After the course you can run digital services so that they work reliably and give customers clear value. You shape customer relationships and service levels, make services more resilient, base improvement decisions on data and take governance, risk and the use of AI into account. The course is aimed at service managers, operations and support leads, process owners and site reliability engineers who know the ITIL basics and want to take the ITIL Service (Version 5) exam.
What you’ll take away.
- Co-create value with customers, partners and other stakeholders
- Align service quality with what users experience
- Design services that cope with disruption and change
- Prioritise improvements on evidence and cut waste
- Combine governance, risk and AI-enabled service delivery responsibly
Your training in detail
- Who is it for?
- Service managers, support and operations leads, service desk analysts, process owners, site reliability engineers and IT project managers who are responsible for running services.
- Prerequisites
- You need an ITIL 4 certification, ITIL Foundation (Version 5) or ITIL Foundation Bridge (Version 5). PeopleCert requires one of these before you can sit the exam.
- Format & planning
- Standard length: 3 training days. A different length can be arranged for companies.
Agenda: from understanding to application
Our independently developed agenda proposal. Focus areas, lab environment and scope are agreed before booking.
Digital products and services working together
Co-creating value with customers, partners and stakeholders
Experience-led service quality
Resilient, adaptable services and alignment with strategy
Continual improvement with evidence-based decisions
Service governance, risk and responsible innovation
AI and automation in service delivery; exam practice
You rework the service level agreement for a business-critical service: targets from the user’s point of view, measurement points, escalations and one measure that makes the service more resilient to outages.
Exams, licences & credentials
The course prepares you for the PeopleCert ITIL Service (Version 5) exam (40 multiple-choice questions, 90 minutes, open book, 70 per cent pass mark). The exam and its fees are included only if the offer confirms this explicitly. Any certificate is issued by PeopleCert. PeopleCert releases results only with proof of training from an accredited training organisation or of its official eLearning. Whether the offer includes that proof, and whether this is an official vendor course, is stated in the individual offer.
Vendor references & review date
Sources checked on 2026-11-10. These sources describe the technology or external exam requirements. They do not imply a partnership with NextNowa.
Your learning content
These objectives describe the training topic. The specific syllabus, dates and trainer are agreed before booking; the written offer is binding.
Frequently asked questions
How does ITIL Service differ from ITIL Product?
Product follows a digital product from idea to operation. Service concentrates on customer relationships, service levels, resilience and improving services already in use.
What is the exam format?
40 multiple-choice questions in 90 minutes, open book, 70 per cent pass mark.
Does ITIL Service (Version 5): delivering resilient digital services include a certificate?
The course prepares you for the PeopleCert ITIL Service (Version 5) exam (40 multiple-choice questions, 90 minutes, open book, 70 per cent pass mark). The exam and its fees are included only if the offer confirms this explicitly. Any certificate is issued by PeopleCert. PeopleCert releases results only with proof of training from an accredited training organisation or of its official eLearning. Whether the offer includes that proof, and whether this is an official vendor course, is stated in the individual offer.