ITIL
ITIL, the global best practices framework for IT service management (certified by Peolplecert).
For digital services focused on business value.
This three-day ITIL® 5 Service course focuses on how digital services are designed, transitioned, operated, supported, and continually improved to deliver reliable business value. It helps participants understand service management across the full lifecycle and apply ITIL principles to improve resilience, responsiveness, quality, and customer satisfaction.
The course addresses the practical realities of managing live services, including service design, operational handoffs, performance measurement, support, improvement, and governance.
Participants learn how to strengthen service delivery using metrics, human-centred thinking, AI, automation, and modern ways of working. It is intended for professionals responsible for the performance of digital services and for anyone preparing for the ITIL® 5 Service certification exam.
Is it for you ?
Service managers, service delivery managers and service owners;
IT and digital professionals involved in service design, transition, delivery, operations, or support;
Professionals accountable for service quality, stability, and customer satisfaction;
ITIL practitioners seeking advanced ITIL® 5 certifications.
Prerequisites
ITIL® Foundation (Version 5) certification is required.
What You'll Walk Away With
- ✓ Improve service quality without losing operational control.
- ✓ Strengthen the handoff from design and transition into live operations.
- ✓ Use service metrics to manage performance more proactively.
- ✓ Build more resilient and responsive services for users and customers.
- ✓ Connect AI, automation, and governance to day-to-day service management.
Training content
1 Designing services that deliver value (Day 1)
- Digital services, service value, and the role of service management
- Overview of the ITIL product and service lifecycle
- Discover and design activities for services
- Human-centred service design principles and service quality foundations
2 From transition to live operations (Day 2)
- Acquire and build activities that enable service readiness
- Transition and operate activities, including readiness, stability, and operational control
- Service performance measures, success factors, and what to monitor
- Continual improvement practices for live services
3 Sustaining performance: support, governance, and innovation (Day 3)
- Deliver and support activities across the end-to-end service lifecycle
- Coordinating service management across teams, value streams, and partners
- AI, automation, and governance in modern service management
- ITIL alignment with DevOps and PRINCE2
- Exam preparation and review
Keep in Mind
Best fit for service reliability, operational excellence, and continual improvement; choose ITIL® Product (version 5) for product governance or ITIL® Experience (version 5) for journey and trust issues. Official exam included, voucher valid 12 months. Open-book, 40 multiple-choice questions, 90 minutes, taken online.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.
