ITIL Service Management: better IT service delivery with ITIL Version 5
Practical in-company training in which your team learns to work according to ITIL Version 5. From incident and problem management to change enablement and continual improvement, tailored to your organisation and working environment.
The impact of structured IT service delivery
Teams that follow ITIL best practices deliver more reliable IT services, respond faster to disruptions and continuously improve their processes.
What you learn during the ITIL Service Management training
A practical training with a good mix of theory and case-based exercises. You work with recognisable scenarios from your own IT environment and leave with directly applicable insights and methods.
ITIL foundations & the value system
Understand the core concepts of ITIL Version 5 and how everything connects within the ITIL value system.
- What is ITIL and why does it matter?
- From ITIL 4 to Version 5: what changes and what stays
- The value system and its five components
- The four dimensions of product and service management
- The seven guiding principles
Incident, Problem & Request Management
Learn how to resolve disruptions quickly, tackle root causes and handle service requests efficiently.
- Incident management: prioritise, classify and escalate
- Problem management: root cause analysis and Known Error Database
- Service request management: structured and client-focused handling
- Interrelationships and links to Configuration Management
Change Enablement & Release Management
Ensure that changes to the IT environment are introduced in a controlled and low-risk manner.
- Types of change: standard, normal and emergency
- The Change Advisory Board (CAB) in practice
- Release planning and implementation
- Risk assessment and rollback procedures
Lifecycle & Continual Improvement
The product and service lifecycle as the backbone of IT service delivery, and an improvement culture that lasts.
- The eight activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver and Support
- The seven-step Continual Improvement Model
- KPIs and metrics for IT service delivery
- From measurement to improvement action: practical exercise
Optional modules for your organisation
Depending on your needs, we add extra modules to the core programme. We agree on this during the preliminary consultation.
ITIL Foundation (Version 5) exam preparation
Intensive preparation for the officially recognised ITIL Foundation (Version 5) certificate from PeopleCert.
- Full syllabus covered, including ITIL and AI
- Practice exams with thorough debrief
- Exam strategy and time management: 40 questions in 60 minutes
- Registration with an accredited examination body
Incident & Problem Management deep dive
In-depth module for service desk staff and incident managers.
- Advanced prioritisation and categorisation
- Root cause analysis with Ishikawa and 5×Why
- Setting up a Known Error Database (KEDB)
- Communication during major incidents
ITIL & Agile / DevOps integration
How ITIL connects with agile working methods and DevOps teams in your organisation.
- ITIL and Scrum side by side
- Continuous delivery and Change Enablement
- Value streams in an agile environment
- Real-world cases: ITIL in DevOps organisations
Customer-focused service desk
A deep dive into communication, customer satisfaction and professional conduct at the service desk.
- Customer-focused communication during incidents
- Explaining SLAs and managing expectations
- Handling frustration and escalations
- Measuring customer satisfaction (CSAT & NPS)
Why choose this ITIL training?
No dry theory, but training that connects directly with your day-to-day IT practice.
Immediately applicable
You practise with scenarios recognisable from your own organisation. No abstract theory, but concrete situations you can apply the very next day.
100% tailored
In a preliminary conversation we map your IT environment, current ways of working and learning objectives. The programme is fully aligned with your team and organisation.
Experienced ITIL trainer
Over 15 years of experience in IT training. Our trainer combines deep ITIL expertise with hands-on experience across a wide range of IT environments and industries.
Is the ITIL Service Management training right for you?
This training is ideal for anyone involved in delivering, managing or improving IT services.
Service desk staff
Learn to handle incidents and service requests in a structured way. Understand the processes behind your daily work and offer customers a better, more consistent service experience.
IT managers & team leads
Set up ITIL processes for your team, steer on KPIs and structurally improve the quality and reliability of your IT service delivery.
Service delivery professionals
Improve collaboration between IT and the business. Use ITIL as a shared language to manage expectations and continuously improve service delivery.
IT project managers & consultants
Understand how ITIL processes provide the context for IT projects. Learn how to introduce changes in a controlled way and maintain alignment with operations.
Everything you need to know
Approach
The training combines concise knowledge transfer with extensive case-based exercises and group discussions. We work with realistic scenarios that match your industry and IT environment, so the learning is immediately recognisable and applicable.
Prior knowledge
Basic knowledge of IT processes or work experience in an IT environment is recommended. No prior ITIL knowledge or certification is required. In the preliminary consultation we assess the knowledge level of participants and align the programme accordingly.
ITIL Foundation (Version 5) certificate
The standard training is good preparation for the ITIL Foundation (Version 5) exam: 40 multiple-choice questions in 60 minutes, closed book, with a pass mark of 65 percent. If you also want formal certification, we add an exam module including practice exams. We can also handle registration with an accredited examination body. If you already hold ITIL 4 Foundation, it remains valid and recognised as the entry point to the higher Version 5 modules.
Materials & follow-up support
After the training, each participant receives a comprehensive ITIL concept summary, a key terminology overview and a practical quick-reference card. If you have questions after the training, you are always welcome to get in touch.
Tailored & combined programmes
Would you like ITIL combined with a specific tool such as ServiceNow or TOPdesk? Or a deep dive into a specific practice such as change enablement or problem management? We are happy to put together a tailored programme that fits your organisation precisely.
From request to result
Every ITIL training is carefully prepared and aligned with your organisation and IT environment.
Introduction
A brief conversation to understand your needs, target audience, industry and current ITIL maturity. No obligation.
Tailor the programme
We design a programme with exercises and examples that fit your IT environment and daily practice.
Deliver the training
Interactive, practical and engaging. Online or on-site. Directly applicable knowledge and skills for your team.
Follow-up support
Summary, terminology card and the option for follow-up or further depth. So the learning sticks.
What participants say
"I finally understand why we do what we do at the service desk. ITIL processes are no longer an abstract concept, but a workable framework our team uses every day."
"A very accessible training with lots of room for our own situations and questions. The trainer knows how to present complex ITIL concepts clearly and practically. Highly recommended for any IT team."
"Thanks to the training, all team members now speak the same language. We handle incidents faster and more consistently, and finally have a working change process in place."
Everything about the ITIL Service Management training
The training is suitable for anyone involved in IT service delivery: service desk staff, IT managers, service delivery professionals, project managers and administrators. No prior ITIL knowledge required. In the preliminary consultation we align the level with your team.
Work experience in an IT environment is recommended, but not mandatory. Prior ITIL knowledge or certification is not required. The training starts from the basics and builds up to the level that matches your participants.
ITIL Version 5 was released in 2026 and builds on ITIL 4. The seven guiding principles, the four dimensions, the value system and the 34 practices remain; the practices are now organised in two groups. New are a lifecycle of eight activities, from Discover to Support, that treats products and services together, and a section on AI. During the training we cover what that means for your work.
The standard training lasts one day. A two-day variant with ITIL Foundation (Version 5) exam preparation is also available. A half-day introduction is possible as well. We agree on the duration based on your needs and the knowledge level of the group.
The standard training provides a solid introduction to all ITIL concepts. For formal exam preparation we add a module with practice exams and exam strategy, aligned with the official ITIL Foundation (Version 5) exam requirements. We can also arrange registration with an accredited examination body.
Yes, all our ITIL trainings are available in-company, at your location or online. We fully align content, examples and exercises with your organisation, industry and the ITSM tooling you use.
Absolutely. We can tailor the training to the ITSM tool your organisation uses, such as ServiceNow, TOPdesk, Freshservice or another solution. Participants directly see how ITIL processes work in their own daily working environment.
Yes. For teams with existing ITIL experience we offer an advanced programme focused on pain points in current processes, the transition to ITIL Version 5 or specific improvement themes. In the preliminary consultation we determine together which level best fits your situation. An ITIL 4 Foundation certificate remains valid; anyone who wants to catch up can take the ITIL Foundation Bridge (Version 5) with PeopleCert.
Book the ITIL training for your IT team
Fill in the form on our contact page or call us directly. We will get in touch within two working days to discuss your needs. No obligation.