2.1.1. Digital Product and Service Management
💡 First Principle: Digital product and service management is what you get when you take ordinary service management and accept that, today, the products and services are overwhelmingly delivered through technology — so digital isn't a special case, it's the default context.
Digital product and service management is the set of organizational capabilities for creating value through digital products and services. The word digital signals that information technology isn't just a supporting tool but the very medium through which value flows — the streaming app, the banking platform, the cloud service. Managing these well means coordinating the people, technology, partners, and ways of working that bring a digital product to life and keep it valuable.
⚠️ Exam Trap: "Digital" in ITIL Version 5 does not mean "only the IT department's concern." It means the organization as a whole creates value through digital means — a distinction the exam may probe by contrasting a narrow technical reading with the broader organizational one.
Reflection Question: Why does ITIL Version 5 treat "digital" as the default context rather than a niche specialty?
