ITIL Service course

• Deliver
• Support
• Lifecycle management
• ITIL and other frameworks

Full curriculum details

Digital products and services

• What digital products and digital services are, their key characteristics and how they create value
• The relationship between digital products and digital services
• Overview of the ITIL Product and Service Lifecycle

Discover

• Ensuring continuous alignment with consumer needs and organisational strategy
• Understanding problems before designing solutions across organisational, portfolio and product levels
• Critical success factors: validated needs, market insight, early alignment and experimentation
• Metrics: hypothesis validation, problem-solution fit, learning velocity and insight quality

Design

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

Acquire

• Sourcing and acquiring tools, technologies, suppliers and capabilities
• Assessment of sourcing options, procurement and integration considerations
• Critical success factors: supplier relationships, holistic resource planning and governance
• Metrics: total cost of ownership, time-to-value, supplier performance and contract compliance

Build

• Turning designs into functioning product elements through integration, component creation, testing and iterative development
• Critical success factors: clear architecture, automated testing and incremental delivery
• Metrics: build velocity, defect rates, cycle time and test coverage

Transition

• Moving solutions into live environments with readiness, risk management and controlled releases
• Critical success factors: standardised Definition of Done, automation and early involvement of operations and support
• Metrics: post-deployment defect rate, deployment success and stability indicators

Operate

• Operating products and platforms with reliability, availability and security
• Monitoring, incident handling, capacity and performance
• Critical success factors: observability, ownership, response rigour and automation
• Metrics: mean time to restore, SLA compliance, error rates and operational load

Deliver

• Providing products and services to customers through onboarding, offboarding, service actions and user interactions
• Critical success factors: user experience, clarity of agreements and integrated workflows
• Metrics: fulfilment time, satisfaction and automation levels

Support

• Restoring normal service following incidents through problem management, knowledge management and disaster recovery
• Critical success factors: unified support flows, real-time visibility and supplier governance
• Metrics: mean time to acknowledge, mean time to restore, recurrence rates and customer satisfaction scores

Lifecycle management

• Integrating all lifecycle activities into cohesive value streams through mapping, optimising and governing
• Critical success factors: alignment, governance and continual improvement
• Metrics: value realisation, flow efficiency and lifecycle coherence

ITIL Service and other frameworks

• ITIL and DevOps: flow, feedback and resilience
• ITIL and PRINCE2: project and change structure
• AI and automation in lifecycle activities, governance, coordination and cognitive support