ITIL Service (Version 5)

About ITIL Service (Version 5)

ITIL® Service (Version 5) is intended to provide candidates with the guidance needed to achieve excellence in digital service management, in alignment with the ITIL guidance. Furthermore, it provides practical direction to help candidates align people, processes, and technology, to manage services across the full lifecycle, ensuring resilience, responsiveness, and customer satisfaction. The ITIL Service (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the ITIL framework concepts, as described in the syllabus below, to be awarded the ITIL Service (Version 5) qualification. ITIL Foundation (Version 5) is a prerequisite for all the ITIL (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.

Workshop Description

ITIL Service (Version 5) equips you with the expertise to deliver resilient, high-performing digital services across the full lifecycle. It provides structured guidance for managing service relationships, service levels, operational reliability, and continual improvement, ensuring consistent performance, resilience, and measurable customer outcomes.

Audience

Service Managers & Support Managers: Leaders overseeing everyday service operations and stability. Incident Specialists & Process Owners: Practitioners managing specific service workflows and support tasks. IT Operations Professionals & Analysts: Staff focused on delivery, performance, and maintenance. Product Owners & IT Project Managers: Leaders aligning cross-functional value streams.

Learning Outlines

Concept Description Digital products and services computer based Understand the key concepts of digital product and service management and how they support value and performance from a service perspective. Service value co‑creation skill-icon Explore how services enable the co‑creation of value with customers, partners, and stakeholders across the lifecycle. Experience‑led service quality skill-icon Learn how to apply human‑centred, experience‑led design to improve the perception and quality of services. Resilient and adaptable services skill-icon Discover how to develop resilient, sustainable, and adaptable services to respond effectively to change. Strategy and service alignment skill-icon Gain a clear understanding of how services connect strategic intent with consistent performance and value creation. Stakeholder‑aligned services skill-icon Explore how services align with real stakeholder needs to ensure relevance, clarity, and deliver measurable outcomes. Continual improvement skill-icon Examine how to use continual improvement and evidence‑based decisions to increase value and reduce waste. Service governance and innovation skill-icon Learn how practical governance supports compliance, risk management, and responsible innovation. AI‑enabled service delivery skill-icon Understand how AI and automation enhance service capability while maintaining trust and accountability.

Prerequisites

Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification.

Examination Details

40 Questions Multiple Choice 90 Minutes Open book Minimum required score to pass: 70%

Professional Development Units (PDUs)

Professional Development Units (PDUs) Attendees may be eligible to apply for 8 PDUs toward their continuing education requirements with the Project Management Institute (PMI) for PMP®, PgMP®, and PMI-ACP® certifications.

What is included?

Certification Exam voucher/paper based exam (1st attempt) Digital Core Guidance (ebook) The eBook acts as a valuable source for candidates in their day-to-day work, long after their exam has finished. It becomes available in the candidate’s PeopleCert account upon exam purchase and includes several features like annotation, highlighting, etc. Official Training Materials Learner Kit From 23 May 2023, your exam voucher will also include the Learner Kit from PeopleCert’s Official Training Materials. This kit is intended to support the training you are undertaking to prepare for the exam. The kit comprises a Learner Workbook and a Quick Reference Guide that have been designed to reinforce your learning and are intended to be valuable revision aids.

PeopleCert Certifications Renewal

All PeopleCert Global Best Practice certifications require renewal every 3 years. Explore PeopleCert Plus Membership to discover how to maintain your active status, or choose from the three renewal paths below: Become a PeopleCert Plus Member Log 20 CPD points per year for three consecutive years through your daily professional tasks. Take Another Certification Pass any exam within the same Product Suite before your deadline to automatically renew your existing certificates. Retake the Same Exam Re-sit and pass your current exam before the expiry date to reset your 3-year cycle.

Navigating the Evolution of ITIL® (Version 5)

With the launch of ITIL (Version 5), the ITIL 4 framework will enter a transition period and is expected to be retired following a one-year parallel run. We strongly recommend transitioning to ITIL (Version 5) to stay ahead of the curve with the latest best practices. To support you through this shift, we will continue providing information for both versions on our website. If you are unsure which version best fits your current career goals or need help planning your certification path, get in touch with our team today and let us help you navigate your next step.

About ITIL® (Version 5)

ITIL (Version 5) introduces major evolutions that make the framework more practical, flexible, and relevant for everyone working with digital products and services, across roles, teams, and organizations of all sizes.

Key Facts

ITIL® (Version 5) Qualification Scheme

Key Innovations in New ITIL

The new ITIL evolves to match today’s AI‑driven, fast‑changing environment. It provides practical, role‑relevant guidance in digital product and service management that helps professionals and organizations deliver measurable value with consistency. Modern, Integrated, and Comprehensive ITIL (Version 5) provides guidance that works across the entire organization, from leadership and strategy to day‑to‑day operations. It helps teams collaborate more effectively, align priorities, and create value consistently in both stable and rapidly changing environments. AI‑Native and Practical by Design ITIL (Version 5) supports professionals working in AI‑enabled contexts. It provides clear, practical guidance for adapting ways of working, making informed decisions, and responding to change as technology, business needs, and customer expectations evolve. End‑to‑End Lifecycle for Digital Products and Services Digital experience is a core focus in ITIL (Version 5). The framework helps teams design, deliver, and improve digital products and services with greater visibility, stronger collaboration, and a clearer understanding of how different stakeholders experience value. Copyright©2026 ITIL, PeopleCert. Reproduced under license from PeopleCert. All rights reserved.

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