Module 1 - Digital Products and Services
Introduces the core concepts of digital products and digital services and explains how the ITIL Product and Service Lifecycle supports the creation and delivery of service value.
Module 2 - Discover
Examines how organizations identify new service opportunities and align strategy, vision, and service portfolios with business objectives and stakeholder expectations.
Module 3 - Design
Explores how human-centered design principles and holistic design practices contribute to effective service design and lifecycle planning.
Module 4 - Acquire
Explains how organizations obtain the capabilities, technologies, resources, and supplier relationships required to develop and deliver successful services.
Module 5 - Build
Covers how approved service designs are transformed into operational capabilities through structured development, integration, and implementation activities.
Module 6 - Transition
Explores the controlled introduction of new or changed services into live environments through structured transition planning and execution.
Module 7 - Operate
Focuses on the operational management of digital services to ensure reliable, efficient, and sustainable service delivery in live environments.
Module 8 - Deliver
Describes how services are delivered to customers through effective service relationships, delivery practices, and value co-creation.
Module 9 - Support
Explains how incidents, problems, and service disruptions are managed to maintain service quality, operational performance, and a positive user experience.
Module 10 - Lifecycle Management
Examines how operating models, service value streams, organizational structures, and technology enable the effective management of the complete service lifecycle.
Module 11 - ITIL and Other Frameworks
Explores how ITIL practices integrate with DevOps and project management frameworks such as PRINCE2 to improve the delivery and management of digital services.
Exams and Assessments
This course includes an official certification examination.
- 40 multiple-choice questions
- 90-minute examination
- Open-book examination. Candidates may use the official ITIL Service publication during the exam, including personal notes written within the publication. No other reference materials are permitted.
- Pass mark: 28 out of 40 (70%)
- The examination is delivered online through PeopleCert and may be taken at the learner's convenience.
- The assessment measures the learner's understanding of service lifecycle concepts and the practices required to manage and deliver digital services effectively.
