Course Details
Course Code: ITIL® Service Version 5; Duration: 3 Days; Instructor Led
Delivering high-quality digital services consistently — across teams, systems, and customer touchpoints — is one of the most pressing challenges facing IT and service organisations today. The ITIL® Service (Version 5) certification provides a structured, globally recognised framework for managing service relationships, service levels, operational reliability, and continual improvement across the full digital service lifecycle.
This course goes beyond theory. Grounded in the ITIL Product and Service Lifecycle Model, it equips you with the practical skills to manage services that are resilient, measurable, and aligned to real business outcomes. Whether you are a service manager looking to sharpen your approach, or an IT professional building towards a senior role, this certification gives you a clear professional advantage in a competitive field.
This course is associated with ITIL Service Version 5 certification.
Audience
This course suits professionals who manage, support, or shape digital service delivery:
- IT & Service Professionals: IT managers, service managers, service owners, operations leads
- Product & Delivery Teams: product managers, DevOps practitioners, site reliability engineers
- Business & Strategy Roles: business analysts, enterprise architects, senior IT consultants
- Governance & Risk Professionals: IT governance leads, compliance officers, sourcing and vendor managers
Prerequisites
ITIL Foundation Version 5 certificate is required.
Methodology
This program will be conducted with interactive lectures, PowerPoint presentations, discussions and practical exercise
Course Objectives
Following the completion of the course, you will be able to:
- Understand the key concepts of digital products and services from a service management perspective
- Explain the scope, purpose, benefits, and challenges of the ITIL Product and Service Lifecycle Model
- Describe how value chain activities support the full service lifecycle
- Apply the purpose, steps, roles, outputs, critical success factors (CSFs), and metrics for each lifecycle activity
- Explain how management practices enable value chain activities
- Describe how operating models and value streams support digital service management
- Understand how AI, automation, PRINCE2, and DevOps strengthen lifecycle delivery
Outlines
Module 1: ITIL Foundation Recap & Digital Products Overview
- Introduction to digital products and services
- Benefits and challenges of the ITIL Product and Service Lifecycle from a service provider perspective
Module 2: Discover
- Purpose, key concepts, and practices of the Discover activity
- Steps, outputs, success factors, and metrics
Module 3: Design
- Purpose, key concepts, and practices of the Design activity
- Steps, outputs, success factors, and metrics
Module 4: Acquire
- Purpose, key concepts, and practices of the Acquire activity
- Steps, outputs, success factors, and metrics
Module 5: Build
- Purpose, key concepts, and practices of the Build activity
- Steps, outputs, success factors, and metrics
Module 6: Transition
- Purpose, key concepts, and practices of the Transition activity
- Steps, outputs, success factors, and metrics
Module 7: Operate
- Purpose, key concepts, and practices of the Operate activity
- Steps, outputs, success factors, and metrics
Module 8: Deliver
- Purpose, key concepts, and practices of the Deliver activity
- Steps, outputs, success factors, and metrics
Module 9: Support
- Purpose, key concepts, and practices of the Support activity
- Steps, outputs, success factors, and metrics
Module 10: Managing the End-to-End Lifecycle
- Full lifecycle integration and management
- The ITIL AI Capability Model
- How AI and automation reshape service management methods and tools
Module 11: ITIL and Complementary Frameworks
- How ITIL and DevOps work together across the digital service lifecycle
- How ITIL and PRINCE2 complement each other in service lifecycle delivery
