ITIL® Product (Version 5)

Course Duration

3 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification.

Course Description

The ITIL® Product (Version 5) course provides the guidance needed to manage digital products end-to-end . from discovery through design, acquisition, build, transition, operation, delivery, and support. Participants learn how digital products enable services, how value is co-created, and how organizations can govern products effectively across complex, evolving ecosystems. The course emphasizes practical application, lifecycle thinking, value streams, and continual improvement. IT Dojo instructors deliver this material with real-world context drawn from government and enterprise environments, helping students apply ITIL Product guidance on the job from day one.

Learning Objectives

• Understand how digital products enable services and co-create value.
• Apply the ITIL Product and Service Lifecycle to product management activities.
• Manage products end-to-end from discovery through support.
• Govern products effectively across complex and evolving ecosystems.
• Apply value stream thinking and continual improvement to product management.
• Integrate ITIL Product with DevOps, PRINCE2, and AI-supported practices.
• Prepare for and pass the ITIL Product (Version 5) certification exam.

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, 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

Frequently Asked Questions