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This class runs as a private cohort on dates that suit your team, at your site or delivered live online. Tell us roughly when and how many people, and we'll come back with dates and a total.

We can also add you to the notify list for the next public date, though private delivery is usually faster and works out better per seat once you're past four or five people.

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About this class

The ITIL Service (Version 5) course provides learners with the guidance needed to design, deliver, operate, support, and continually improve digital services in alignment with ITIL 5.

Participants learn how services create value, how service relationships evolve, and how organizations can manage services holistically across the lifecycle. The course emphasizes practical application, governance, value streams, and service resilience in digital and AI enabled environments.

Add the PeopleCert Membership+ to your course and receive these additional benefits:

1-year PeopleCert membership + Subscription
1 Free Exam Retake

What you'll be able to do

Core concepts of digital services and service value
The ITIL Product and Service Lifecycle from a service perspective
How value streams support service delivery and improvement
Service governance, risk, and continual improvement
How ITIL integrates with DevOps, AI, and project management
How to prepare for and pass the ITIL® Service certification exam

Course outline

Module 1: Digital Products and Services

Definition and characteristics of digital products
How digital products create value and enable services
Relationships between digital products, services, and service offerings
Overview of the ITIL Product and Service Lifecycle from a product perspective

Module 2: Discover

Understanding consumer needs, market context, and product direction
Aligning product vision, positioning, and portfolio decisions
Applying discovery at organizational, portfolio, and product levels
Assessing context, agreeing objectives, prioritizing initiatives, and communicating roadmap changes

Module 3: Design

Human centered and holistic product design principles
Designing product capabilities, interfaces, and workflows
Creating product specifications and prototypes
Translating product direction into actionable designs

Module 4: Acquire

Acquiring technology, people, and third party services for products
Evaluating sourcing options and acquisition strategies
Managing suppliers and internal capabilities
Ensuring acquired resources support product lifecycle needs

Module 5: Build

Integrating design into build activities
Developing and testing product components and integrations
Managing iterative development and quality controls
Preparing products for transition and use

Module 6: Transition

Transitioning products into live environments
Managing releases, deployments, and change
Ensuring product readiness, knowledge transfer, and risk management
Stabilizing products during early life support

Module 7: Operate

Operating digital products reliably and securely
Monitoring product performance, availability, and capacity
Managing incidents and operational issues
Maintaining product stability and operational effectiveness

Module 8: Deliver

Delivering product enabled services to consumers
Managing onboarding, access, and service interactions
Supporting service consumption through products
Maintaining service quality and stakeholder relationships

Module 9: Support

Supporting products during normal operation and disruption
Managing problems, known errors, and recovery activities
Using knowledge to improve product support effectiveness
Reducing recurrence and improving product resilience

Module 10: Lifecycle Management

Managing digital products end to end across the lifecycle
Integrating lifecycle activities into product value streams
Governing products for consistency, sustainability, and improvement
Applying continual improvement to product management

Module 11: ITIL and Other Frameworks

Integrating ITIL Product with DevOps practices
Aligning ITIL Product with PRINCE2 and project delivery
Using AI and automation to support product management
Applying governance and decision support across the product lifecycle

Before you attend

Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification.

Who this is for

This course is intended for professionals responsible for designing, delivering, supporting, and improving IT-enabled services within modern digital organizations. It is particularly valuable for individuals focused on service quality, operational excellence, and ensuring services consistently deliver value to customers and the business.