Course Outline
ITIL® Service (Version 5)
This is a 3 day, instructor-led course.
ITIL® Service (Version 5) is intended to provide candidates with the guidance needed to achieve excellence in digital service management, in alignment with the ITIL guidance. Furthermore, it provides practical direction to help candidates align people, processes, and technology, to manage services across the full lifecycle, ensuring resilience, responsiveness, and customer satisfaction.
The ITIL Service (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the ITIL framework concepts, as described in the syllabus below, to be awarded the ITIL Service (Version 5) qualification. ITIL Foundation (Version 5) is a prerequisite for all the ITIL (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.
Upon successful completion of this course, you will have the skills necessary to:
• Manage products and services holistically across their lifecycle, from a service perspective, enabling superior experiences
• Turn knowledge into practical action to drive service excellence
• Deliver AI-native services while remaining human-centric
• Enhance services with digital and AI capabilities, responsibly and effectively
• Speak a common language across teams to enable winning services.
Before attending this course, delegates must have attained one of the following certifications:
• ITIL® 4 Foundation examination
• ITIL® (Version 5) Foundation examination
This can be achieved by attending one of the following courses:
• ITIL® (Version 5) Foundation – 2 day course
or
• ITIL® (Version 5) Foundation – 3 day course
The exam is 90 minutes long with 40 multiple choice questions.
Delegates taking the exam in a language that is not their native or working language are awarded 25% extra time, that is 113 minutes in total.
Follow on Courses
The following are recommended for further study:
• ITIL® Experience (Version 5)
• ITIL® Product (Version 5)
ITIL® (Version 5) Transformation* (*To be released.)
Course Contents
Module 1: Digital Products and Services
1.1 Introduction to digital products and services.
1.2 The ITIL® Product and Service Lifecycle management activities.
Module 2: Discover
2.1 Key concepts and practices of the ‘discover’ activity.
2.2 Steps and outputs of the ‘discover’ activity.
2.3 Success factors and metrics of the ‘discover’ activity.
Module 3: Design
3.1 Key concepts and practices of the ‘design’ activity.
3.2 Steps and outputs of the ‘design’ activity.
3.3 Success factors and metrics of the ‘design’ activity.
Module 4: Acquire
4.1 Key concepts and practices of the ‘acquire’ activity.
4.2 Steps and outputs of the ‘acquire’ activity.
4.3 Success factors and metrics of the ‘acquire’ activity.
Module 5: Build
5.1 Key concepts and practices of the ‘build’ activity.
5.2 Steps and outputs of the ‘build’ activity.
5.3 Success factors and metrics of the ‘build’ activity.
Module 6: Transition
6.1 Key concepts and practices of the ‘transition’ activity.
6.2 Steps and outputs of the ‘transition’ activity.
6.3 Success factors and metrics of the ‘transition’ activity.
Module 7: Operate
7.1 Key concepts and practices of the ‘operate’ activity.
7.2 Steps and outputs of the ‘operate’ activity.
7.3 Success factors and metrics of the ‘operate’ activity.
Module 8: Deliver
8.1 Key concepts and practices of the ‘deliver’ activity.
8.2 Steps and outputs of the ‘deliver’ activity.
8.3 Success factors and metrics of the ‘deliver’ activity.
Module 9: Support
9.1 Key concepts and practices of the ‘support’ activity.
9.2 Steps and outputs of the ‘support’ activity.
9.3 Success factors and metrics of the ‘support’ activity.
Module 10: Lifecycle Management
10.1 Managing the End-to- End Lifecycle.
10.2 ITIL®, AI and other frameworks.
Price per delegate
£1995
Scheduled Classes
Remote Access:
Please complete the contact form below or call 0141 221 5676 for further course information and available dates.
Alternatively you can email us at info@indiciatraining.com
