Course
digicode: IT5PRO
ITIL® Product
Course facts
- Understanding the key concepts of ITIL®, in particular the fundamentals of digital product and service management and the service economy
- Knowing how service relationships and the digital product and service lifecycle contribute to value creation in modern organizations
- Learning about the four dimensions of ITIL® service management and how they interact
- Understanding the purpose and components of the ITIL® service value system
- Knowing the activities of the ITIL® Service Value Chain and understanding how they work together to create value
- Understanding the importance of value streams, including value stream analysis and value stream management in digital organizations
- Understanding how ITIL® contributes to the optimization of organizations and the further development of professional skills
1 Introduction to digital products
- Fundamentals of digital products: You will learn what constitutes a digital product and how product vendors differ from service providers.
- Life cycle model: You will gain an overview of the ITIL® Product and Service Lifecycle Model and the role of product manufacturers within it.
- Holistic management: You will learn about the four dimensions of product and service management and how they interact.
2 Discover
- Introduction to the «Discover» activity: You will understand the purpose from the product manufacturer's perspective and learn how to align vision, strategy, and portfolio.
- Conducting discovery: You will evaluate the product context, set goals, and communicate changes in the product roadmap.
- Success factors: You will use key performance indicators and practical tips to effectively manage discovery activities.
3 Design
- Introduction to the «Design» activity: You will learn how to understand customer requirements and translate visions into concrete solutions.
- The design process: You analyze product demand, plan activities, and communicate the finished solution design to all stakeholders.
- Optimization: You identify critical success factors for high-quality product design.
4 Acquire
- Introduction to the «Acquire» activity: You clarify resource requirements and consider the four dimensions of procurement.
- Cloud solutions: You learn how to choose the right cloud provider, draft contracts, and successfully master onboarding (or offboarding) processes.
- Procurement steps: You review sourcing options and ensure that the required resources are available on time.
5 Build
- Introduction to the «Build» activity: You ensure compatibility with service providers and focus on close collaboration and validation.
- Creating the solution: You evaluate the design, plan the construction and testing, and deliver the solution, including documentation.
- Quality: You use key performance indicators to ensure the progress and quality of the build activity.
6 Transition
- Introduction to the «Transition» activity: You plan the transition together with stakeholders and focus on training and enablement.
- Implementation of the transition: You evaluate solutions, execute transition plans, and communicate the results.
- Marketplace transition: You learn efficient ways to launch products via digital marketplaces.
8 Deliver
- Introduction to the «Deliver» activity: You focus on user-centric delivery (app-centric) and an outstanding user experience.
- Service delivery: You ensure that delivery commitments are met and report regularly on the status.
- Partner management: You manage the responsibilities between product manufacturers and partners.
9 Support
- Introduction to the «Support» activity: You regulate agreements between vendors and providers and learn about different support scenarios (enterprise vs. B2C).
- Support process: You identify incidents or crises at an early stage through monitoring and quickly restore normal operations.
- Reporting: You evaluate support actions and use key performance indicators for optimization.
10 End-to-end lifecycle management
- Holistic management: You learn to master challenges in product management and act consistently in a holistic manner.
- Value streams and journey: You understand the value streams of digital organizations, map them, and use the ITIL® Service Journey model.
- PRODUCT rules: You apply the specific rules for successful product management in practice.
The course content/learning objectives are based on the official syllabus.
This three-day training course provides a thorough and in-depth coverage of the official syllabus. Exercises and discussions help to consolidate the content and encourage joint reflection. Sample exams and quizzes are used for targeted and structured exam preparation.
You should plan for at least twenty hours outside of class for preparation and follow-up work.
This course is for you if you develop, manage, or are responsible for digital products and want to apply ITIL® best practices in a targeted manner. It is aimed at specialists and managers who want to innovate digital products, create value together with stakeholders, and consistently align the entire product lifecycle with business value.
This is the right place for you if you effectively orchestrate people, processes, and technology to achieve measurable added value. You will also consistently develop ITIL® from classic service management toward product thinking.
The target audience includes:
- Product managers and product owners
- Service managers and service owners
- Digital product leads
- Portfolio and value stream managers
- IT and business managers with product responsibility
- Agile coaches and transformation leads
An «ITIL® Version 5 Foundation» or «ITIL® 4 Foundation» certificate is a prerequisite for this course.
If you do not yet have either of these Foundation certifications, please attend the following course:
The exam is currently only available in English.
You will receive a voucher for the online exam via email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam is proctored by a PeopleCert proctor, which requires a device with a microphone and camera. We recommend taking the exam on a private PC/notebook, as company notebooks are often subject to certain restrictions.
For more information about the exam, please visit the PeopleCert website here.
Format: multiple-choice exam questions, number of questions: 40, duration: 90 minutes
During the exam, you will use the «ITIL® Car Rental Scenario», which provides you with background information for the exam questions.
This is an open book exam. You may use the official book «ITIL Product (Version 5)» and take notes in it. No other aids are permitted.
«Take2» option:
This option allows you to retake the exam at a lower price if you do not pass. The retake exam takes place online. If required, you can book this option independently in your PeopleCert cadidate profile before booking the exam. You have up to 6 months from the date of the first exam to prepare and take the retake exam.
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