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Managing Digital Products & Services Across the ITIL® Service Lifecycle
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Descriptions
Who is this course for
This course is suitable for IT service managers, operations teams, digital product managers, business analysts, support professionals, service delivery leaders, and practitioners preparing for the ITIL® Service (Version 5) certification. It is also ideal for organisations adopting or maturing their digital service operating models.
Purpose of the course
To equip professionals and organisations with the knowledge and skills to manage modern digital services using ITIL® Service (Version 5). The course enables learners to align services with consumer needs, apply lifecycle management activities, integrate value chain practices, and ensure sustainable, reliable service delivery across complex environments.
You will learn how to
- Understand key concepts of digital products, digital services, and value co‑creation.
- Explain the purpose, scope, benefits, and challenges of the ITIL Product & Service Lifecycle Model.
- Apply the Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support activities.
- Describe how organisational value chain activities support the lifecycle.
- Explain how management practices enable and support lifecycle activities.
- Apply human‑centred design, operational, delivery, and support approaches for reliable services.
- Understand value systems, value streams, operating models, and structures.
- Integrate PRINCE2, DevOps, automation, and AI into service management.
- Use scenario-based learning to apply lifecycle concepts (e.g., ITIL Car Rental).
Benefits for you as an individual
You will gain a clear and actionable understanding of how digital services are created, delivered, supported, and improved across the ITIL lifecycle. This course strengthens your capability to manage value, outcomes, costs, and risks while applying modern practices such as human‑centred design, service journeys, lifecycle activities, and continual improvement. You will be equipped to confidently contribute to digital transformation and operational success.
Benefits for your organisation
Your organisation will benefit from improved service reliability, clarity of roles, lifecycle alignment, efficient resource use, and stronger stakeholder value. By adopting ITIL Service Version 5, organisations can build sustainable digital services, integrate suppliers, reduce operational risk, enhance user experience, and support strategic and regulatory requirements.
Prerequisites
ITIL® Foundation (Version 5) or ITIL 4 Foundation is required. A basic understanding of digital service management is recommended.Module 1: Digital Products and Services
- Introduction to digital products and services
- Characteristics of digital services
- Value creation through digital products and services
- Scope and purpose of the ITIL Product and Service Lifecycle Model
- Organizational value chain activities
Module 2: Discover
- Purpose and scope of the ‘Discover’ activity
- Key concepts and practices of discovery
- Steps and outputs of the discovery workflow
- Critical success factors and metrics
- Practical recommendations for effective discovery
Module 3: Design
- Designing digital products and services
- Human-centred design principles
- Design outputs, artefacts, and deliverables
- Critical success factors and design metrics
Module 4: Acquire
- Acquisition strategies for digital services
- Supplier and partner management
- Risk, governance, and compliance considerations
- Steps and outputs of acquisition workflows
Module 5: Build
- Developing and integrating digital service components
- Iterative and agile build activities
- Testing types: functional, non-functional, security, performance
- Build documentation, artefacts, and readiness checks
- Critical success factors and metrics
Module 6: Transition
- Purpose and scope of transition activities
- Transition readiness assessment and risk mitigation
- Deployment patterns and environment considerations
- Early life support and stakeholder communication
- Critical success factors and transition metrics
Module 7: Operate
- Ensuring service stability, reliability, and resilience
- Monitoring, observability, automation, and event management
- Operational workflows, runbooks, and troubleshooting
- Security operations and compliance integration
- Key success factors and operational metrics
Module 8: Deliver
- Service delivery principles and commitments
- Onboarding and offboarding processes
- Service request fulfilment and automation
- Feedback loops for continual improvement
- Delivery success metrics
Module 9: Support
- Incident, problem, and disaster handling
- Structured support workflows and escalation paths
- Major incident management
- Learning from incidents and improvement cycles
- Key metrics: MTTA, MTTR, SLA compliance, CSAT
Module 10: Lifecycle Management
- Integration of all lifecycle activities
- Value chain and value stream design
- Operating models and governance alignment
- Cross-functional coordination and ownership
Module 11: ITIL and Complementary Frameworks
- Integration with PRINCE2 and structured project management
- Integration with DevOps for fast flow and automation
- Responsible use of AI and automation across the lifecycle
- The ITIL Qualification Scheme and progression paths
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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