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Overview
Digital products are at the heart of modern service delivery. Organisations rely on well-designed digital products to enable digital services, support value creation, and respond quickly to changing customer needs. This course introduces the ITIL® approach to digital product management and explores how organisations create and continually improve digital products across the ITIL product and service lifecycle.
Learners will learn how digital products combine organisational resources and digital technologies to enable service offerings and deliver value to consumers. The course explains how organisations move products through discovery, design, acquisition, development, transition, operation, delivery, and support while maintaining alignment with organisational objectives.
Learners will also explore how value chain activities, management practices, and operating models support the lifecycle of digital products. By the end of the course, participants will understand how to manage digital products effectively and deliver consistent value across the product lifecycle.
Prerequisites
Participants must hold one of the following certifications:
- ITIL (Version 5) Foundation Certificate
- Any ITIL4 Certificate
Learners should also have:
- A basic understanding of service management concepts
- Familiarity with digital services and technology-enabled products
- Experience working in service delivery, operations, or product-focused roles
Target audience
This course is designed for professionals involved in the planning, development, delivery, or management of digital products and services.
Typical roles include:
- Service management professionals
- Product managers and product owners
- Service delivery professionals
- Operations and support specialists
- Digital transformation professionals
- Professionals seeking to deepen their understanding of ITIL product lifecycle practices
Delegates will learn how to
By the end of this course, learners will be able to:
- Understand the key concepts of digital products and digital services
- Explain the purpose, scope, and structure of the ITIL product and service lifecycle
- Describe how organisational value chain activities support lifecycle activities
- Apply lifecycle activities including discover, design, acquire, build, transition, operate, deliver, and support
- Identify the roles, outputs, success factors, and metrics associated with lifecycle activities
- Apply human-centred design principles and effective acquisition approaches
- Explain how operating models, value streams, and organisational structures support digital product management
- Understand how artificial intelligence, automation, and complementary frameworks support product and service management
Outline
Module 1 - Digital products and services
- Introduces digital products and services, their characteristics, and how the ITIL product and service lifecycle supports value creation.
Module 2 - Discover
- Explores how organisations identify opportunities, validate product direction, and generate insights that guide product development.
Module 3 - Design
- Examines how human-centred design and supporting practices shape effective digital products and services.
Module 4 - Acquire
- Explains how organisations acquire technology, talent, and suppliers to support digital product development.
Module 5 - Build
- Covers how product designs are developed into working capabilities through structured build planning and execution.
Module 6 - Transition
- Explores how digital products are prepared and introduced safely into live environments.
Module 7 - Operate
- Focuses on operating digital products and services reliably in live environments.
Module 8 - Deliver
- Describes how services are delivered to users through service relationships, delivery models, and service management practices.
Module 9 - Support
- Explains how incidents, problems, and service disruptions are managed to maintain product stability and user experience.
Module 10 - Lifecycle management
- Examines how operating models, value streams, and technology enablers support end-to-end digital product management.
Module 11 - ITIL and other frameworks
- Explores how ITIL practices integrate with DevOps and project management frameworks such as PRINCE2.
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 90 minutes duration
- Open book (The official ITIL Product publication may be used during the exam, including notes made within the text. No other reference materials are permitted.)
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online via PeopleCert and can be taken at the learner’s convenience
The assessment evaluates the learner’s understanding of the ITIL product and service lifecycle and digital product management practices.
Hands-on learning
Participants will explore practical scenarios related to the management of digital products and services across their lifecycle.
The course includes:
- Scenario-based exercises exploring lifecycle decision making
- Instructor-led discussions based on real-world service environments
- Practical examples demonstrating digital product management concepts
- Collaborative discussions connecting theory with operational practice
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
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How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.