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ITIL® Service (Version 5)

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. Add the PeopleCert Membership+ to your course and receive these additional benefits: 1-year PeopleCert membership + Subscription 1 Free Exam Retake
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Course Overview

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. Add the PeopleCert Membership+ to your course and receive these additional benefits: 1-year PeopleCert membership + Subscription 1 Free Exam Retake
  • Scroll right to view Objectives, Prerequisites, and Agenda

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

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

Module 1: Digital Products and Services

  • Definition and characteristics of digital products
  • How digital products create value and enable services
  • Relationships between digital products, services, and service offerings
  • Overview of the ITIL Product and Service Lifecycle from a product perspective

Module 2: Discover

  • Understanding consumer needs, market context, and product direction
  • Aligning product vision, positioning, and portfolio decisions
  • Applying discovery at organizational, portfolio, and product levels
  • Assessing context, agreeing objectives, prioritizing initiatives, and communicating roadmap changes

Module 3: Design

  • Human centered and holistic product design principles
  • Designing product capabilities, interfaces, and workflows
  • Creating product specifications and prototypes
  • Translating product direction into actionable designs

Module 4: Acquire

  • Acquiring technology, people, and third party services for products
  • Evaluating sourcing options and acquisition strategies
  • Managing suppliers and internal capabilities
  • Ensuring acquired resources support product lifecycle needs

Module 5: Build

  • Integrating design into build activities
  • Developing and testing product components and integrations
  • Managing iterative development and quality controls
  • Preparing products for transition and use

Module 6: Transition

  • Transitioning products into live environments
  • Managing releases, deployments, and change
  • Ensuring product readiness, knowledge transfer, and risk management
  • Stabilizing products during early life support

Module 7: Operate

  • Operating digital products reliably and securely
  • Monitoring product performance, availability, and capacity
  • Managing incidents and operational issues
  • Maintaining product stability and operational effectiveness

Module 8: Deliver

  • Delivering product enabled services to consumers
  • Managing onboarding, access, and service interactions
  • Supporting service consumption through products
  • Maintaining service quality and stakeholder relationships

Module 9: Support

  • Supporting products during normal operation and disruption
  • Managing problems, known errors, and recovery activities
  • Using knowledge to improve product support effectiveness
  • Reducing recurrence and improving product resilience

Module 10: Lifecycle Management

  • Managing digital products end to end across the lifecycle
  • Integrating lifecycle activities into product value streams
  • Governing products for consistency, sustainability, and improvement
  • Applying continual improvement to product management

Module 11: ITIL and Other Frameworks

  • Integrating ITIL Product with DevOps practices
  • Aligning ITIL Product with PRINCE2 and project delivery
  • Using AI and automation to support product management
  • Applying governance and decision support across the product lifecycle
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