ITIL® Service (Version 5) Certification Training

Module 1: Digital Products and Services

• Definition and characteristics of digital products and digital services
• How digital products create value
• Digital product–digital service relationships
• Overview of the ITIL Product and Service Lifecycle

Module 2: Discover

• Ensure continuous alignment with consumer needs and organisational strategy
• Understand problems before designing solutions
• Levels of discovery: organisational, portfolio, product
• Critical Success Factors (CSFs): validated needs, market insight, early alignment, experimentation
• Metrics: hypothesis validation, problem-solution fit, learning velocity, insight quality

Module 3: Design

• Human-centered and holistic design principles
• Creating specifications, prototypes, workflow designs, UX approaches
• Interaction design, information architecture, design systems
• Steps: analyse demand, plan design, execute design, communicate solution
• CSFs: multi-disciplinary collaboration, clarity, testability, traceability
• Metrics: usability indicators, design cycle time, requirement stability

Module 4: Acquire

• Sourcing and acquiring tools, technologies, suppliers, and capabilities
• Assessment of sourcing options; procurement and integration considerations
• CSFs: supplier relationships, holistic resource planning, governance
• Metrics: TCO, time-to-value, supplier performance, contract compliance

Module 5: Build

• Turning designs into functioning product elements
• Integration, component creation, testing, iterative development
• CSFs: clear architecture, automated testing, incremental delivery
• Metrics: build velocity, defect rates, cycle time, test coverage

Module 6: Transition

• Moving solutions into live environments
• Ensuring readiness, risk management, controlled releases
• CSFs: standardised Definition of Done, automation, early involvement of ops/support
• Metrics: post-deployment defect rate, deployment success, stability indicators

Module 7: Operate

• Operating products and platforms with reliability, availability, security
• Monitoring, incident handling, capacity, performance
• CSFs: observability, ownership, response rigor, automation
• Metrics: MTTR, SLA compliance, error rates, operational load

Module 8: Deliver

• Providing products and services to customers
• Managing onboarding/offboarding, service actions, user interactions
• CSFs: user experience, clarity of agreements, integrated workflows
• Metrics: fulfillment time, satisfaction, automation levels

Module 9: Support

• Restoring normal service following incidents
• Problem management, knowledge management, disaster recovery
• CSFs: unified support flows, real-time visibility, supplier governance
• Metrics: MTTA, MTTR, recurrence rates, CSAT/NPS

Module 10: Lifecycle Management

• Integrating all lifecycle activities into cohesive value streams
• Mapping, optimising, and governing value streams
• CSFs: alignment, governance, continual improvement
• Metrics: value realisation, flow efficiency, lifecycle coherence

Module 11: ITIL and Other Frameworks

• ITIL + DevOps (flow, feedback, resilience)
• ITIL + PRINCE2 (project/change structure)
• AI and automation in lifecycle activities
• Governance, coordination, cognitive support