ITIL (Version 5) Service Including Exam

This module equips candidates with practical guidance to achieve excellence in digital service management, aligned with ITIL guidance. It focuses on aligning people, processes, and technology to manage services across the full lifecycle, supporting resilience, responsiveness, and improved customer satisfaction.

The courseware and exam are currently only available in English.

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

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.

The candidate must have passed one of the below certifications:

This course is aimed at:

• Service management and service delivery professionals
• Product and digital delivery roles
• Architecture and service design roles
• Software and application development teams