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A comprehensive introduction to modern digital product and service management
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Descriptions
Who is this course for
- IT and business professionals
- Service management practitioners
- Project, product, and service managers
- Students or early‑career professionals
- Executives and leaders
Purpose of the course
This course provides learners with a solid foundational understanding of the ITIL® Version 5 framework, enabling them to navigate and apply key concepts of digital product and service management in modern, technology‑driven environments. The course equips participants with the knowledge required to understand how value is co‑created through digital services, how the ITIL Value System and Product and Service Lifecycle operate, and how guiding principles, governance, and continual improvement come together to support effective service delivery. It also prepares learners to sit the ITIL Foundation exam.
You will learn how to
- Understand key concepts of digital product and service management
- Define roles in service relationships
- Apply the ITIL Four Dimensions
- Understand the ITIL Value System (SVS)
- Apply ITIL Guiding Principles
- Understand lifecycle activities
- Understand service quality and SLAs
- Identify how value streams are mapped and improved
Benefits for you as an individual
As an individual, this course enables you to build a strong understanding of how digital products and services create value, giving you clarity on your role within modern, technology‑enabled organisations. You gain a shared professional language that enhances collaboration, along with access to structured, practical guidance that supports both your current responsibilities and future growth. The course helps you adapt to evolving business and technology trends, provides context for other management and technical frameworks, and opens clear pathways for professional development through globally recognised ITIL certifications.
Benefits for your organisation
For organisations, adopting ITIL provides a practical, adaptable, and sustainable approach to managing digital products and services end‑to‑end. It helps establish a clear digital strategy, ensures work is focused on value creation, and improves the organisation’s ability to respond quickly to changing business and technology needs. ITIL strengthens governance, enhances collaboration across teams, optimises workflows, and balances innovation with effective risk management. It also supports consistent, high‑quality service delivery, builds stronger relationships with partners and suppliers, and promotes a common language and culture that improves communication and alignment across the organisation.
Prerequisites
None.
Module 1 – Key Concepts of Digital Product and Service Management
- Definition of products, services, digital products, and digital services
- Service offering interactions (goods, access to resources, service actions)
- Value, value co‑creation, outcomes, costs, and risks
- Outputs vs outcomes
Module 2 – Service Relationships
- Roles: service provider, service consumer, digital product vendor
- Consumer roles: customer, user, sponsor
- Types of service relationships: basic, cooperative, collaborative
- The seven‑step service journey
- Band of visibility between provider and consumer
Module 3 – The ITIL Value System (SVS)
- Purpose and structure of the Service Value System
- Components: Guiding Principles, Governance, Value Chain, Practices, Continual Improvement
- Inputs (opportunity, demand) and outputs (value)
Module 4 – Governance
- Definition and purpose of governance
- Governance of digital technology
- The Engage–Evaluate–Direct–Monitor (EDM) cycle
- Governance patterns and oversight models
Module 5 – ITIL Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
Module 6 – Value Chain and Management Practices
- Overview of the eight value chain activities
- Relationship to the 34 ITIL management practices
- Enabling vs. supporting practices
- Examples of practice application (incident, change, design, request, deployment, etc.)
Module 7 – Value Streams, Mapping and Management
- Definition and purpose of value streams
- As‑is and to‑be mapping approaches
- Identifying bottlenecks and improving flow efficiency
- Continual optimisation principles
Module 8 – Continual Improvement
- The seven‑step continual improvement model
- Embedding improvement at all organisational levels
- Identifying, analysing and measuring improvements
Module 9 – The ITIL Four Dimensions
- Organisations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External PESTLE influences
Module 10 – ITIL and Other Frameworks Integration
- Integration with Agile, DevOps, Lean and PRINCE2®
- Complementary principles and shared practices
- Aligning operating models for end‑to‑end value
Additional Exam Information
The ITIL 5 Foundation Certificate exam takes the following form:
- Multiple choice, closed book
- 40 questions
- 26/40 or 65% required to PASS
- Closed Book
You’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.
This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Please note – it is compulsory to purchase the exam, although discretionary whether you take it.
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