New ITIL Service (Version 5) eLearning Package with Exam

ITIL® Service is designed for organizations that deliver and manage digital services – whether as their primary activity, as part of a broader portfolio, or in close collaboration with digital products. Digital services play a key role in how modern organizations co-create value with their customers, users, and other stakeholders: they enable new business capabilities, enhance existing ones, and provide access to the value delivered by digital products.

The publication builds on the official ITIL Foundation (Version 5) publication and focuses on how service management supports the digital product and service lifecycle. It explains how the eight activities of the digital service provider value chain – discover, design, acquire, build, transition, operate, deliver, and support – are interconnected in practice and how they can be applied flexibly, without a fixed sequence and often in parallel.

ITIL® Service takes a highly practical approach and provides immediately applicable guidance for service design, service delivery, operations, support, and continual improvement. Its role-specific guidance supports collaboration across different areas while emphasizing that effective service management is based on co-creating value: aligned thinking, clear responsibilities, and continual improvement across product suppliers, service providers, partners, and consumers.

• For modern digital organizations and professionals who design, deliver, support, and continually improve traditional and digital services in increasingly complex and interconnected environments.
• For professionals working at a strategic level (defining strategic direction, service portfolio management) or an operational level (day-to-day operations and service management) who want to align their activities across the entire digital product and service management lifecycle.
• For professionals working in service management and delivery, such as service owners, support managers, process owners, and incident, problem, and change management specialists.
• For professionals working in product and digital delivery roles, such as product owners, product managers, platform leads, and business analysts.
• For professionals working in architecture and design roles, such as enterprise architects, solution designers, and service designers.
• For software and application development teams, including developers, engineers, DevOps professionals, and site reliability engineers (SREs).
• For professionals working across multiple disciplines who want to ensure that service delivery within the organization does not operate in isolation, but in an aligned way focused on co-creating value.

The course provides a comprehensive overview of modern service management and covers the following key topics:

• Understanding the concept and role of digital services and placing them in the context of digital operations
• An overview of the complete service management lifecycle based on the ITIL model, covering the discover, design, acquire, build, transition, operate, deliver, and support activities
• Understanding the purpose, operation, and execution of each lifecycle activity, as well as the role of the supporting ITIL practices
• Identifying customer needs, market opportunities, and organizational and supplier capabilities to provide a foundation for service design
• Understanding service design, including architecture, functionality, user experience, scalability, warranties, and sustainability
• The process of acquiring and integrating the products, components, and resources required to create services
• Developing and testing integrated service solutions and preparing them for deployment and service delivery
• Deploying services, making them available to users, and ensuring the necessary collaboration, training, and communication
• Continual operation of services, including ensuring availability, performance, security, and stability, as well as the role of monitoring and reporting
• Service delivery, fulfilling service requests, managing users, and ensuring continual feedback collection
• Managing incidents and user issues, maintaining confidence in the service, and feeding lessons learned back into continual improvement
• Exploring operating models and organizational approaches that enable effective and scalable service management
• Exploring further learning opportunities and the role of related ITIL publications, as well as applying the ITIL Product and ITIL Service approaches together to support value creation

To complete the e-learning course, participants must hold an ITIL 4 Foundation certification. As the e-learning content, reference materials, and exam are all in English, at least a basic level of professional English reading proficiency is recommended. No other prior qualifications are required for the course. Basic knowledge of agile, lean, and agile IT concepts is an advantage but not a prerequisite.