New ITIL Service (Version 5) Training + Exam

ITIL® Service is designed for organizations that deliver and manage digital services – whether as their primary business 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) book 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, rather than in a fixed sequence, 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 through aligned thinking, clear responsibilities, and continual improvement across product suppliers, service providers, partners, and consumers.

• Modern digital organizations and professionals who design, deliver, support, and continually improve traditional and digital services in increasingly complex and interconnected environments.
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• Professionals working at a strategic level (setting strategic direction, managing service portfolios) 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.
• Professionals working in service management and delivery, such as service owners, support managers, process owners, and incident, problem, and change management specialists.
• Professionals working in product and digital delivery roles, such as product owners, product managers, platform leads, and business analysts.
• Professionals working in architecture and design roles, such as enterprise architects, solution designers, and service designers.
• Software and application development teams, including developers, engineers, DevOps professionals, and site reliability engineers (SREs).
• Professionals working across multiple disciplines who want to ensure that service delivery within the organization does not operate in isolation but is aligned around the co-creation of value.
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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
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• Exploring 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 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, warranty, and sustainability
• Understanding the process of acquiring and integrating the products, components, and resources required to create services
• Developing, testing, and preparing integrated service solutions for deployment and service delivery
• Deploying services and making them available to users, while ensuring the necessary collaboration, training, and communication
• Managing the continual operation of services, including availability, performance, security, and stability, as well as the role of monitoring and reporting
• Managing service delivery, fulfilling service requests, supporting users, and ensuring continual feedback collection
• Managing incidents and user issues, maintaining confidence in services, 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 related ITIL publications, as well as the combined application of ITIL Product and ITIL Service approaches to support value creation
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The ITIL® Service course is one of the advanced modules within the ITIL v5 certification scheme. Therefore, participation in the course and taking the exam require an ITIL® Foundation-level certification (ITIL® 4 or ITIL® 5). ITIL Foundation is the only mandatory entry point for all Core modules, including ITIL Service, providing the essential knowledge required to progress.

The course builds on the fundamental concepts and principles of ITIL, so participants are expected to have a basic understanding of service management and value creation. Building on these foundations, ITIL Service introduces an advanced approach to digital service management.

The ITIL Service module is a mandatory component of the ITIL Managing Professional designation, making it particularly relevant for professionals who aim to achieve this certification. The course can also be completed as a standalone module; however, it provides the greatest value when taken as part of the complete ITIL certification pathway.

From a practical perspective, participants are recommended to have experience in IT, service management, operations, or digital service delivery, as the course specifically focuses on aligning and improving these areas.