ITIL® Service Course & Examination

ITIL is the Global Best Practice framework for Digital Product and Service Management. Adopted by over 3M professionals worldwide, powering 82% of the Fortune 500, and built on the trust of over 50,000 organisations, ITIL has long set the standard for excellence in service management.

ITIL Version 5 is an evolution of ITL 4. It goes beyond ITSM - as IT roles move to the front lines of the business, it’s relevant wherever digital products and services create value. ITIL (Version 5) is the next evolution of the world’s most trusted management framework. It’s designed for AI-driven, digital-first organisations and expands ITIL from service management to full digital product and service management. 

ITIL (Version 5) guides organisations in managing digital products, services, customer experience and end-to-end digital operations in a structured and future-ready way. 

Many organisations manage products and services separately, creating gaps in delivery, reliability and customer experience. In reality Product and Services are the same side of the coin: 

• Products are what organisations build 
• Services are how value is delivered and supported 

Digital products and services are two sides of one solution. ITIL (Version 5) unifies them into one lifecycle so teams can: 

• Design together 
• Build and launch together 
• Operate and improve together 

The result: faster delivery, fewer gaps, better experiences, stronger business outcomes. 

About the ITIL Service course 

ITIL® Service is an essential guide to delivering reliable, outcome-driven services. It provides a practical, step-by-step approach to managing services across the full lifecycle, supporting resilience, responsiveness, and customer satisfaction. The framework is flexible and integrates with Agile, DevOps, and Lean ways of working, enabling effective service delivery and continual improvement across industries and organisations of any size.

ITIL Service is designed for modern digital organisations and the professionals who shape, deliver, support, and evolve both traditional and digital services in increasingly complex, interconnected environments. Whether you’re focused on long-term strategic direction or day-to-day operations, it helps align service efforts across the full digital product and service management (DPSM) lifecycle.

ITIL Service (Version 5) provides candidates with:

• A comprehensive approach to service design, delivery, and continual improvement
• Clear guidance on aligning services with value co-creation
• Integration of service management with AI and modern, adaptive ways of working

Building on ITIL Foundation (Version 5), ITIL Service focuses on how service management enables the Digital Product and Service Lifecycle. It explains how the eight activities of the digital service provider’s value chain connect in practice, applied as needed, in any sequence, and often concurrently.

Practical and directly applicable, ITIL Service includes role-specific insights that can be used immediately across service design, delivery, operations, support, and improvement. Above all, it emphasises that effective service management is achieved through co-creation: connected thinking, clear responsibilities, and continual improvement across product vendors, service providers, partners, and consumers.

What will I learn in this course? 

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.

There is an examination at the end of this course, this will test your understanding of the content. Upon passing the examination you will be awarded with the ITIL Service (Version 5) Certification. 

Who should attend? 

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).
  

Are there any prerequisites for this course? 

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

What are the exam requirements and pass mark? 

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 course syllabus, to be awarded the ITIL Service (Version 5) qualification.

To be awarded the ITIL Service qualification, you must complete the examination:

• A 90-minute, 40 question, multiple-choice exam is administered by the global examination body, PeopleCert.
• This is an ‘open book’ exam. The ITIL® Service (Version 5) Official Book and the Scenario Booklet are allowed, but no other material is allowed
• The passing mark required to receive your certificate to tbc. 
  

Attending this course will prepare candidates for the examination leading to the ITIL® Service (Version 5) Certificate.

How is the exam conducted? 

If you attend a virtual classroom course with us, you will be provided an online exam voucher on the first day of your course. You’ll receive an email from PeopleCert with instructions on how to register and book your exam online. 

• Scheduling: You can book your exam on the PeopleCert website, at a time that suits you. The schedule is available 24/7.
• Before the exam (online proctoring): A live proctor will confirm your identity (photo ID required) using your webcam.
• Duration: The online exam duration is 90 minutes; we recommend you allow an extra 30 minutes for setup and authentication.
• Requirements: A computer, webcam, speakers, a quiet private space, and a stable internet connection. 
• Results: Preliminary results are usually available immediately after you finish.
• Voucher validity: Your exam voucher is valid for 12 months, but we recommend sitting the exam as soon as possible after the course while the content is fresh.

We provide more comprehensive information and guidance on the exam requirements in our learning portal. Your instructor will also provide information during your course.

How is this course delivered? 

Virtual Classroom
Our publicly scheduled courses are delivered in our virtual classroom over 3-days. These courses are scheduled approx. twice per 6 months, across multiple time zones. Our instructors are experts who are able to bring the ITIL concepts to life, providing real-world examples and relevance to your role. 

Self-Paced Online
This course will be available in our eLearning, self-paced online delivery method with access for 12-months. Please register your interest if you would like first access when this is available. 

Onsite or Private courses
Bring us onsite, our facilitator can come to you and we can deliver courses for your team at your premises. Private courses can also be conducted in our virtual classroom on dates and times that suit your teams. This is a great option if you have a remote or hybrid workforce. Request a quote and our team will be in touch and provide you with a proposal. 

What is included in your course fee? 

Our ITIL Service course comes with:    

• Access to PeopleCert official training e-materials, these are available through our ITSM Hub learning portal. The Learner Kit includes:  
  • Official Learner Workbook for students to download, or view on laptop or tablet devices 
  • Official ITIL practice exams 
  • Quick reference guide to assist with exam preparation
• ITIL® Service (Version 5) online exam voucher from PeopleCert, this is valid for 12-months from the date of issue. Please see exam section for requirements. 
• The official ITIL publication as an eBook, accessible through the PeopleCert exam portal.   
• Post course assistance, our instructors are available after your course to support you with study or answer any questions. 

ITIL Version 5 Qualification Scheme 

The ITIL (Version 5) qualification scheme has nine core modules and one extension module. ITIL Foundation is the beginning course, and the certification is a pre-requisite for the eight advanced modules.  

There are three learning streams, each leading to a professional designation: 

• ITIL Practice Manager (Version 5) 
• ITIL Managing Professional (Version 5)  
• ITIL Strategic Leader (Version 5) 

The ITIL Service certification is one of the 5 certifications needed to achieve ITIL Managing Professional (Version 5). The Managing Professional stream develops advanced capability in product delivery, service management, experience management, and organisational improvement. 

To achieve this designation, candidates are required to certify with ITIL Foundation (ITIL 4 or Version 5) and the following modules: ITIL Product, ITIL Service, ITIL Experience and ITIL Transformation. 

Register your interest 

Join our waitlist so you can be first to know more and be one of the first people in the world to experience this course. Register here