ITIL & Service Management
ITIL® Service (Version 5)
Manage digital services through their lifecycle with ITIL Version 5.
3 daysIntermediate11 modules
About this course
Manage digital services through their lifecycle with ITIL Version 5. You will apply the lifecycle from a service perspective, use value streams to deliver and improve services and govern them effectively.
What you'll learn
- Core concepts of digital services and service value
- The ITIL Product and Service Lifecycle from a service perspective
- How value streams support service delivery and improvement
- Service governance, risk, and continual improvement
- How ITIL integrates with DevOps, AI, and project management
- How to prepare for and pass the ITIL® Service certification exam
Curriculum
11 modules
- 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
- 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
- Human centered and holistic product design principles
- Designing product capabilities, interfaces, and workflows
- Creating product specifications and prototypes
- Translating product direction into actionable designs
- 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
- Integrating design into build activities
- Developing and testing product components and integrations
- Managing iterative development and quality controls
- Preparing products for transition and use
- Transitioning products into live environments
- Managing releases, deployments, and change
- Ensuring product readiness, knowledge transfer, and risk management
- Stabilizing products during early life support
- Operating digital products reliably and securely
- Monitoring product performance, availability, and capacity
- Managing incidents and operational issues
- Maintaining product stability and operational effectiveness
- Delivering product enabled services to consumers
- Managing onboarding, access, and service interactions
- Supporting service consumption through products
- Maintaining service quality and stakeholder relationships
- 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
- 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
- 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
Who it's for
Service managers, owners and IT practitioners.
Before you start
- Participants must hold ITIL 4 Foundation or ITIL (Version 5) Foundation certification.
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