ITIL® Service (Version 5) e-læring

ITIL® Service (Version 5) gives you the expertise to deliver resilient, high-performing digital services throughout their lifecycle. The course provides structured guidance on service relationships, service levels, operational reliability and continual improvement, helping you ensure consistent performance and measurable customer outcomes.

Through flexible, self-paced eLearning, you will learn how services enable value co-creation, how experience-led design improves service quality, and how governance, continual improvement and AI-enabled delivery support resilient and adaptable services. The course prepares you for the ITIL® Service (Version 5) certification exam.

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Audience

This course is suitable for professionals at any career stage who work with the delivery, support or improvement of digital services, including:

  • Service managers and support managers
  • Process owners and incident specialists
  • IT analysts and IT operations professionals
  • Service desk analysts
  • Product owners and IT project managers
  • Digital transformation managers
  • Site Reliability Engineers (SRE)

Learning Objectives

After completing the course, you will be able to:

  • Understand key concepts of digital product and service management from a service perspective
  • Explain how services 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 that respond effectively to change
  • Connect strategic intent with consistent service performance
  • Align services with real stakeholder needs to deliver measurable outcomes
  • Use continual improvement and evidence-based decisions to increase value and reduce waste
  • Understand how practical governance supports compliance, risk management and responsible innovation
  • Explain how AI and automation strengthen service capability while maintaining trust and accountability

Prerequisites

Candidates must hold one of the following:

  • Any ITIL 4 certification
  • ITIL® Foundation (Version 5)
  • ITIL® Foundation Bridge (Version 5)

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 10–12 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Digital Products and Services

Core concepts of digital product and service management and how they support value and performance from a service perspective.

Service Value Co-creation

How services enable value to be created together with customers, partners and other stakeholders across the lifecycle.

Experience-Led Service Quality

How human-centred, experience-led design improves how services are perceived, delivered and measured.

Resilient and Adaptable Services

How to build services that are resilient, sustainable and able to adapt effectively to change.

Strategy and Service Alignment

How services connect strategic intent with consistent performance and value creation.

Stakeholder-Aligned Services

How to align services with actual stakeholder needs to ensure relevance, clarity and measurable outcomes.

Continual Improvement

How continual improvement and evidence-based decisions increase value and reduce waste.

Service Governance and Innovation

How practical governance supports compliance, risk management and responsible innovation.

AI-Enabled Service Delivery

How AI and automation can enhance service capability while maintaining trust and accountability.

 

Certification Exam

The course prepares you for the official ITIL® Service (Version 5) certification exam.

  • 40 multiple-choice questions
  • 90 minutes
  • Open book
  • 70% required to pass
  • Exam voucher included

The exam is taken digitally via PeopleCert