Course
digicode: IT5SER
ITIL® Service
Course facts
- Understanding the key concepts of digital products and services and their value creation in the ITIL® lifecycle model
- Applying the steps of the «Discover» activity and understanding how vision, positioning, and portfolio influence the discovery of new services
- Explaining the principles of human-centered design and applying the steps for designing service solutions
- Distinguishing between the procurement of technology, personnel, and external services, and carrying out the necessary acquisition steps
- Understanding the integration of design into the «Build» activity and applying the steps for building and testing solutions
- Knowing different approaches to service transition and applying the steps for successful service transition
- Performing operational activities and applying appropriate support approaches to effectively manage incidents and crises
- Understanding how delivery activities enable value co-creation and implementing appropriate delivery plans
- Understanding the value streams of service providers and applying organizational and technology enablement across the entire end-to-end lifecycle
- Understanding the ITIL® AI Capability Model and the interaction of ITIL® with DevOps and PRINCE2®
1 Fundamentals of digital products and services
- Digital products in the service economy: You will examine the product life cycle from two perspectives and understand the connection to the ITIL® value chain model.
- Value creation with service consumers: You will learn how utility, warranty, sustainability, and experience influence value.
- Holistic view: You will use the four dimensions of service management and leverage artificial intelligence as an enabler to drive the transition from products to measurable value.
2 Discover
- Introduction to the «Discover» activity: You will understand the purpose and perspective of service providers, including vision and strategy development.
- Conducting discovery: You evaluate the service context, set goals, and prioritize resources for product roadmaps.
- Success factors: You use supporting practices and know the critical success factors and metrics for effective discovery.
3 Design
- Introduction to the «Design» activity: You design solutions taking into account manufacturer products and work closely with partners and customers.
- The design process: You analyze demand, plan design activities, and clearly communicate the solution design.
- Recommendations: You identify key metrics and use practical tips for user-centered design.
4 Acquire
- Introduction to the «Acquire» activity: You clarify resource requirements and understand licensing models and the integration of external resources.
- Procurement steps: You analyze requirements, review sourcing options, negotiate terms, and ensure availability for requesters.
- Support: You are familiar with the practices that enable the acquisition of technology and personnel.
5 Build
- Introduction to the «Build» activity: You configure and enhance products and emphasize testing and validation.
- Solution creation: You evaluate the design, plan the build and testing, and deliver the finished solution, including documentation.
- Quality assurance: You use key performance indicators to measure the efficiency of the build activity.
6 Transition
- Introduction to the «Transition» activity: You plan the transition together with partners and ensure training and enablement.
- Transition procedure: You evaluate requirements, provide resources, and communicate the results to stakeholders.
- Success monitoring: You ensure that the transition to operation runs smoothly.
7 Operate
- Introduction to the «Operate» activity: You will understand the responsibilities between providers and manufacturers as well as the specifics of different operating environments.
- Operational management: You will plan operational activities, execute them, and report on their status regularly.
- Stability: You will use practices to ensure stable and efficient operations.
8 Deliver
- Introduction to the «Deliver» activity: You learn about different forms of service interaction and manage dependencies on suppliers.
- Service delivery: You evaluate delivery commitments, identify the delivery plan, and execute it consistently.
- Value proposition: You ensure that the promised service reaches consumers.
9 Support
- Introduction to the «Support» activity: You define the role of manufacturers in support and ensure communication.
- Support process: You identify incidents or crises, respond quickly to restore normal operations, and report on the measures taken.
- Service quality: You use key performance indicators to continuously improve support.
10 End-to-end lifecycle management
- Holistic approach: You will tackle challenges such as increasing complexity in the ecosystem and the integration of AI.
- Operating models: You will understand shared responsibilities in cloud environments and use modern operating models across the entire value chain.
- Value streams: You learn about the value streams of digital organizations, map them, and apply the ITIL Service Journey model.
The course content/learning objectives are based on the official syllabus.
This three-day training course provides a thorough and in-depth coverage of the official syllabus. Exercises and discussions help to consolidate the content and encourage joint reflection. Sample exams and quizzes are used for targeted and structured exam preparation.
You should plan for at least twenty hours outside of class for preparation and follow-up work.
This course is for you if you want to strategically develop digital service management and use ITIL® best practices in a targeted manner to create measurable added value. The course is aimed at specialists and managers who effectively align and control people, processes, and technologies across the entire service lifecycle.
This is the right place for you if you want to increase the resilience and performance of your services, respond more quickly to changes, and consistently focus on customer satisfaction.
The target audience includes:
- Service managers and service owners
- IT and business executives with service responsibility
- Specialists in process optimization and service design
- Project managers in the field of digital transformation
- Quality managers in the IT environment
An «ITIL® Version 5 Foundation» or «ITIL® 4 Foundation» certificate is a prerequisite for this course.
If you do not yet have either of these Foundation certifications, please attend the following course:
The exam is currently only available in English.
You will receive a voucher for the online exam via email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera. We recommend taking the exam on a private PC/notebook, as company notebooks are often subject to certain restrictions.
For more information about the exam, please visit the PeopleCert website here.
Format: multiple-choice exam questions, number of questions: 40, duration: 90 minutes
During the exam, you will use the «ITIL® Car Rental Scenario», which provides you with background information for the exam questions.
This is an open book exam. You may use the official book «ITIL Product (Version 5)» and take notes in it. No other aids are permitted.
«Take2» option:
This option allows you to retake the exam at a lower price if you do not pass. The retake exam takes place online. If required, you can book this option independently in your PeopleCert cadidate profile before booking the exam. You have up to 6 months from the date of the first exam to prepare and take the retake exam.
Under this link you will find more information about the complaint management of our certification partner and your rights.
ITIL® is a registered trademark of PeopleCert, used with the permission of PeopleCert. All rights reserved.