How is the ITIL® Service (Version 5) exam conducted?

The exam is delivered by PeopleCert as an online proctored, closed-book exam. It consists of 40 multiple-choice questions with a duration of 90 minutes. Non-native English speakers receive an additional 25% time (113 minutes). The official passing score is defined by PeopleCert.

START LEARNING NOW!

ITIL® Service (Version 5)– Live Instructor-Led Training

Q: What is included in the training package?

Each enrollment includes the official PeopleCert ITIL® Service (Version 5) eBook, official Learner Kit, official exam voucher (online proctored), practice exam questions, instructor guidance and exam preparation, as well as group activities and real-time coaching. Learners may reschedule or change cohorts before the exam voucher is issued.

Q: Will I receive a certificate?

Yes. Upon passing the exam, you will receive the official ITIL® Service (Version 5) certificate issued by PeopleCert.

Q: Does the ITIL® Service certification expire?

All PeopleCert Global Best Practice certifications are valid for three years. Certifications can be renewed by passing any ITIL® exam, which extends all ITIL certifications for three years, or by collecting CPD points through PeopleCert Plus Membership.

Q: Can I reschedule my training date?

Yes. You may reschedule or change your training cohort before your exam voucher is issued. Once the exam voucher has been issued, changes are no longer possible.

Q: Do you offer group or corporate training?

Yes. AGILEPM HUB offers customized corporate training programs with flexible delivery formats and group discounts.

Master the art of designing, delivering, supporting, and continually improving digital services that co-create real value for stakeholders. This advanced ITIL® (Version 5) certification training focuses on how organizations manage digital services across the full lifecycle — from a service provider perspective. Delivered live by a PeopleCert Accredited Training Organization (ATO), this interactive, instructor-led course includes the official PeopleCert eBook, Learner Kit, exam voucher, practice questions, and real-time coaching.

Training format:

Delivery: Live Instructor-Led (virtual or in-person)
Duration: 2-3 days
Format: Interactive lectures, group discussions, quizzes, and mock exam practice
Language: English

What is included:

Official PeopleCert ITIL® Service (Version 5) eBook
Official Learner Kit
ITIL® Service (Version 5) exam voucher (online proctored)
Practice questions and quizzes
Access to learner community & Instructor Q&A forum
Instructor guidance and exam preparation

Write your awesome label here.

Training Schedule

Description

The ITIL® Service (Version 5) Live Instructor-Led Training is one of the first advanced modules in the new ITIL (Version 5) certification scheme. It explores how organizations design, build, deliver, support, and continually improve digital services to co-create value for stakeholders. ITIL Service positions digital services not as a support function, but as a central mechanism through which organizations deliver outcomes, shape experiences, and build resilience.

Through interactive sessions, real-world examples, and guided discussions, you will develop a deep understanding of how digital services are managed from a service provider perspective — covering every lifecycle activity from discovery through to support and continual improvement. You'll learn to apply human-centred design, effective transition, operational, delivery, and support approaches to ensure services meet stakeholder needs and agreed service levels.

This course prepares you for the official ITIL® Service (Version 5) certification exam, recognized globally by employers and organizations.

ITIL® Service (Version 5) is part of the ITIL Managing Professional stream in the new ITIL (Version 5) certification pathway.

ITIL® Foundation (Version 5) or ITIL® 4 Foundation is the prerequisite for this certification
ITIL® Service is one of four modules (along with ITIL Experience, ITIL Product, and ITIL Transformation) required to achieve the ITIL Managing Professional designation
This module focuses specifically on digital service management — how organizations design, deliver, support, and improve services from a service provider perspective

👉 Explore ITIL® (Version 5) certification pathways below

By the end of this course, you’ll be able to:

understand the key concepts of digital products and services
explain the scope, purpose, benefits, and challenges of the ITIL Product and Service Lifecycle Model
describe how organizational value chain activities support the ITIL Product and Service Lifecycle
apply the purpose, scope, steps, roles, outputs, CSFs, metrics, and practical recommendations for each lifecycle activity
explain how management practices enable and support service lifecycle activities
apply human-centred design, effective transition, operational, delivery, and support approaches to ensure services meet stakeholder needs and agreed service levels
explain how operating models, service value streams, and organizational structures contribute to successful digital service management
understand how AI, automation, and complementary frameworks (PRINCE2, DevOps) support and enhance service management practices and service delivery across the lifecycle

This training is ideal for professionals who want to go beyond the fundamentals and focus on how digital services are designed, delivered, supported, and improved from a service provider perspective, including:

IT and Service Management professionals
Service Owners, Service Improvement Leads, and Process Leads
IT Operations, Delivery, and Support roles
Product Managers, Product Owners, and Experience roles
IT Project Managers and Transformation Managers
Enterprise Architects and Solution Designers
Service Desk Managers and Support Team Leads

It is suitable for:

ITIL® Foundation (Version 5) holders ready to advance their certification
ITIL 4 Foundation holders ready to advance to ITIL (Version 5) higher-level modules
Professionals focused on service delivery, service operations, and value co-creation

Prerequisite

ITIL® Foundation (Version 5) or ITIL 4 Foundation certification is required to take this course and exam.

Topics Included

Module 1: Digital Products and Services

Key concepts of digital products, digital services, and their characteristics
How digital products and services create value through service offerings
The ITIL Product and Service Lifecycle: purpose, structure, and interrelationships
Lifecycle management activities and how they connect across the lifecycle
Benefits and challenges of lifecycle management from a service vendor perspective

Module 2: Discover

Purpose and scope of the 'discover' activity from a service perspective
Identifying service opportunities, validating demand, and aligning with strategy
Steps and outputs of the 'discover' activity
Success factors and metrics for effective service discovery

Module 3: Design

Purpose and scope of the 'design' activity
Human-centred design for services: service blueprints, integration architecture, security, and compliance
Design workshops, prototyping, and stakeholder alignment
Steps and outputs of the 'design' activity
Success factors and metrics for service design quality

Module 4: Acquire

Purpose and scope of the 'acquire' activity
Sourcing strategies: vendor selection, supplier management, contract negotiation
Aligning supplier commitments with service levels and consumer-facing outcomes
Steps and outputs of the 'acquire' activity
Success factors and metrics for effective service acquisition

Module 5: Build

Purpose and scope of the 'build' activity
Building and integrating service components: software development, configuration, testing
Collaboration between design and build to reduce rework
Steps and outputs of the 'build' activity
Success factors and metrics for build quality

Module 6: Transition

Purpose and scope of the 'transition' activity
Deploying services into live environments safely and efficiently
Operational readiness, supplier onboarding, and controlled rollouts
Steps and outputs of the 'transition' activity
Success factors and metrics for controlled service transitions

Module 7: Operate

Purpose and scope of the 'operate' activity
Monitoring, event management, observability, and routine maintenance
Maintaining service performance, reliability, and security
Steps and outputs of the 'operate' activity
Success factors and metrics for reliable service operations

Module 8: Deliver

Purpose and scope of the 'deliver' activity
Service fulfilment, access management, and service level management
Automation, personalization, and demand forecasting in service delivery
Steps and outputs of the 'deliver' activity
Success factors and metrics for effective service delivery

Module 9: Support

Purpose and scope of the 'support' activity
Incident management, service requests, self-service, and knowledge management
Restoring normal service and protecting customer value
Steps and outputs of the 'support' activity
Success factors and metrics for effective service support

Module 10: Lifecycle Management

Operating models and service value streams for digital service management
Organizational structures that support the service lifecycle
Value stream mapping and management
Cross-organizational and cross-functional alignment

Module 11: ITIL and Other Frameworks

How ITIL and DevOps complement each other across the service lifecycle
How ITIL and PRINCE2 complement each other in service development and delivery
Why project management is important when applying ITIL practices
AI, automation, and governance in digital service management

Choose Your Training Format

Option 1 – Self-Paced eLearning

💻 Learn anytime, at your own pace

Self-paced e-Learning
eBook
Exam voucher
Learner Kit
Practice Exam Questions
12 months access to eLearning
Access to learner community
Access to the Instructor Q&A forum

Option 2 – Live Training (Instructor-Led)

🎓 Interactive, coaching-focused experience

2 - 3 Day Intensive Training
eBook
Exam Voucher
Learner Kit
Practice Exam Questions
Group activities & discussions
Real-time coaching & feedback
You can reschedule or change your training cohort before your exam voucher is issued
Access to learner community
Access to the Instructor Q&A forum

Option 3 – Corporate Training

🏢 Tailored programs for teams and organizations

Customized delivery format (eLearning, virtual or in-person)
Flexible scheduling to suit your team’s availability
Official eBook, Learner Kit, and Exam Voucher included
Practice Exam Questions
Interactive workshops with real-world case studies
Focus on aligning ITIL® practices with your business goals
Group discounts available
Access to learner community
Access to the Instructor Q&A forum

Looking for other ITIL Managing Professional Modules?

Why Learn with AGILEPM HUB?

Expert-led training – Learn from ITIL®-certified trainers with years of experience delivering accredited ITIL® programs.
Proven results – Learners achieve an average pass mark of 92% in the official ITIL® Foundation exam.
High success rate – 95% of learners say our ITIL® training improved their job performance.
Exceptional trainer quality – 94% quality rating for trainer knowledge and delivery.
Comprehensive materials – Official eBook, Learner Kit, and practice exams aligned with ITIL® certification objectives.
Flexible learning options – Choose between live instructor-led sessions or self-paced eLearning.
AGILEPM HUB is Accredited Training Organization by PeopleCert.
Competitive pricing – High-quality, affordable certification training trusted by professionals worldwide.
AGILEPM HUB is accredited to deliver all ITIL® training programs. Reach out to us if you can't find them here.

Meet the instructor

Aray Kaken

ITIL® Master | PeopleCert Ambassador | Accredited Trainer (Scaled Agile, ICAgile, PMI, PeopleCert)
Aray Kaken is an experienced Agile and Service Management trainer and consultant who has delivered Agile, DevOps, and IT Service Management training to more than 500 professionals across leading global organizations, including Barclays Bank, Lloyds Bank, Cathay Pacific, Costa Coffee, Chanel, and others.
As a PeopleCert Ambassador and ITIL 4 Master, Aray brings deep expertise in modern service management, digital transformation, and enterprise agility. His sessions are known for being practical, engaging, and results-driven, helping learners not only pass certification exams but also apply ITIL® principles effectively in real-world environments.
Expect clear explanations, relatable examples, and practical frameworks that make ITIL® concepts come alive—guided by an instructor who’s passionate about helping professionals build confidence and deliver measurable impact.

Patrick Jones - Course author

ITIL® (Version 5) Certification Pathway

Don't hesitate

Start Your Learning Now!

Frequently asked questions

Is ITIL® Service (Version 5) an entry-level certification?

No. ITIL® Service (Version 5) is an advanced module. You must hold either ITIL® Foundation (Version 5) or ITIL 4 Foundation certification before enrolling.

Who should attend ITIL® Service (Version 5) training?

This course is ideal for IT professionals, service managers, service owners, support team leads, enterprise architects, team leaders, consultants, and anyone focused on how digital services are designed, delivered, and supported from a service provider perspective. It is a key step towards the ITIL Managing Professional designation.

What is included in the training package?

Each enrollment includes:

Official ITIL® Service (Version 5) eBook
Official Learner Kit
Exam voucher (online proctored)
Practice exam questions
Instructor guidance and exam preparation
Group activities and real-time coaching

(Note: Learners can reschedule or change cohorts before the exam voucher is issued.)

Who delivers the training?

All sessions are delivered by certified ITIL® trainers with extensive experience in digital product and service management and real-world implementation of ITIL® practices.

How is the exam conducted?

The official PeopleCert ITIL® Service (Version 5) exam is:

Online proctored (available anytime, anywhere)
40 multiple-choice questions
90 minutes (non-native English speakers receive an extra 25%, i.e. 113 minutes)
Closed-book
Passing score: TBC

What is the prerequisite for this course?

ITIL® Foundation (Version 5) or ITIL 4 Foundation certification is required. Candidates must also complete accredited training from an ATO or via accredited eLearning before sitting the exam. If you don't have a Foundation certification yet, you can take the ITIL® Foundation (Version 5) course or, if you already hold ITIL 4 Foundation, you can proceed directly.

Will I receive a certificate?

Yes! Upon passing the exam, you will receive an official ITIL® Service (Version 5) certificate issued by PeopleCert.

Does the ITIL® Service certification expire?

All PeopleCert Global Best Practice certifications need to be renewed after 3 years. You can renew by passing any ITIL® exam (which extends all ITIL certifications for three years) or by collecting CPD points through PeopleCert Plus Membership.

Can I reschedule my training date?

Yes, you can reschedule or change your training cohort before your exam voucher is issued. Once the voucher is issued, changes are no longer possible.

Do you offer group or corporate training?

Yes, we offer customized training options for teams and organizations, with flexible delivery formats and group discounts.

Is AGILEPM HUB an accredited provider?

Yes, AGILEPM HUB is PeopleCert Accredited Training Organization (ATO).

Advance your career with flexible, practice-driven training in Product Management, Product Ownership, Service Management, and Project Leadership

Featured links

Connect with us

Copyright © 2026 AGILEPM HUB
ITIL® and the Swirl logo™ are registered trademarks of PeopleCert group. Used under licence from PeopleCert. All rights reserved.
AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO) authorised to deliver official ITIL® training and certification programs.
You can check our profile page: https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171