ITIL® Service (Version 5)

Course Outline
Delivering Resilient, High-Performing Digital Services Across the Full Lifecycle
A practical course based on the official PeopleCert information for ITIL Service (Version 5).
ITIL Service (Version 5) equips professionals 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, with a focus on consistent performance, resilience, and measurable customer outcomes.
What Makes ITIL Service (Version 5) Different?
• End-to-end digital service management across the full lifecycle.
• Service value co-creation with customers, partners, and stakeholders.
• Experience-led, human-centred service quality.
• Resilient, sustainable, and adaptable services designed to respond to change.
• Clear alignment between strategy, service performance, and value creation.
• Stakeholder-aligned services with measurable outcomes.
• Continual improvement driven by evidence and reduced waste.
• Practical service governance supporting compliance, risk management, and responsible innovation.
• AI and automation used to enhance service capability while maintaining trust and accountability.
Key Outcome
Participants develop the capability to deliver, manage, and improve digital services from start to finish, applying the ITIL Product and Service Lifecycle and coordinating people, processes, and technology for resilient, responsive, customer-centred service delivery.

Day 1
Digital Services, Value Co-Creation, and Service Quality
Day Objective
Build a service-management perspective focused on value, performance, experience, stakeholder needs, and the role of digital services in achieving business outcomes.
Topics
• Digital products and services — key concepts from a service perspective.
• Service value co-creation with customers, partners, and stakeholders.
• Service relationships and stakeholder alignment across the lifecycle.
• Experience-led service quality and human-centred design.
• Service quality as a combination of performance, resilience, usability, and perceived value.
• Service strategy and alignment — connecting strategic intent with consistent service performance.
• Service levels, performance expectations, and measurable customer outcomes.
• Evidence-based decisions and the use of service performance information.
• Responsible use of AI and automation in digital service delivery.
Practical Exercises
• Map a service relationship and identify the roles of customers, users, partners, and service providers.
• Define measurable service outcomes and performance indicators for a sample digital service.
• Identify gaps between technical performance and stakeholder expectations.
• Case study: improving the quality and perceived value of a critical digital service.
Expected Outcome
Participants begin to view service management as a value-creation discipline that combines operational performance, stakeholder needs, experience, and resilience.

Day 2
Service Lifecycle: Discover, Design, Acquire, Build, and Transition
Day Objective
Understand how digital services are developed and evolved through an integrated lifecycle, with attention to quality, governance, risk, and readiness.
Topics
• Discover — identifying service needs, opportunities, constraints, and stakeholder expectations.
• Design — designing services for quality, experience, resilience, sustainability, and measurable outcomes.
• Acquire — obtaining the capabilities, technology, resources, and supplier support needed to enable services.
• Build — creating and integrating service capabilities while maintaining quality and control.
• Transition — moving services into operational use in a controlled and risk-aware way.
• Service relationships across lifecycle activities.
• Service level and performance considerations from design through transition.
• Operational readiness and continuity considerations.
• Governance, compliance, risk management, and responsible innovation.
• Breaking down silos and aligning service delivery with business objectives.
Practical Exercises
• Build an end-to-end lifecycle map for a digital service.
• Identify service requirements and translate them into design and performance considerations.
• Evaluate acquisition and supplier dependencies.
• Create transition-readiness criteria for a service entering operation.
• Scenario workshop: balancing speed, risk, quality, resilience, and stakeholder expectations.
Expected Outcome
Participants can connect service strategy, design, acquisition, build, and transition into one coherent lifecycle rather than treating service activities as isolated processes.

Day 3
Operate, Deliver, Support, Reliability, and Continual Improvement
Day Objective
Apply practical guidance for reliable service operations, service delivery, support, service levels, incident/problem management, and continual improvement.
Topics
• Operate — maintaining reliable, resilient, and responsive service operations.
• Deliver — managing service performance, service levels, and stakeholder commitments.
• Support — structured support workflows, incident handling, problem management, escalation, and major incidents.
• Incident Management and effective incident resolution.
• Problem Management and learning from recurring or significant issues.
• Release and Deployment.
• Service Request Management.
• Service Level Management and performance management.
• Configuration and Asset Management.
• Monitoring and Event Management.
• Service Continuity Management and operational resilience.
• Continual Improvement using evidence, feedback, performance information, and measurable outcomes.
• AI and automation across service delivery and operations, with trust and accountability.
Practical Exercises
• Incident scenario: coordinate response, communication, escalation, and recovery.
• Problem scenario: identify underlying causes and define improvement actions.
• Develop service-level measures and review service performance against stakeholder expectations.
• Design a monitoring and event-management approach for a critical service.
• Continuity scenario: assess resilience and recovery requirements.
• Build a continual-improvement cycle based on evidence and service performance data.
Final Exam Preparation
• Review the eight lifecycle activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support.
• Review key service-management practices and their relationships.
• Practice scenario-based questions and application of ITIL guidance.
• Review common mistakes and time-management techniques.
• Prepare for the official PeopleCert open-book examination.

What You Will Learn
Core Knowledge and Skills
• Understand digital products and services from a service-management perspective.
• Enable value co-creation with customers, partners, and stakeholders.
• Apply human-centred, experience-led design to improve service quality.
• Develop resilient, sustainable, and adaptable services.
• Connect service strategy with performance and value creation.
• Align services with stakeholder needs and measurable outcomes.
• Apply continual improvement and evidence-based decision-making.
• Use practical governance for compliance, risk management, and responsible innovation.
• Use AI and automation to enhance service capability while maintaining trust and accountability.
• Apply the eight lifecycle activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support.
• Manage service operations, incidents, problems, releases, service requests, service levels, configuration/assets, monitoring/events, and service continuity.
• Coordinate people, processes, and technology to sustain effective service delivery.
Who Is the Course For?
PeopleCert states that ITIL Service (Version 5) is suitable for professionals at any career stage. The certification is particularly relevant to:
• Service Manager
• Support Manager
• Incident Specialist
• Process Owner
• IT Analyst
• IT Operations Professional
• Service Desk Analyst
• Product Owner
• IT Project Manager
• Digital Transformation Manager
• Site Reliability Engineer (SRE)
It is also relevant to professionals working in service management and service delivery, product and digital delivery, architecture and service design, and software/application development teams.
Official eLearning Format
• 18 hours of interactive content.
• Self-paced learning with bite-sized modules.
• Practical exercises and quizzes.
• Scenario-based case studies.
• Real-time progress tracking.
• Embedded glossary with key terminology.
• Seamless, device-friendly integration.

PeopleCert® International Certification Exam
Upon meeting the module requirements, participants can take the official PeopleCert ITIL Service (Version 5) certification exam.
Exam Format
• 40 questions.
• Multiple choice.
• 90 minutes.
• Open book.
• Minimum required score to pass: 70%.
Exam Language
The official PeopleCert page currently lists English as the available exam language for ITIL Service (Version 5).
Certification Requirements
• Any ITIL 4 certification, or ITIL Foundation (Version 5), or ITIL Foundation Bridge (Version 5).
• Training through an Accredited Training Organization or ITIL Official eLearning.
• Exam results will not be released without proof of completion of the training requirement.
Official Materials
• Official eBook — a definitive introduction to ITIL best practice and a reference for exam preparation, work, further study, and professional development.
• Learning Resource Kit — official training materials including a detailed Learner Workbook and Quick Reference Guide.
Keeping the Certification Current
• Renewal every 3 years.
• 60 CPD points are needed for renewal through PeopleCert Membership.
• Alternatively, certification can be kept current by enrolling in a different course from the same Product Suite and successfully completing the corresponding exam before the renewal date.