ITIL® Product (Version 5) Certification Training

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