ITIL® v5 Service

On this accelerated ITIL® v5 Service course, you will develop a practical, end-to-end view of service management that supports real-world service delivery and improvement. This approach links strategy and execution by aligning service activities with business value and customer outcomes and is ideal for organisations that aim to modernise their service management in digital, product-led, and AI-enabled environments.

In just 2 days, expert instructors will teach you hands-on methods to achieve excellence in digital service management aligned with ITIL. The ITIL guidance principles focus on aligning people, processes, and technology to manage services across the full lifecycle, supporting resilience, responsiveness, and improved customer satisfaction.

At Firebrand, we are proud to be an official ITIL® Accredited Training Organisation (ATO). By studying with us, you will access official courseware, learn from certified instructors, and train in a distraction-free environment.

At the end of this course, you will sit the official ITIL® exam and achieve your certification, covered by the Firebrand Certification Guarantee.

ITIL® and The Swirl Logo™ are registered trademarks of PeopleCert, used under permission of PeopleCert Ltd, 2026. All rights reserved. 

This training course is aimed at professionals in:

• Service Management
• Service Delivery
• Product Delivery
• Digital Delivery
• Architecture Design
• Service Design
• Software Development
• Application Development

Module 1: Digital Products and Services

• Introduction to digital products and services
• The ITIL 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 product and service lifecycle
• ITIL, AI and other frameworks

Our course includes approved courseware, labs, practice exams, as well as the voucher for the official ITIL® exam.

At the end of this accelerated course, you will sit the official ITIL® v5 Service exam at the Firebrand Training Centre, covered by the Firebrand Certification Guarantee.

• Duration: 90 minutes
• Format: Multiple-choice; open-book
• Number of questions: 40 questions
• Passing score: 28 out of 40 marks required to pass (70%)
• Domains:
  • Digital Products and Servicers (15%)
  • Discover (7.5%)
  • Design (7.5%)
  • Acquire (7.5%)
  • Build (7.5%)
  • Transition (10%)
  • Operate (10%)
  • Deliver (10%)
  • Support (10%)
  • The ITIL Product and Service Lifecycle (15%)

Before attending this accelerated course, you must have successfully completed any ITIL® 4 certification, or ITIL® Foundation (Version 5), or ITIL® Foundation Bridge (Version 5).

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply to online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass the first time or train again for free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two training options. Choose between residential classroom-based and online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9am–5pm, with a nice long break for lunch. With Firebrand, you’ll get at least 12 hours/day of quality learning time with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

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