ITIL® Service (Version 5)
Key Course Points
| Course Code: | ITIL0003 | Course Data Sheet | Course Duration | 3 days | Start & End Time | - |
Upcoming Dates
| I would like to discuss custom dates and or private delivery. |
Course Information
Services are a primary way organisations deliver value to customers and stakeholders. This course explores how organisations design, build, deliver, support, and continually improve services using the ITIL® product and service lifecycle. Learners will discover how digital services enable value co-creation by helping customers achieve desired outcomes without needing to manage specific costs and risks. The course explains how services operate within modern, complex environments and how organisations use structured lifecycle activities to ensure services remain aligned with stakeholder needs and organisational objectives. Learners will examine how value chain activities, management practices, and operating models support digital service management. By the end of the course, participants will understand how to manage services effectively across the lifecycle while supporting resilience, user experience, and continual improvement.
By the end of this course, learners will be able to:
- Understand the key concepts of digital products and services
- Explain the purpose, scope, and structure of the ITIL product and service lifecycle
- Describe how organisational value chain activities support lifecycle activities
- Apply lifecycle activities including discover, design, acquire, build, transition, operate, deliver, and support
- Identify the roles, outputs, success factors, and metrics associated with lifecycle activities
- Explain how management practices enable and support service lifecycle activities
- Describe how operating models, service value streams, and organisational structures support service management
- Understand how artificial intelligence, automation, and complementary frameworks support service management and service delivery
Module 1 – Digital products and services
- Introduces digital products and services, their characteristics, and how the ITIL product and service lifecycle supports service value creation.
Module 2 – Discover
- Explores how organisations identify service opportunities and align strategy, vision, and portfolio direction with stakeholder needs.
Module 3 – Design
- Examines how human-centred and holistic design principles support effective service design and lifecycle planning.
Module 4 – Acquire
- Explains how organisations acquire capabilities, technologies, and suppliers to support service development and delivery.
Module 5 – Build
- Covers how service designs are developed into operational capabilities through structured build planning and execution.
Module 6 – Transition
- Explores how services are prepared and introduced into live environments through structured transition activities.
Module 7 – Operate
- Focuses on running digital services effectively in live environments using structured operational practices.
Module 8 – Deliver
- Describes how services are delivered to users through service relationships, delivery practices, and value co-creation.
Module 9 – Support
- Explains how incidents, problems, and disruptions are managed to maintain service performance and user experience.
Module 10 – Lifecycle management
- Examines how operating models, value streams, organisational structures, and technology enable effective service lifecycle management.
Module 11 – ITIL and other frameworks
- Explores how ITIL practices integrate with DevOps and project management frameworks such as PRINCE2.
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 90 minutes duration
- Open book (The official ITIL Service publication may be used during the exam, including notes made within the text. No other reference materials are permitted.)
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
The assessment evaluates the learner’s understanding of service lifecycle concepts and the practices used to manage digital services effectively.
Participants must hold one of the following certifications:
- ITIL (Version 5) Foundation Certificate
- Any ITIL4 Certificate
Learners should also have:
- A basic understanding of service management concepts
- Familiarity with digital services and technology-enabled environments
- Experience working in service delivery, operations, or support roles
Contact Us
Whether you are thinking of doing any of our courses you can book it here now. Alternatively, if you need advice or would like to discuss a business discount account - email: info@sureskills.com or call: 01 240 22 62 (Irl)/ 028 9093 5565 (UK).
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