ITIL Service (Version 5)

The ITIL® Service (Version 5) course provides practical guidance for designing, delivering and improving digital services to enable consistent value creation and high-quality customer experiences. It equips professionals with the capabilities to manage services effectively across their entire lifecycle, ensuring resilience, responsiveness and alignment with business outcomes. 

Building on the ITIL framework, this course introduces a unified approach to product and service management, with a strong focus on service-related activities. Participants will learn how to align people, processes and technology to deliver reliable, customer-centric services while supporting organisational goals and digital transformation initiatives. 

The course covers the full service lifecycle—from discovery and design through to operation, delivery and support—highlighting how value is co-created through effective service management practices. It also incorporates modern approaches such as Agile, DevOps and AI-enabled service delivery to help organizations improve efficiency, reduce silos and enhance service performance.

By the end of the course, participants will understand how to build, operate and continually improve services that deliver measurable value and superior customer experiences in today’s dynamic digital environments.

Upon completion of this course, you will be able to:

• Understand the key concepts of digital products and services and how services create value
• Describe the characteristics of high-performing digital services
• Explain the ITIL Product and Service Lifecycle and its management activities:
  • Discover
  • Design
  • Acquire
  • Build
  • Transition
  • Operate
  • Deliver
  • Support
• Understand how value chain activities enable end-to-end service lifecycle management
• Apply practical approaches to managing service lifecycle activities effectively
• Understand key service management practices including incident, problem, request and change management
• Identify critical success factors, metrics and outputs across service lifecycle stages
• Understand how to align service delivery with business objectives and customer outcomes
• Describe how to structure operating models and teams for effective service management
• Understand how AI, automation and digital technologies enhance service delivery
• Explain how ITIL integrates with Agile, DevOps and other modern frameworks
• Apply ITIL principles to improve service quality, reliability and performance

By completing this course, you will:

• Gain the ability to manage services effectively across the full lifecycle, from design to continual improvement.
• Enhance your capability to deliver reliable, resilient and high-quality digital services.
• Improve alignment between service delivery and business objectives.
• Strengthen collaboration across teams by integrating service management practices.
• Reduce silos and enable more efficient, agile ways of working.
• Apply best practices across incident, request, problem and change management.
• Leverage automation, AI and modern tools to improve service performance and responsiveness.
• Improve customer satisfaction through better service design and delivery.
• Position yourself to drive service excellence and digital transformation initiatives.

Candidates who attend the course will be eligible to sit the ITIL® Service (Version 5) certification examination.

Prerequisite:

• Candidates must hold either the ITIL® 4 Foundation certification or the ITIL® (Version 5) Foundation certification before taking the ITIL® Service (Version 5) examination. 

About the examination:

• Exam duration: 90 minutes
• Exam format: 40 questions, multiple-choice, open book
• Question types: Standard MCQs, list-based and scenario-based questions
• Delivery: Online, web-proctored

Successful participants will be awarded the ITIL® Service (Version 5) certification.

Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.