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

ITIL® Product (Version 5)