Overview

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Explore the complete ITSM v5 product and service lifecycle, from discovery to support, and understand the four dimensions that shape effective service management. Learn how to design, build, and operate digital products and services for maximum business value. This course guides learners through the eight key activities of the ITSM v5 product and service lifecycle, highlighting practical approaches to discovery, design, sourcing, building, transitioning, operating, delivering, and supporting IT services. You will also examine the four dimensions of service management-organizations and people, value streams and processes, information and technology, and partners and suppliers-gaining a holistic perspective on how these elements interact to drive successful service outcomes. The course uses a blend of conceptual explanations and real-world scenarios to illustrate lifecycle activities and the integration of the four dimensions, enabling learners to apply best practices in designing and managing digital services. This course is part two of a three-course Specialization designed to build a complete and cohesive understanding of the subject. While it offers valuable skills on its own, you'll gain the most benefit by progressing through all three courses as a structured learning journey. This course is based on ITSM v5 Foundation – Master IT Service Management for 2026 Certification Success, by Avnish Singh and Pavan Kumar. This course is licensed and distributed by Packt. All rights reserved. Packt is one of the world's most prolific publishers of cutting-edge technical content. For over two decades we've made it our mission to curate and publish the knowledge of only the very best technical experts. We focus on real-world courses that help our customers get the job done, with coverage that extends across a wide range of established and cutting-edge technical topics. If you're an individual or an organisation that embraces learning by doing, Packt is the perfect fit for you.

Syllabus

ITSM v5 Product and Service Lifecycle: Eight Activities Explained
- This module provides a comprehensive overview of the ITSM v5 product and service lifecycle, covering eight key activities that support service delivery. Learners will explore how the lifecycle evolved from ITSM v4 and understand the practical application of each phase in real-world scenarios. By the end, learners will be able to navigate the iterative and non-linear nature of the lifecycle and apply best practices in sourcing, building, and supporting IT services.
ITSM v5 Four Dimensions: Organisations, People and Processes
- This module provides a comprehensive overview of the four dimensions of IT Service Management (ITSM) v5, focusing on organizations, people, value streams, and partners. Learners will gain insights into how these elements interact to support efficient service delivery and organizational success. The module emphasizes practical applications through real-world scenarios and best practices.
ITSM v5 Foundation — Digital Products and Services
- This module explores the distinctions between digital products and services, how value is created and co-created in ITSM v5, and the role of service interactions, customer outcomes, and AI in modern service management. Learners will gain a comprehensive understanding of digital service delivery and its impact on customer experience.