ITIL Service (Version 5) Training & Certification 3-day ITIL® Service Training Course ⎹ Exam voucher and 1-year Membership included

What's included in your course package?

Everything you need to prepare confidently for certification:

• Live training with an expert accredited ITIL® 5 trainer
• Official PeopleCert training materials in digital format
• Official ITIL Service Guide in both digital and printed editions
• Certification exam voucher valid for 1 year
• 1 year of PeopleCert Plus Membership

Course & Learning Objectives

By the end of this course, participants will be able to:

• explain digital product and service management from a service perspective
• understand how services support value co-creation with customers, partners, and stakeholders
• apply human-centred, experience-led thinking to service design and service quality
• strengthen resilience, sustainability, and adaptability in service environments
• connect service performance with strategy and measurable outcomes
• align services to real stakeholder needs and expectations
• apply continual improvement and evidence-based decision-making to service performance
• understand how governance, risk, compliance, AI, and automation shape modern service delivery

Looking for ITIL 4 CDS?
This page presents the new ITIL 5 Service certification. The former ITIL 4 Create, Deliver and Support (CDS) module is only available as an eLearning option.

3-Day Training Programme

Day 1 — Service value and stakeholder alignment

• Positioning of ITIL Service within ITIL 5
• Digital products and services from a service perspective
• Value co-creation across customers, partners, and stakeholders
• Service relationships, stakeholder expectations, and measurable outcomes
• Connecting service performance to organizational strategy

Day 2 — Experience, resilience, and governance

• Experience-led service quality
• Designing resilient, sustainable, and adaptable services
• Governance, risk, and responsible innovation
• Cross-functional collaboration across product, service, and operations communities
• AI-enabled service activities across design, validation, and operations

Day 3 — Improvement and operational performance

• Continual improvement capability
• Evidence-based decision-making
• Value-driven service management in practice
• Service optimization, trust, and performance management
• Exam preparation and sample questions

This is a proposed course flow for this 3-day course that will be adapted in function of the group and its requirements. 

Who Should Attend?

This course and the related certification can be beneficial for Service managers, ITSM professionals, operations leaders, support managers, process owners, and professionals responsible for service quality and performance.

Prerequisites

To attend this course, participants must hold:

• any ITIL 4 certification (Foundation or higher), or
• ITIL Foundation (Version 5), or
• ITIL Foundation Bridge (Version 5)

Candidates who took their exams with B2B Learning do not need to provide their certificates. Participants who took their exams with another provider or PeopleCert directly, will need to provide B2B Learning with a copy of their certificate upon registration in order to be admitted into this course. 

Accredited training for the ITIL Managing Professional modules is mandatory, either by attending a class or taking by eLearning.

About the Examination

• 40 multiple-choice questions
• 90 minutes + extra time for non native English speakers
• open book exam
• pass mark: 70%
• available in English
• renewal every 3 years

During the training you will receive an exam voucher for an online proctored exam. You will take your exam after the training at a date/hour of your choice. Thanks to your PeopleCert membership, a Take2 or 1 free exam retake is included. Your trainer will explain the exam procedure in detail during the course.

Need an in-company session?

We also organise this training for teams. Get in touch for a customised offer.