ITIL® 5 Service Certification - in Lisbon

ITIL® 5 Service Certification Course Outline

Module 1: ITIL Foundation Recap and Digital Products and Services Overview

• Introduction to Digital Products and Services
• Digital Product and Service Lifecycle Management Activities

Module 2: Discover

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Discover’ Activity
• Steps and Outputs of the 'Discover’ Activity
• Success Factors and Metrics of the 'Discover’ Activity

Module 3: Design

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Design' Activity
• Steps and Outputs of the 'Design' Activity
• Success Factors and Metrics of the 'Design' Activity

Module 4: Acquire

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Acquire' Activity
• Steps and Outputs of the 'Acquire' Activity
• Success Factors and Metrics of the 'Acquire' Activity

Module 5: Build

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Build' Activity
• Steps and Outputs of the 'Build' Activity
• Success Factors and Metrics of the 'Build' Activity

Module 6: Transition

• Digital Product and Service Lifecycle Management Activities
• Key Concepts and Practices of the 'Transition' Activity
• Steps and Outputs of the 'Transition' Activity
• Success Factors and Metrics of the 'Transition' Activity

Module 7: Operate

• Key Concepts and Practices of the 'Operate' Activity
• Steps and Outputs of the 'Operate' Activity
• Success Factors and Metrics of the 'Operate' Activity

Module 8: Deliver

• Key Concepts and Practices of the 'Deliver' Activity
• Steps and Outputs of the 'Deliver’ Activity
• Success Factors and Metrics of the 'Deliver' Activity

Module 9: Support

• Key Concepts and Practices of the 'Support' Activity
• Steps and Outputs of the 'Support' Activity
• Success Factors and Metrics of the 'Support' Activity

Module 10: The ITIL Product and Service Lifecycle

• Managing the End-to-End Lifecycle
• ITIL, AI and Other Frameworks

Module 11: ITIL and Other Frameworks

• ITIL, AI and Other Frameworks

ITIL® 5 Service Certification Exam Information

The ITIL® 5 Service Certification Exam assesses delegates’ understanding and application of modern service management concepts and practices. It focuses on service delivery, value co-creation, service relationships, and approaches for managing and improving services in digital environments.

The ITIL® 5 Service Certification Exam is in the following format:

• Question Type: Multiple Choice
• Total Questions: 40
• Pass Score: 70%
• Duration: 90 Minutes
• Open Book/ Closed Book: Open Book

Please note: Proof of training completion is required before the official exam results can be released.

Who Should Attend this ITIL® Version 5 Service Certification?

This course is designed for professionals involved in managing, delivering, supporting, or improving digital services. It is particularly beneficial for those seeking to strengthen value-driven service management, customer and stakeholder collaboration, service experience, and continual improvement capabilities. The following professionals can benefit from this course:

• Service Managers
• Support Managers
• Incident Specialists
• Process Owners
• IT Analysts
• IT Operations Professionals
• Service Desk Analysts

Prerequisites of the ITIL® Version 5 Service Certification

Delegates must hold any ITIL® 4 Certification, ITIL® Foundation (Version 5), or ITIL® Foundation Bridge (Version 5) before progressing to the ITIL® Version 5 Service Certification.

ITIL® Version 5 Service Certification Overview 

The ITIL® Version 5 Service Certification Course develops knowledge of managing and improving digital services across their lifecycle. It covers the Discover, Designs, Acquire, Build, Transition, Operate, Deliver, and Support activities, including their steps, outputs, success factors, and metrics.

Delegates will develop skills in value-driven service management, experience-led service improvement, and continual improvement. They will also learn how evidence-based decisions, lifecycle activities, AI, and other frameworks contribute to effective service management.

This 2-Day by The Knowledge Academy enables delegates to manage and improve services across the end-to-end lifecycle while supporting value co-creation. It also prepares them for the official ITIL® Service (Version 5) Certification exam.

ITIL® Version 5 Service Certification Course Objectives

• To explain the key concepts of digital product and service lifecycle management
• To apply the Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support activities
• To identify the steps, outputs, success factors, and metrics across lifecycle activities
• To develop value-driven and experience-led approaches to service management
• To strengthen continual improvement through evidence-based decision-making
• To prepare effectively for the official ITIL® Service (Version 5) Certification exam

Learning Outcomes after Completing ITIL® Version 5 Service Certification

After completing this ITIL® Version 5 Service Certification Course, delegates will be better equipped to manage and improve digital services across their lifecycle. They will strengthen their ability to support value co-creation, improve service experiences, use evidence to guide decisions, and drive continual improvement.

What's Included in this ITIL® Version 5 Service Certification?

• World-Class Training from Experienced Instructors
• Digital Delegate Pack