ITIL® Service (Version 5) is intended to provide candidates with the guidance needed to achieve excellence in digital service management, in alignment with the ITIL guidance. Furthermore, it provides practical direction to help candidates align people, processes, and technology, to manage services across the full lifecycle, ensuring resilience, responsiveness, and customer satisfaction.
The ITIL Service (Version 5) examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the ITIL framework concepts, as described in the syllabus below, to be awarded the ITIL Service (Version 5) qualification. ITIL Foundation (Version 5) is a prerequisite for all the ITIL (Version 5) higher level qualifications, which assess the candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.
| Exam Overview | |
|---|---|
| Material allowed | ITIL Service (Version 5) This is an ‘open book’ exam. The ITIL® Service (Version 5) Official Book should be used (and candidates can |
| Exam duration | 90 minutes Candidates taking the exam in a language that is not their native or working language are awarded 25% |
| Number of marks | 40 marks There are 40 questions, each worth 1 mark. There is no negative marking. |
| Pass mark | 28 marks Candidates will need to get 28 questions correct (70%) to pass the exam. |
| Bloom’s Level (BL) | BL 2 and 3 Bloom’s level indicates the type of thinking needed to answer the question. For Bloom’s level 2 questions, candidates need to understand concepts of the ITIL framework. For Bloom’s level 3 questions, candidates need to apply these concepts in a real-life situation. |
| Exam format | Scenario, Implementing a Global HR Management service: An Internal Service Lifecycle Candidates should use the ‘ITIL Car Rental Scenario’ which gives background information that the questions |
| Question types | Multiple Choice Questions (MCQs) The questions are all multiple choice.
|
ITIL Service (Version 5) Syllabus:
Module 1: Digital products and services
- Introduction to digital products and services
- The digital product and service lifecycle management activities
Module 2: Discover
- Key concepts and practices of the ‘discover’ activity
- Steps and outputs of the ‘discover’ activity
- Success factors and metrics of the ‘discover’ activity
Module 3: Design
- Key concepts and practices of the ‘design’ activity
- Steps and outputs of the ‘design’ activity
- Success factors and metrics of the ‘design’ activity
Module 4: Acquire
- Key concepts and practices of the ‘Acquire’ activity
- Steps and outputs of the ‘Acquire’ activity
- Success factors and metrics of the ‘Acquire’ activity
Module 5: Build
- Key concepts and practices of the ‘Build’ activity
- Steps and outputs of the ‘Build’ activity
- Success factors and metrics of the ‘Build’ activity
Module 6: Transition
- Key concepts and practices of the ‘Transition’ activity
- Steps and outputs of the ‘Transition’ activity
- Success factors and metrics of the ‘Transition’ activity
Module 7: Operate
- Key concepts and practices of the ‘ Operate’ activity
- Steps and outputs of the ‘ Operate’ activity
- Success factors and metrics of the ‘ Operate’ activity
Module 8: Deliver
- Key concepts and practices of the ‘ Deliver’ activity
- Steps and outputs of the ‘ Deliver’ activity
- Success factors and metrics of the ‘ Deliver’ activity
Module 9: Support
- Key concepts and practices of the ‘ Support’ activity
- Steps and outputs of the ‘Support’ activity
- Success factors and metrics of the ‘ Support’ activity
Module 10: The ITIL Product and Service Lifecycle
- Managing the end-to-end lifecycle
- ITIL, AI and other frameworks
Exam Specification:
| Category | Weighting % |
|---|---|
| 1. Digital products and services | 15.0% |
| 2. Discover | 10.0% |
| 3. Design | 10.0% |
| 4. Acquire | 10.0% |
| 5. Build | 10.0% |
| 6. Transition | 7.5% |
| 7. Operate | 7.5% |
| 8. Deliver | 7.5% |
| 9. Support | 7.5% |
| 10. The ITIL Product and Service Lifecycle | 15% |
| Total | 100.0% |
