IT support, operations or service-management role, from newcomers through to senior practitioners.
The price includes live virtual tuition and the course materials shown in the booking sidebar. Where applicable, the official examination is also included. Please check the “What’s Included” list for the exact inclusions for this course.
Yes. We can deliver private training for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same course. Please contact us for a quotation.
Select your preferred date and click “Book Now” to book online. Alternatively, contact us on 01706 361110 or at and we will arrange the booking for you.
The price includes access to the self-paced online learning and the materials shown in the booking sidebar. Where applicable, the relevant examination voucher is also included. Please check the “What’s Included” list for the exact inclusions for this course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning for multiple learners. Please contact us for a quotation.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
The price includes everything provided with the standard e-Learning package, together with the additional items shown in the booking sidebar. These may include a mock examination and an exam re-sit option. Please check the “What’s Included” list for the exact inclusions for this course.
e-Learning+ includes the same self-paced online learning as the standard e-Learning package, with additional exam preparation and support. The precise extras are shown in the “What’s Included” information for each course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Yes. We can arrange e-Learning+ access for multiple learners and may be able to offer a tailored package. Contact us with your requirements and we will provide a quotation.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning+ for multiple learners. Please contact us for a quotation.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
Course Dates & Pricing
for ITIL® Service (Version 5)
| Start Date | End Date | Duration | Location | Delivery | Price | |
|---|---|---|---|---|---|---|
| 16 Dec 2026 | 18 Dec 2026 | 3 Days | Online | Virtual | £1,725 + VAT (£2,070 inc VAT) | Book Now Enquire |
| 23 Mar 2027 | 25 Mar 2027 | 3 Days | Online | Virtual | £1,725 + VAT (£2,070 inc VAT) | Book Now Enquire |
| 22 Jun 2027 | 24 Jun 2027 | 3 Days | Online | Virtual | £1,725 + VAT (£2,070 inc VAT) | Book Now Enquire |
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"Andy has been fantastic! Answered all our questions and made the material relatable & easy to understand."
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"I would just like to take this opportunity to thank you for the ITIL training at HP in Newcastle 3 weeks ago. I received my results today and am happy to report that I passed with a score of 31. I hope the lack of beer in Saudi isn't too bad and just think of the enjoyment of your first pint of real ale when you get back on British soil. "