ITIL® Product (Version 5)

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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

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Class Dates & Times

Class times are listed Eastern time

This is a 3-day class

Class dates not listed.
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The classes listed are available to all United Training customers and does not reflect, in any way,
the availability or support of technology within the University of Maine System.