ITIL® Service (Version 5)

Master the art of designing, delivering, supporting, and continually improving digital services that co-create real value for stakeholders. ITIL® Service (Version 5) is an advanced certification in the ITIL Managing Professional stream, focusing on how organizations manage digital services across the full lifecycle — from a service provider perspective. Train with AGILEPM HUB, a PeopleCert Accredited Training Organization (ATO).

PeopleCert Accredited Training Organization

Official eBook, Exam Voucher & Learner Kit Included

Part of the ITIL Managing Professional Designation

Available as eLearning, Live Training, or Corporate Delivery

What Is ITIL® Service (Version 5)?

ITIL® Service (Version 5) 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. The certification covers every lifecycle activity from discovery through to support and continual improvement — all from a service provider perspective.

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. The course also covers how AI, automation, and complementary frameworks support and enhance service management across the lifecycle.

ITIL® Service (Version 5) is designed for professionals who want to develop practical expertise in managing digital services end-to-end — a critical capability as organizations demand resilient, high-performing, and experience-led service delivery.

This certification is developed and managed by PeopleCert and is recognized by employers worldwide.

Where Does ITIL® Service Fit in the Certification Pathway?

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


Prerequisite: ITIL® Foundation (Version 5) or ITIL 4 Foundation is required

ITIL® Service is one of four modules (along with ITIL Product, ITIL Experience, 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.

The ITIL Managing Professional modules:
ITIL® Experience: Experience management — emotions, trust, behaviour, stakeholder journeys
ITIL® Product: Digital product lifecycle — discovery, design, build, operation
ITIL® Service: Digital service lifecycle — design, delivery, support
ITIL® Transformation: Organizational transformation and change management

Complete all four modules to achieve the ITIL® Managing Professional (Version 5) designation.
👉 Explore ITIL® (Version 5) certification pathways below

Don't hold ITIL Foundation yet?

ITIL® Foundation (Version 5) or ITIL 4 Foundation is required before enrolling in ITIL® Service. Start your ITIL journey with Foundation first.

What You'll Learn

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

Who Should Attend?

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.

What Skills Will You Acquire?

Value-Driven Service Management

Learn to work with customers, partners, and stakeholders to co-create value through digital services. Understand how services enable outcomes, shape experiences, and build organizational resilience across the full lifecycle.

Experience-Led Service Improvement

Adopt human-centred, experience-led design to improve how services are perceived, delivered, and measured. Move beyond functional metrics toward approaches that reflect real stakeholder needs and expectations.

End-to-End Lifecycle Mastery

Develop practical skills across every stage of the service lifecycle — from discovery and design through acquisition, build, transition, operation, delivery, and support. Understand how each activity connects and contributes to value creation.

Resilient and Adaptable Service Delivery

Learn to design and operate services that are resilient, sustainable, and adaptable to change. Apply effective transition, operational, and support approaches to maintain performance and reliability.

AI-Enabled Service Governance

Understand how AI and automation enhance service capability across the lifecycle while maintaining trust, accountability, and responsible governance.

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

Training Options

Upcoming Live Training Schedule

Prefer different dates or need a session for your team?
👉 Contact us via support@agilepmhub.com or fill out the form below to request a custom schedule for your team.

Topics Covered

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

Exam Details

  • Exam body: PeopleCert
  • Duration: 90 minutes (non-native English speakers receive an additional 25% extra time, i.e. 113 minutes)
  • Format: Multiple-choice, open book (Official ITIL® Service (Version 5) Book only)
  • Number of Questions: 40
  • Passing Score: 70%
  • Bloom Levels: BL 1, 2, 3 and 4 (recall, understand, apply, analyse)
  • Exam format: Scenario-based (ITIL Car Rental Scenario) + Experience section
  • Delivery Options: Online proctored exam (available anytime, anywhere through PeopleCert)

Note: Unlike ITIL Foundation, the ITIL® Service exam is open book and scenario-based, requiring you to apply concepts rather than simply recall them. This is a higher Bloom's taxonomy level exam (up to level 4: analyse).

Certification Renewal

All PeopleCert Global Best Practice certifications, including ITIL® Service (Version 5), need to be renewed every 3 years. You have two options to keep your certification current:

Option A — Pass any ITIL® exam
  • Taking and passing any ITIL® exam before your renewal date extends the validity of all your ITIL® certifications for another three years.
Option B — Collect CPD points with PeopleCert Plus Membership
  • With an active PeopleCert Plus subscription, you can renew by logging at least 20 Continuous Professional Development (CPD) points per year for 3 consecutive years. PeopleCert Plus also gives you access to industry insights, emerging trends, and best practices to stay current in your field.

Prerequisites

  • ITIL® Foundation (Version 5) or ITIL 4 Foundation certification is required to take this exam.
  • Candidates must also complete accredited training from an Accredited Training Organization (ATO) or via accredited eLearning before sitting the exam.
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

Why Learn with AGILEPM HUB?

say ITIL® trainings improved their job

quality training

average pass mark

exam success rate
  • 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. 
ITIL-ATO@ AGILEPM HUB
PRINCE2-ATO@ AGILEPM HUB
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
PRINCE2® and PRINCE2 Agile® are registered trademarks of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO) for ITIL® and PRINCE2® in Hong Kong.
Check our profile page here https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171

ITIL® (Version 5) Certification Pathway

ITIL® (Version 5) Certification Pathway
Copyright © PeopleCert. Reproduced under license from PeopleCert. All rights reserved.

Want to learn more about the ITIL® certification path and explore advanced modules?

Looking for ITIL (Version 5) Managing Professional Modules?

Frequently asked questions

What is ITIL® Service (Version 5)?

ITIL® Service (Version 5) is an advanced ITIL certification that focuses on digital service lifecycle management — how organizations design, build, deliver, support, and continually improve digital services to co-create value for stakeholders. It is part of the ITIL Managing Professional stream.

What is the difference between ITIL® Service, ITIL® Product, and ITIL® Experience?

All three are part of the ITIL Managing Professional stream but focus on different perspectives. ITIL® Service focuses on the digital service lifecycle from design to support. ITIL® Product focuses on the digital product lifecycle from discovery to operation. ITIL® Experience focuses on how human responses shape the perceived value of products and services. All three plus ITIL® Transformation are required for the Managing Professional designation.

Does ITIL® Service (Version 5) cover AI and automation?

Yes. The course covers how AI and automation enhance service capability across the lifecycle, including AI governance and responsible innovation in digital service management.

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

No. ITIL® Service is an advanced module in the ITIL Managing Professional stream. You must hold either ITIL® Foundation (Version 5) or ITIL 4 Foundation 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, consultants, and anyone focused on how digital services are designed, delivered, and supported. It is a key step towards the ITIL Managing Professional designation.

What is the prerequisite for ITIL® Service (Version 5)?

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.

What is included in the training package?

Each enrollment includes the official ITIL® Service (Version 5) eBook, official Learner Kit, exam voucher (online proctored), and practice exam questions. Additional inclusions vary by delivery format.

How is the exam conducted?

The official PeopleCert ITIL® Service (Version 5) exam is online proctored (available anytime, anywhere), with 40 scenario-based multiple-choice questions, 90 minutes duration (non-native English speakers receive 25% extra time), open book (official eBook only), and a passing score of 70%.

Is the ITIL® Service exam open book?

Yes. You may use the official ITIL® Service (Version 5) eBook during the exam. The exam is scenario-based and tests application and analysis (Bloom levels 1–4), not just recall.

What is the passing score for the ITIL® Service exam?

The passing score is 70% — higher than the Foundation exam's 65%. This reflects the advanced, application-focused nature of the exam.

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 your ITIL certifications for three years) or by collecting CPD points through PeopleCert Plus Membership.

When will the eLearning be available?

Pre-orders are open now — course access will be activated automatically on the release date.

How long will I have access to the eLearning?

You'll have 12 months of access to the eLearning platform from the date of activation.

Can I upgrade from eLearning to Live Training?

Yes. You can upgrade to the Live Instructor-Led Training anytime by paying the difference in course fees (before your exam voucher is issued).

Do I need to take the Managing Professional modules in order?

No. There is no mandatory order beyond the Foundation prerequisite. You can take Experience, Product, Service, and Transformation in any sequence.

Do you offer group or corporate training?

Yes. We offer customized training options for teams and organizations, with flexible delivery formats and group discounts. Contact us at support@agilepmhub.com.

Is AGILEPM HUB an accredited provider?

Yes. AGILEPM HUB is a PeopleCert Accredited Training Organization (ATO). Check our profile page at https://www.peoplecert.org/ways-to-get-certified/ato/agilepm-hub-2762171

Any Questions? Feel Free to Reach out!

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