ITIL Service (Version 5) equips you with the expertise to deliver resilient, high-performing digital services across the full lifecycle. It provides structured guidance for managing service relationships, service levels, operational reliability, and continual improvement, ensuring consistent performance, resilience, and measurable customer outcomes.
Overview
ITIL® Service (Version 5) is intended to provide candidates with the guidance needed to achieve excellence in digital service management, in alignment with the ITIL guidance. Furthermore, it provides practical direction to help candidates align people, processes, and technology, to manage services across the full lifecycle, ensuring resilience, responsiveness, and customer
satisfaction.
Skills Covered
- Digital products and services
-
Service value co‑creation
- Experience‑led service quality
- Resilient and adaptable services
- Strategy and service alignment
- Stakeholder‑aligned services
- Continual improvement
- Service governance and innovation
- AI‑enabled service delivery
Prerequisites
ITIL Foundation (Version 5) is a prerequisite for all the ITIL (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.
Target Audience
- Individuals looking to understand the role IT and digital enabled services in relation to the environment and exploring opportunities to positively impact it.
- Individuals working in other parts of IT (digital, product, development) with strong interface with service delivery
- Existing ITIL qualification holders wishing to update their knowledge
- IT/Digital/Service Architects and Strategists
Module 1: Digital products and services
- Introduction to digital products and services
- The digital product and service lifecycle management activities
Module 2: Discover
- Key concepts and practices of the ‘discover’ activity
- Steps and outputs of the ‘discover’ activity
- Success factors and metrics of the ‘discover’ activity
Module 3: Design
- Key concepts and practices of the ‘design’ activity
- Steps and outputs of the ‘design’ activity
- Success factors and metrics of the ‘design’ activity
Module 4: Acquire
- Key concepts and practices of the ‘acquire’ activity
- Steps and outputs of the ‘acquire’ activity
- Success factors and metrics of the ‘acquire’ activity
Module 5: Build
- Key concepts and practices of the ‘build’ activity
- Steps and outputs of the ‘build’ activity
- Success factors and metrics of the ‘build’ activity
Module 6: Transition
- Key concepts and practices of the ‘transition’ activity
- Steps and outputs of the ‘transition’ activity
- Success factors and metrics of the ‘transition’ activity
Module 7: Operate
- Key concepts and practices of the ‘operate’ activity
- Steps and outputs of the ‘operate’ activity
- Success factors and metrics of the ‘operate’ activity
Module 8: Deliver
- Key concepts and practices of the ‘deliver’ activity
- Steps and outputs of the ‘deliver’ activity
- Success factors and metrics of the ‘deliver’ activity
Module 9: Support
- Key concepts and practices of the ‘support’ activity
- Steps and outputs of the ‘support’ activity
- Success factors and metrics of the ‘support’ activity
Module 10: The ITIL Product and Service Lifecycle
- Managing the end-to-end lifecycle
- ITIL, AI, and other frameworks
Dates & Locations
August 5, 2026 - August 7, 2026
August 5, 2026 - August 7, 2026
October 28, 2026 - October 30, 2026
October 28, 2026 - October 30, 2026
December 16, 2026 - December 18, 2026
December 16, 2026 - December 18, 2026
Exam & Certification
The ITIL Service (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the ITIL framework concepts, as described in the syllabus below, to be awarded the ITIL Service (Version 5) qualification.
- Material allowed: ITIL Service (Version 5)
- Exam duration: 90 minutes
- Number of marks: 40 marks
- Pass mark: 28 marks
- Bloom’s Level (BL): BL 2 and 3
- Exam format: Scenario
- Question types: Multiple Choice Questions (MCQs)
Training & Certification Guide
Frequently Asked Questions
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