Detailed Course Outline
Module 1: Digital Products and Services
- Definition and characteristics of digital products
- How digital products create value and enable services
- Relationships between digital products, services, and service offerings
- Overview of the ITIL Product and Service Lifecycle from a product perspective
Module 2: Discover
- Understanding consumer needs, market context, and product direction
- Aligning product vision, positioning, and portfolio decisions
- Applying discovery at organizational, portfolio, and product levels
- Assessing context, agreeing objectives, prioritizing initiatives, and communicating roadmap changes
Module 3: Design
- Human‑centered and holistic product design principles
- Designing product capabilities, interfaces, and workflows
- Creating product specifications and prototypes
- Translating product direction into actionable designs
Module 4: Acquire
- Acquiring technology, people, and third‑party services for products
- Evaluating sourcing options and acquisition strategies
- Managing suppliers and internal capabilities
- Ensuring acquired resources support product lifecycle needs
Module 5: Build
- Integrating design into build activities
- Developing and testing product components and integrations
- Managing iterative development and quality controls
- Preparing products for transition and use
Module 6: Transition
- Transitioning products into live environments
- Managing releases, deployments, and change
- Ensuring product readiness, knowledge transfer, and risk management
- Stabilizing products during early life support
Module 7: Operate
- Operating digital products reliably and securely
- Monitoring product performance, availability, and capacity
- Managing incidents and operational issues
- Maintaining product stability and operational effectiveness
Module 8: Deliver
- Delivering product‑enabled services to consumers
- Managing onboarding, access, and service interactions
- Supporting service consumption through products
- Maintaining service quality and stakeholder relationships
Module 9: Support
- Supporting products during normal operation and disruption
- Managing problems, known errors, and recovery activities
- Using knowledge to improve product support effectiveness
- Reducing recurrence and improving product resilience
Module 10: Lifecycle Management
- Managing digital products end‑to‑end across the lifecycle
- Integrating lifecycle activities into product value streams
- Governing products for consistency, sustainability, and improvement
- Applying continual improvement to product management
Module 11: ITIL and Other Frameworks
- Integrating ITIL Product with DevOps practices
- Aligning ITIL Product with PRINCE2 and project delivery
- Using AI and automation to support product management
- Applying governance and decision support across the product lifecycle