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.

We can organize this training at your preferred date and location. Contact Us!

Prerequisites

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

Target audience

This course is designed for professionals involved in the planning, design, delivery, or management of services within modern digital organisations.

Typical roles include:

Service management professionals
Service delivery and service operations professionals
Product and service managers
Operations and support specialists
Digital transformation professionals
Professionals seeking to deepen their understanding of ITIL service lifecycle practices

What You Will Learn

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

Training Outline

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.

Hands-on learning

Participants will explore practical scenarios related to the management of digital services across their lifecycle.

The course includes:

Scenario-based exercises exploring lifecycle decision making
Instructor-led discussions based on real service environments
Practical examples demonstrating service management concepts
Collaborative discussions connecting theory with operational practice

Why Choose Us

Experience ITIL® Service (Version 5) through Bilginç IT Academy's live and interactive virtual classroom environment, accessible from your home, office, or any location. Connect with expert trainers in real time and bring the energy of classroom learning into the digital experience.

Live Instructor-Led Sessions: Join scheduled training sessions with your instructor and fellow delegates in real time.
Interactive Learning Experience: Take part in discussions, practical exercises, group activities, and Q&A sessions throughout the course.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's long-standing experience in delivering professional training since 1995.
Flexible and Scalable Delivery: Access live virtual classrooms worldwide with flexible planning options for individual and corporate training needs.

Experience ITIL® Service (Version 5) in a focused classroom environment designed for high engagement and effective learning. Bilginç IT Academy's carefully selected training venues provide a professional setting where delegates can interact directly with expert trainers and peers.

Experienced Trainers: Learn from specialists with extensive field experience and real-world knowledge.
Professional Training Venues: Attend courses in comfortable, well-equipped classrooms designed to support effective learning.
Focused Classroom Experience: Benefit from limited class sizes that encourage discussion, interaction, and personalized support.
Quality-Driven Learning: Develop practical skills through structured, up-to-date, and professionally designed training content.

Meet your team's training needs with Bilginç IT Academy's onsite ITIL® Service (Version 5) solution, delivered at your office or preferred location. Align your team's development with your business goals through a training experience tailored to your organization.

Tailored Course Content: Adapt the training program to your organization's projects, team structure, and specific business requirements.
Time and Cost Efficiency: Reduce travel, accommodation, and operational costs while maximizing the value of your training investment.
Team-Focused Learning: Help your employees develop around the same knowledge base and strengthen collaboration across your organization.
Simplified Planning and Tracking: Manage the training process, participant development, and organizational requirements with greater control.

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

ITIL® Service (Version 5) Training