Course Outline:
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
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