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Overview
Services are a primary way organisations deliver value to customers and stakeholders. This course explores how organisations design, build, deliver, support, and continually improve services using the ITIL® product and service lifecycle.
Learner will discover how digital services enable value co-creation by helping customers achieve desired outcomes without needing to manage specific costs and risks. The course explains how services operate within modern, complex environments and how organisations use structured lifecycle activities to ensure services remain aligned with stakeholder needs and organisational objectives.
Learners will examine how value chain activities, management practices, and operating models support digital service management. By the end of the course, participants will understand how to manage services effectively across the lifecycle while supporting resilience, user experience, and continual improvement.
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 environments
- Experience working in service delivery, operations, or support roles
Target audience
This course is designed for professionals involved in the planning, design, delivery, or management of services within modern digital organisations.
Typical roles include:
- Service management professionals
- Service delivery and service operations professionals
- Product and service managers
- Operations and support specialists
- Digital transformation professionals
- Professionals seeking to deepen their understanding of ITIL service 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 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
- Explain how management practices enable and support service lifecycle activities
- Describe how operating models, service value streams, and organisational structures support service management
- Understand how artificial intelligence, automation, and complementary frameworks support service management and service delivery
Outline
Module 1 - Digital products and services
- Introduces digital products and services, their characteristics, and how the ITIL product and service lifecycle supports service value creation.
Module 2 - Discover
- Explores how organisations identify service opportunities and align strategy, vision, and portfolio direction with stakeholder needs.
Module 3 - Design
- Examines how human-centred and holistic design principles support effective service design and lifecycle planning.
Module 4 - Acquire
- Explains how organisations acquire capabilities, technologies, and suppliers to support service development and delivery.
Module 5 - Build
- Covers how service designs are developed into operational capabilities through structured build planning and execution.
Module 6 - Transition
- Explores how services are prepared and introduced into live environments through structured transition activities.
Module 7 - Operate
- Focuses on running digital services effectively in live environments using structured operational practices.
Module 8 - Deliver
- Describes how services are delivered to users through service relationships, delivery practices, and value co-creation.
Module 9 - Support
- Explains how incidents, problems, and disruptions are managed to maintain service performance and user experience.
Module 10 - Lifecycle management
- Examines how operating models, value streams, organisational structures, and technology enable effective service lifecycle 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 Service 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 service lifecycle concepts and the practices used to manage digital services effectively.
Hands-on learning
Participants will explore practical scenarios related to the management of digital services across their lifecycle.
The course includes:
- Scenario-based exercises exploring lifecycle decision making
- Instructor-led discussions based on real service environments
- Practical examples demonstrating service 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.