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.

Audience

This training course is aimed at professionals in:

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

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

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

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).

Our course includes approved courseware, labs, practice exams, as well as the voucher for the official ITIL® 5 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%)