Course duration:
4 days, 9am – 6pm
We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style
Principal Consultant Sapience Consulting
Principal Consultant Sapience Consulting
ITIL Service – Version 5
About The Course
The ITIL® Service (Version 5) course provides practical guidance for designing, delivering and improving digital services to enable consistent value creation and high-quality customer experiences. It equips professionals with the capabilities to manage services effectively across their entire lifecycle, ensuring resilience, responsiveness and alignment with business outcomes.
Building on the ITIL framework, this course introduces a unified approach to product and service management, with a strong focus on service-related activities. Participants will learn how to align people, processes and technology to deliver reliable, customer-centric services while supporting organisational goals and digital transformation initiatives.
The course covers the full service lifecycle—from discovery and design through to operation, delivery and support—highlighting how value is co-created through effective service management practices. It also incorporates modern approaches such as Agile, DevOps and AI-enabled service delivery to help organizations improve efficiency, reduce silos and enhance service performance.
By the end of the course, participants will understand how to build, operate and continually improve services that deliver measurable value and superior customer experiences in today’s dynamic digital environments.
What Will I Learn?
Upon completion of this course, you will be able to:
- Understand the key concepts of digital products and services and how services create value
- Describe the characteristics of high-performing digital services
- Explain the ITIL Product and Service Lifecycle and its management activities:
- Discover
- Design
- Acquire
- Build
- Transition
- Operate
- Deliver
- Support
- Understand how value chain activities enable end-to-end service lifecycle management
- Apply practical approaches to managing service lifecycle activities effectively
- Understand key service management practices including incident, problem, request and change management
- Identify critical success factors, metrics and outputs across service lifecycle stages
- Understand how to align service delivery with business objectives and customer outcomes
- Describe how to structure operating models and teams for effective service management
- Understand how AI, automation and digital technologies enhance service delivery
- Explain how ITIL integrates with Agile, DevOps and other modern frameworks
- Apply ITIL principles to improve service quality, reliability and performance
How Will I Benefit?
By completing this course, you will:
- Gain the ability to manage services effectively across the full lifecycle, from design to continual improvement.
- Enhance your capability to deliver reliable, resilient and high-quality digital services.
- Improve alignment between service delivery and business objectives.
- Strengthen collaboration across teams by integrating service management practices.
- Reduce silos and enable more efficient, agile ways of working.
- Apply best practices across incident, request, problem and change management.
- Leverage automation, AI and modern tools to improve service performance and responsiveness.
- Improve customer satisfaction through better service design and delivery.
- Position yourself to drive service excellence and digital transformation initiatives.
Am I Right For This Course?
Certification Examination
Candidates who attend the course will be eligible to sit the ITIL® Service (Version 5) certification examination.
Prerequisite:
- Candidates must hold either the ITIL® 4 Foundation certification or the ITIL® (Version 5) Foundation certification before taking the ITIL® Service (Version 5) examination.
About the examination:
- Exam duration: 90 minutes
- Exam format: 40 questions, multiple-choice, open book
- Question types: Standard MCQs, list-based and scenario-based questions
- Delivery: Online, web-proctored
Successful participants will be awarded the ITIL® Service (Version 5) certification.
Additional Information
Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.
Funding Available
Terms and conditions apply.
Please visit our IBF STS programme page for full details. PSEA page for more info.
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Please visit our SkillsFuture Credit page for full details.
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NTUC members can use the Union Training Assistance Programme (UTAP) to partially cover the cost of their training.
Visit our UTAP page for more info.
Terms and conditions apply.
Schedule
As Principal Consultant, Lionel Seaw offers extensive technical and managerial depth across government, pharmaceutical, and financial sectors. A trusted advisor, he combines real-world experience with a strategic helicopter-view to manage complex changes. Lionel is dedicated to building high-performance teams through effective methodologies and best practices, achieving mission-critical objectives with perseverance and focus.
Feisal Ismail is an experienced technology and management leader who has supported organisations across government, pharmaceutical, technology, and financial services sectors. An ITIL and DevOps Institute Ambassador, he helps organisations align digital and technology strategies with broader business objectives through pragmatic, results-oriented guidance grounded in globally recognised best practices and real-world operational constraints. Meticulously organised and highly collaborative, Feisal is recognised for delivering effective and sustainable outcomes in complex engagements.
Tan Hoon Wee is an accomplished IT professional with extensive international experience in managing shared services and complex project delivery. Expert in both Waterfall and Agile methodologies, he holds prestigious certifications including PMP, PRINCE2, and CSM. He specialises in advising on organisational change and process optimisation, leveraging exceptional communication skills to maintain outstanding client relationships.
Huang Yi-Jen is a specialist consultant in IT Governance and Management Frameworks. With a portfolio spanning Service Management, Agile, and Risk Management, she is recognised for achieving sustainable results through an organised, proactive delivery model. Yi-Jen is a natural communicator who excels at managing diverse stakeholders and solving complex challenges with an innovative, value-driven and professional mindset.
Luqman Haniff is an IT security specialist with over a decade of experience advising SMEs on infrastructure and information security management. A meticulous problem solver, Haniff utilises a balanced macro-and-micro approach to tackle organisational vulnerabilities. He specialises in creating targeted, custom solutions that bridge the gap between technical necessity and cost-effective business strategy for robust protection.
Why Us?
Participants can attend a complimentary refresher if they wish (1-year validity and subject to approval)
Should you have questions after the course, you may contact the trainer for assistance regarding course material
1 year access to our E-learning portal. Including:
– E-books available for download
– Official sample exam
– Randomised quiz formulated by Sapience Trainers based on past examinations
