ITIL® Product (Version 5)

1. Introduction to digital products:

• Fundamentals of digital products: You will learn what constitutes a digital product and how product vendors differ from service providers.
• Life cycle model: You will gain an overview of the ITIL® Product and Service Lifecycle Model and the role of product manufacturers within it.
• Holistic management: You will learn about the four dimensions of product and service management and how they interact.

2. Discover

• Introduction to the "Discover" activity: You will understand the purpose from the product manufacturer's perspective and learn how to align vision, strategy, and portfolio.
• Conducting discovery: You evaluate the product context, set goals, and communicate changes in the product roadmap.
• Success factors: You use key figures and practical tips to effectively manage discovery activities.

3. Design

• Introduction to the "design" activity: You will learn how to understand customer requirements and translate visions into concrete solutions.
• The design process: You analyze product demand, plan activities, and communicate the finished solution design to all stakeholders.
• Optimization: You identify critical success factors for high-quality product design.

4. Acquire

• Introduction to the "Acquire" activity: You clarify the need for resources and take the four dimensions into account during procurement.
• Cloud solutions: You will learn how to choose the right cloud provider, draft contracts, and successfully master onboarding (or offboarding) processes.
• Procurement steps: You review sourcing options and ensure that the required resources are available on time.

5. Build

• Introduction to the "Build" activity: You pay attention to compatibility with service providers and focus on close cooperation and validation.
• Creating the solution: You evaluate the design, plan the construction and testing, and deliver the solution, including documentation.
• Quality: You use metrics to ensure the progress and quality of the build activity.

6. Transition

• Introduction to the "Transition" activity: You plan the transition together with stakeholders and focus on training and enablement.
• Implementing the transition: You evaluate solutions, execute transition plans, and communicate the results.
• Marketplace transition: You will learn efficient ways to launch products via digital marketplaces.

7. Operate

• Introduction to the "Operate" activity: You understand the responsibilities associated with cloud components and collaboration in customer environments.
• Operations management: You plan operational tasks, report on status, and use feedback for continuous improvement.
• Collaboration: You will learn how to clearly divide tasks between providers and vendors.

8. Deliver

• Introduction to the "Deliver" activity: You focus on user-centric delivery (app-centric) and an outstanding user experience.
• Provision of services: You ensure that delivery obligations are met and report regularly on the status.
• Partner management: You manage the responsibilities between product manufacturers and partners.

9. Support

• Introduction to the "Support" activity: You will regulate agreements between vendors and providers and learn about various support scenarios (enterprise vs. B2C).
• Support process: You identify incidents or crises early on through monitoring and quickly restore normal operations.
• Reporting: You evaluate support activities and use key figures for optimization.

10. End-to-end lifecycle management

• Holistic management: You will learn to master challenges in product management and act consistently in a holistic manner.
• Value streams and journey: You understand the value streams of digital organizations, map them, and use the ITIL® Service Journey model.
• PRODUCT rules: You apply the specific rules for successful product management in practice.

The course content/learning objectives are based on the official syllabus.

Requirements

An ITIL® Version 5 Foundation or ITIL® 4 Foundation certificate is a prerequisite for this course.

Additional info: 

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