ITIL® Service (Version 5)

This course is designed for leaders and professionals who need to understand and manage the end-to-end service lifecycle with clarity and confidence. You’ll learn how to translate customer service needs into the right solutions, designing, delivering, supporting, and continually improving value-creating services. ITIL® Service helps professionals and organisations strengthen service management in the digital world using ITIL®, the globally trusted framework adopted worldwide to improve performance and increase value from products and services.
ITIL® Service defines a service as a means of enabling value co-creation by helping customers achieve outcomes without having to manage specific costs and risks. Services aren’t just technical solutions; they are structured systems of design, delivery, support, and improvement that evolve over time. By positioning services as a core organisational capability, ITIL® Service connects day-to-day operations to strategic outcomes, and sets the foundation for why experience matters, shaping not only what is delivered, but how outcomes are perceived, trusted, and sustained.

Advance your career with the ITIL® Service course, crafted by the creators of ITIL®: Course, Online proctored exam voucher, Offical eBook and Online Training Material, all in one bundle!

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

ITIL® Service speaks to a broad and collaborative professional community, including:

• Service management and delivery roles: service owners, support managers, process leads, and specialists in incident, problem, and change management.
• Product and digital delivery roles: product owners, product managers, platform leads, and business analysts.
• Architecture and design functions: enterprise architects, solution designers, and service designers.
• Software and application development teams: developers, engineers, DevOps practitioners, and site reliability engineers (SREs).

ITIL 4 Foundation or ITIL® Foundation (Version 5) certification are prerequisites for the ITIL (Version 5) Advanced level qualifications.

At the end of your ITIL® Service (Version 5) course, you will be able to:

• Understand the key concepts of digital products and services.
• Explain the scope, purpose, benefits, and challenges of the ITIL Product and Service Lifecycle Model.
• Describe how organizational value chain activities support the ITIL Product and Service Lifecycle.
• Apply the purpose, scope, steps, roles, outputs, critical success factors (CSFs), metrics, and practical recommendations for each lifecycle activity.
• Explain how management practices enable and support service lifecycle activities.
• Explain how operating models, service value streams, and organizational structures contribute to successful digital service management.
• Understand how AI, automation, and complementary frameworks (PRINCE2, DevOps) support and enhance service management practices and service delivery across the lifecycle.

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‑centred, 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 align with real stakeholder needs to ensure relevance, clarity, and deliver 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.

To be awarded the ITIL Service qualification, you must complete the examination after the course.