ITIL® Product (Version 5) Eğitimi

Digital products are at the heart of modern service delivery. Organisations rely on well-designed digital products to enable digital services, support value creation, and respond quickly to changing customer needs. This course introduces the ITIL® approach to digital product management and explores how organisations create and continually improve digital products across the ITIL product and service lifecycle.

Learners will learn how digital products combine organisational resources and digital technologies to enable service offerings and deliver value to consumers. The course explains how organisations move products through discovery, design, acquisition, development, transition, operation, delivery, and support while maintaining alignment with organisational objectives.

Learners will also explore how value chain activities, management practices, and operating models support the lifecycle of digital products. By the end of the course, participants will understand how to manage digital products effectively and deliver consistent value across the product lifecycle.

Participants must hold one of the following certifications:

• ITIL (Version 5) Foundation Certificate
• Any ITIL4 Certificate

Learners should also have:

• A basic understanding of service management concepts
• Familiarity with digital services and technology-enabled products
• Experience working in service delivery, operations, or product-focused roles

Target audience

This course is designed for professionals involved in the planning, development, delivery, or management of digital products and services.

Typical roles include:

• Service management professionals
• Product managers and product owners
• Service delivery professionals
• Operations and support specialists
• Digital transformation professionals
• Professionals seeking to deepen their understanding of ITIL product lifecycle practices

By the end of this course, learners will be able to:

• Understand the key concepts of digital products and digital services
• Explain the purpose, scope, and structure of the ITIL product and service lifecycle
• Describe how organisational value chain activities support lifecycle activities
• Apply lifecycle activities including discover, design, acquire, build, transition, operate, deliver, and support
• Identify the roles, outputs, success factors, and metrics associated with lifecycle activities
• Apply human-centred design principles and effective acquisition approaches
• Explain how operating models, value streams, and organisational structures support digital product management
• Understand how artificial intelligence, automation, and complementary frameworks support product and service management

Module 1 - Digital products and services

• Introduces digital products and services, their characteristics, and how the ITIL product and service lifecycle supports value creation.

Module 2 - Discover

• Explores how organisations identify opportunities, validate product direction, and generate insights that guide product development.

Module 3 - Design

• Examines how human-centred design and supporting practices shape effective digital products and services.

Module 4 - Acquire

• Explains how organisations acquire technology, talent, and suppliers to support digital product development.

Module 5 - Build

• Covers how product designs are developed into working capabilities through structured build planning and execution.

Module 6 - Transition

• Explores how digital products are prepared and introduced safely into live environments.

Module 7 - Operate

• Focuses on operating digital products and services reliably in live environments.

Module 8 - Deliver

• Describes how services are delivered to users through service relationships, delivery models, and service management practices.

Module 9 - Support

• Explains how incidents, problems, and service disruptions are managed to maintain product stability and user experience.

Module 10 - Lifecycle management

• Examines how operating models, value streams, and technology enablers support end-to-end digital product management.

Module 11 - ITIL and other frameworks

• Explores how ITIL practices integrate with DevOps and project management frameworks such as PRINCE2.

Exams and assessments

This course includes a formal certification exam:

• 40 multiple-choice questions
• 90 minutes duration
• Open book (The official ITIL Product publication may be used during the exam, including notes made within the text. No other reference materials are permitted.)
• Pass mark: 28 out of 40 (70%)
• The exam is delivered online via PeopleCert and can be taken at the learner’s convenience

The assessment evaluates the learner’s understanding of the ITIL product and service lifecycle and digital product management practices.

Hands-on learning

Participants will explore practical scenarios related to the management of digital products and services across their lifecycle.

The course includes:

• Scenario-based exercises exploring lifecycle decision making
• Instructor-led discussions based on real-world service environments
• Practical examples demonstrating digital product management concepts
• Collaborative discussions connecting theory with operational practice