ITIL® v5 Service

ITIL® (Version 5) Service is the advanced module dedicated to the design, delivery, control, and improvement of digital services in a modern service management context. This intensive course helps you understand how to manage services in alignment with the ITIL (Version 5) framework, connecting operational performance, value, service quality, and stakeholder experience.

Course Duration: 14 hours | Exam Duration: 90 minutes | Language: Italian / English | Exam Language: ITA / ENG

Course Overview

ITIL Service (Version 5) addresses the service perspective of digital product and service management. It focuses on:

• Service value co-creation and stakeholder alignment
• Experience-led service design and quality
• Governance, risk, and responsible innovation
• Continual improvement using evidence-based decision-making
• AI-enabled service activities across design, validation, and operations

Course Objectives

The goal is to develop competencies for governing the entire lifecycle of digital services, improving quality, consistency, measurability, and operational effectiveness. The module explores how services are designed, supported, controlled, and continuously improved within a value-oriented organization.

Upon applying what you learn in your work context, you will be able to:

• Improve the quality and reliability of digital services
• Better understand the connection between services, stakeholders, and business outcomes
• Clarify roles, responsibilities, and service control mechanisms
• Support continuity, improvement, and operational consistency
• Integrate service management, measurement, and continual improvement more effectively

Who Should Attend

• Service Managers and IT Managers
• Operations and Support Managers
• Process Owners and Service Owners
• ITSM professionals looking to advance beyond Foundation
• Quality, improvement, and service governance managers
• Anyone seeking to strengthen digital service management in a modern, structured way

Course Syllabus

• Service management principles in ITIL v5
• Service, value, and outcomes: how services contribute to organizational objectives
• Digital service design and delivery
• Service quality, performance, and reliability
• Service roles, responsibilities, and governance
• Service measurement: indicators, outcomes, and monitoring
• Operational service management and support
• Continual service improvement
• Integration with ITSM practices, Agile, and digital delivery models
• Exercises and exam simulations

Certification Path

ITIL Service (Version 5) is one of the modules within the ITIL Managing Professional stream. Completing ITIL Service together with ITIL Product, ITIL Experience, and ITIL Transformation leads to the ITIL Managing Professional designation.

Prerequisites: Any ITIL 4 certification OR ITIL Foundation (Version 5) OR ITIL Foundation Bridge (Version 5).

Teaching Approach

The course is practical and interactive, featuring case studies, guided discussions, application examples, and exam simulations to transfer concepts into real work contexts. Exercises follow each section to consolidate learning and familiarize you with the module language and exam question format.

Instructors

BITIL.COM instructors are accredited for ITIL teaching and have years of experience in IT Service Management, service design, operations, governance, and digital transformation.

ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.