ITIL® Managing Professional Transition (Version 5) Certification Training

Module 1: Introduction to ITIL Product, Service, and Experience

• Evolution of ITIL: from IT Service Management to Digital Product and Service Management
• Digital products vs. digital services: definitions, relationships, and value creation
• Service offerings and how value is realized through outcomes, not outputs
• Value, costs, risks, and value co‑creation
• ITIL Guiding Principles and the ITIL Value System
• Introduction to the ITIL Product and Service Lifecycle Model

Module 2: The ITIL Product and Service Lifecycle – Core Activities

• Lifecycle management as non‑linear, context‑driven activities
• Product vendor vs. service provider perspectives
• Lifecycle integration, value streams, and operating models
• Roles, responsibilities, and service relationships
• Service journey and experience touchpoints

Module 3: Lifecycle Activities in Practice

• Purpose and key concepts
• Typical inputs, outputs, roles, and success factors
• Metrics and practical recommendations
• Product perspective vs. service perspective
• Scenario application using ITIL Car Rental

Module 4: ITIL Experience

• Experience as a driver of value (trust, perception, engagement)
• Experience signals, journeys, and moments that matter
• Balancing performance, cost, reliability, and human outcomes
• Experience governance and continual improvement
• Applying experience thinking across the lifecycle

Module 5: ITIL Transformation

• Transformation vs. continual improvement
• Governance, positioning, execution, and learning
• Managing uncertainty, complexity, and risk
• Aligning people, processes, and technology
• Transformation scenarios using ITIL Car Rental

Module 6: ITIL, AI, and Digital Enablement

• AI as an actor in digital products and services
• Automation, decision support, and augmentation
• Ethical considerations and governance
• Impact of AI across lifecycle activities and experience

Module 7: ITIL and Other Frameworks

• Integration with PRINCE2® and DevOps Institute®
• Aligning delivery, operations, and transformation
• Avoiding framework silos
• Practical coexistence models

Exam Preparation and Review

• Review of key concepts and lifecycle relationships
• Scenario‑based sample questions and rationales
• Exam structure, approach, and expectations
• Final knowledge checks and confidence building