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Course Overview
The ITIL Product (Version 5) course provides learners with the guidance needed to manage digital products end-to-end, from discovery through design, acquisition, build, transition, operation, delivery, and support.
Participants learn how digital products enable services, how value is co-created, and how organizations can govern products effectively across complex, evolving ecosystems. The course emphasizes practical application, lifecycle thinking, value streams, and continual improvement.
Add the PeopleCert Membership+ to your course and receive these additional benefits:
- 1-year PeopleCert membership + Subscription
- 1 Free Exam Retake
Who Should Attend
This course is designed for professionals involved in the design, development, delivery, and continual improvement of digital products and IT-enabled services. It is particularly beneficial for individuals responsible for aligning product outcomes with business value and customer experience.
Course Objectives
- Core concepts of digital experience and experience value
- How experience integrates with the ITIL Product and Service Lifecycle
- How lifecycle activities influence experience outcomes
- Experience governance, signals, and continual improvement
- How ITIL integrates experience thinking with DevOps, AI, and project management
- How to prepare for and pass the ITIL Product (Version 5) Certification Exam
Course Outline
Module 1: Digital Products and Services
- Definition and characteristics of digital products
- How digital products create value and enable services
- Relationships between digital products, services, and service offerings
- Overview of the ITIL Product and Service Lifecycle from a product perspective
Module 2: Discover
- Understanding consumer needs, market context, and product direction
- Aligning product vision, positioning, and portfolio decisions
- Applying discovery at organizational, portfolio, and product levels
- Assessing context, agreeing objectives, prioritizing initiatives, and communicating roadmap changes
Module 3: Design
- Human centered and holistic product design principles
- Designing product capabilities, interfaces, and workflows
- Creating product specifications and prototypes
- Translating product direction into actionable designs
Module 4: Acquire
- Acquiring technology, people, and third party services for products
- Evaluating sourcing options and acquisition strategies
- Managing suppliers and internal capabilities
- Ensuring acquired resources support product lifecycle needs
Module 5: Build
- Integrating design into build activities
- Developing and testing product components and integrations
- Managing iterative development and quality controls
- Preparing products for transition and use
Module 6: Transition
- Transitioning products into live environments
- Managing releases, deployments, and change
- Ensuring product readiness, knowledge transfer, and risk management
- Stabilizing products during early life support
Module 7: Operate
- Operating digital products reliably and securely
- Monitoring product performance, availability, and capacity
- Managing incidents and operational issues
- Maintaining product stability and operational effectiveness
Module 8: Deliver
- Delivering product enabled services to consumers
- Managing onboarding, access, and service interactions
- Supporting service consumption through products
- Maintaining service quality and stakeholder relationships
Module 9: Support
- Supporting products during normal operation and disruption
- Managing problems, known errors, and recovery activities
- Using knowledge to improve product support effectiveness
- Reducing recurrence and improving product resilience
Module 10: Lifecycle Management
- Managing digital products end to end across the lifecycle
- Integrating lifecycle activities into product value streams
- Governing products for consistency, sustainability, and improvement
- Applying continual improvement to product management
Module 11: ITIL and Other Frameworks
- Integrating ITIL Product with DevOps practices
- Aligning ITIL Product with PRINCE2 and project delivery
- Using AI and automation to support product management
- Applying governance and decision support across the product lifecycle