ITIL 5 Service

• Service managers and support managers responsible for delivering digital services and managing their performance across the full lifecycle.
• IT operations professionals, process owners, and service desk analysts who want to deepen their knowledge of managing and improving digital services.
• Product owners and IT project managers involved in the design, operation, and continual improvement of digital services.
• Digital transformation managers and Site Reliability Engineers (SRE) who need a structured framework for managing resilient and high-performing services.
• Holders of ITIL 5 Foundation or ITIL 4 certifications who are building their path towards the ITIL Managing Professional designation.

• Digital Products and Services: Understand the key concepts of digital product and service management and how they support value and performance from a service perspective.
• Service Value Co-Creation: Explore how services enable the co-creation of value with customers, partners, and stakeholders across the full lifecycle.
• Human-Centred Design and Service Quality: Learn how to apply human-centred, experience-led design to improve the perception and quality of services.
• Resilient and Adaptable Services: Discover how to develop resilient, sustainable, and adaptable services that respond effectively to change.
• Strategy and Service Alignment: Gain a clear understanding of how services connect strategic intent with consistent performance and value creation.
• Stakeholder-Aligned Services: Explore how to align services with real stakeholder needs to ensure relevance, clarity, and measurable outcomes.
• Continual Improvement: Learn how to use continual improvement and evidence-based decisions to increase value and reduce waste.
• Service Governance and Responsible Innovation: Understand how practical governance supports compliance, risk management, and responsible innovation.
• AI and Automation in Service Delivery: Find out how AI and automation enhance service capability while maintaining trust and accountability.

• Key Concepts of Digital Products and Services: The relationship between products, services, and value realisation from a service management perspective.
• Value Co-Creation with Customers and Stakeholders: How services connect providers, customers, and partners in the process of creating value.
• Experience-Led Design and Service Quality: Applying human-centred design to improve the perception, quality, and measurability of services.
• Service Resilience, Sustainability, and Adaptability: Methods for developing services capable of responding to changing conditions and requirements.
• Aligning Strategic Intent with Service Performance: Connecting strategy with day-to-day performance and value creation through services.
• Stakeholder Management and Service Relevance: Ensuring services meet real stakeholder needs and deliver measurable outcomes.
• Continual Improvement and Evidence-Based Decision-Making: Using data, metrics, and feedback loops to continuously increase value and eliminate waste.
• Service Governance, Compliance, and Risk Management: How practical governance supports responsible innovation and risk management in services.
• AI, Automation, and Trust in Service Delivery: Integrating AI and automation into service delivery while maintaining transparency and accountability.

• Course duration: 3 days.
• Prerequisites: ITIL 5 Foundation, ITIL 5 Foundation Bridge, or any ITIL 4 certification. Completion of accredited training is required.
• Exam: Open-book, online via PeopleCert, 90 minutes, 40 multiple-choice questions, passing score 70%.
• Language of instruction: English. Official study materials are in English.
• Certificate: PeopleCert ITIL® Service (Version 5), internationally recognised, renewal every 3 years (60 CPD points).
• Accreditation: Course delivered by an Accredited Training Organisation (ATO) Agilist s.r.o. certified by PeopleCert.

• ITIL 5 Service is one of four specialist modules leading to the ITIL 5 Managing Professional designation. The other modules are ITIL 5 Experience, ITIL 5 Product, and ITIL 5 Transformation.
• Completing all four Managing Professional stream modules leads to the prestigious ITIL® Managing Professional (Version 5) title, demonstrating advanced knowledge and skills in digital product and service management.

Previous courses

ITIL 5 Foundation Bridge [ITIL5FBR]

ITIL 5 Foundation [ITIL5FPT]

Next courses

ITIL 5 Transformation [ITIL5TFM]

Related courses

ITIL 5 Experience [ITIL5EXP]

ITIL 5 Product [ITIL5PROD]