Course Description

Objectives

All our courses have a strong practical component. The theoretical part is constantly complemented by exercises on real service management scenarios.

The skills acquired, when applied to your own work context, can contribute to:

• Improving the quality and reliability of digital services
• Better understanding the connection between services, stakeholders, and business outcomes
• Clarifying roles, responsibilities, and service control mechanisms
• Mastering ITIL v5 Service terminology and framework structure
• Supporting continuity, improvement, and operational consistency
• Integrating service management, measurement, and continual improvement more effectively
• Managing service value co-creation and stakeholder alignment
• Applying experience-led service design and quality principles

At the end of each section, there will be a hands-on exercise to consolidate the concepts covered and familiarize participants with the exam question format.

This course leads to the ITIL® Service (Version 5) certification exam, which is part of the ITIL Managing Professional stream. Passing this exam allows you to continue on to advanced modules (ITIL Managing Professional, ITIL Strategic Leader, ITIL Master).

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 Contents

• Introduction to 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
• AI-enabled service activities across design, validation, and operations
• Exercises and exam simulations

Instructors

BITIL.COM instructors are accredited ITIL trainers (Accredited Trainer) certified by PeopleCert to teach and supervise certification exams. They are specialists in IT Service Management with many years of experience in service design, operations, governance, and digital transformation across medium and large IT organizations.

This ITIL® course is offered by BITIL.COM, an Accredited Training Organization (ATO) of PeopleCert.