ITIL® Product (Version 5)
Course Code: ClaITSM7325
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Mastering Digital Product & Service Management Across the Full ITIL® Product Lifecycle
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Descriptions
Who is this course for
This course is designed for IT professionals, product managers, service managers, business analysts, operations teams, digital transformation leaders, and individuals preparing for the ITIL® Product (Version 5) certification. It is also ideal for organisations adopting digital product‑centric operating models.
Purpose of the course
The purpose of this course is to equip professionals with the knowledge, skills, and frameworks needed to manage digital products and services holistically. It enables individuals and organisations to align digital product management with strategy, reduce risk, optimize value creation, and enhance customer experience using the ITIL® Product & Service Lifecycle Model.
You will learn how to
- Explain the key concepts of digital products, services, value co-creation, and organizational strategy.
- Apply the ITIL Product and Service Lifecycle Model across all lifecycle activities.
- Describe the purpose, scope, steps, roles, inputs, outputs, critical success factors, and metrics for each lifecycle activity.
- Use management practices such as architecture, risk, portfolio, supplier, and workforce management to enable lifecycle activities.
- Conduct effective discovery, contextual analysis, prioritisation, and roadmap creation.
- Apply human-centred design principles and design thinking to create valuable, usable, feasible digital solutions.
- Select appropriate acquisition and sourcing strategies aligned to organisational and product needs.
- Build secure, resilient, high-quality components using iterative and agile delivery methods.
- Plan and execute controlled transitions into live environments, ensuring operational readiness and risk mitigation.
- Operate digital products and services proactively using monitoring, automation, SRE principles, and documented runbooks.
- Deliver services using SLA-driven service management, structured communication, and continual feedback loops.
- Respond to incidents, problems, and disasters using structured support models and escalation workflows.
- Map, manage, and optimise value streams across the organisation for improved efficiency and flow.
- Integrate ITIL with complementary frameworks such as DevOps, PRINCE2, and AI governance practices.
Benefits for you as an individual
By completing this course, you will gain a deep, practical understanding of how digital products and services are created, delivered, and continually improved. You will be equipped with tools to make better decisions, reduce delivery risk, collaborate effectively across disciplines, and apply proven ITIL practices. The course enhances your professional credibility and prepares you fully for the ITIL® Product certification exam, boosting your career in digital service and product management.
Benefits for your organisation
Your organisation will benefit from a more structured, efficient, and value‑focused approach to digital product and service management. Applying ITIL® best practices improves reliability, reduces waste, enhances customer experience, and enables teams to respond quickly to change. The course supports strategic alignment, improved governance, cross‑team collaboration, and operational excellence across the product lifecycle.
Prerequisites
Mandatory: ITIL® Foundation (Version 5) or ITIL 4 Foundation certificate.Recommended: An understanding of product/service management and familiarity with digital delivery environments is helpful.
Module 1: Digital Products and Services – Key Concepts
- Definition of digital products, services, and service offerings
- ITIL Service Value System and lifecycle relationships
- Value co-creation, outcomes, utility, and warranty
- Organisational strategy and operating models
Module 2: Discover
- Purpose, scope, triggers, and value of discovery
- Discovery levels: organisational, portfolio, product
- Workflow steps: assess context, agree direction, prioritise actions, communicate roadmap
- Key enabling practices: architecture, business analysis, continual improvement, risk management
- Outputs: discovery reports, prioritised backlogs, product roadmaps
- Critical success factors and discovery metrics
Module 3: Design
- Human-centred design principles (ISO 9241-210)
- Design thinking and Double Diamond models
- Demand analysis, design planning, execution, and communication workflows
- Outputs: specifications, journey maps, wireframes, prototypes
- Supporting practices: architecture, availability, capacity, business analysis
Module 4: Acquire
- Purpose and scope of acquisition
- Sourcing approaches: build, buy, partner, hybrid models
- Steps: analyse needs, assess sourcing options, agree terms, procure resources, communicate availability
- Management practices: supplier management, asset management, financial management, talent management
- Metrics: cost efficiency, supplier performance, governance compliance
Module 5: Build
- Iterative development and agile delivery practices
- Phased build approach and architectural guardrails
- Automated testing: unit, integration, performance, security
- Embedding non-functional requirements (scalability, resilience, data protection)
- Risk and compliance integration within the build pipeline
Module 6: Transition
- Purpose and scope of transitioning products to live
- Operational readiness assessments
- Deployment patterns, environment parity, release packages
- Key practices: change enablement, release management, configuration management
- Outputs: runbooks, support documentation, training materials
Module 7: Operate
- Unified monitoring across infrastructure, applications, and business transactions
- Event management and automation of routine tasks
- Capacity forecasting and reliability engineering (SRE principles)
- Problem management and root-cause analysis
- Integrating security operations into day-to-day running
Module 8: Deliver
- SLA-driven service delivery and performance monitoring
- User onboarding and offboarding workflows
- Feedback loops for continual improvement
- Enabling practices: service desk, knowledge management, communication management
Module 9: Support
- Incident, problem, and disaster categorisation
- Support workflows and escalation structures
- Major incident management and recovery
- Support metrics: MTTA, MTTR, SLA compliance, CSAT
Module 10: Lifecycle Management & Value Streams
- Value chain activities and their interactions
- Types of value streams: core, enabling, cross-functional
- Value stream mapping: as-is, analysis, to-be, improvement actions
- Complexity management and continual improvement loops
- Governance across lifecycle: risk, supplier, technology, AI governance
Module 11: Integrating ITIL with Complementary Frameworks
- How ITIL, DevOps, PRINCE2, and PRINCE2 Agile complement each other
- Automation, CI/CD, and rapid flow from DevOps
- Project governance and delivery control from PRINCE2
- AI governance and automation in lifecycle management
- How frameworks integrate across all lifecycle activities
Additional Exam Information
- Type: Multiple‑choice questions
- Closed book: Yes
- Duration: 90 minutes
- Pass Rate: TBC
- Please note that regardless of the delivery method the exam is taken after the training course using a PeopleCert exam voucher.
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