ITIL v5 Bridge

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• Capability assessment and development
• General information
• Organizations and people
• Partners and suppliers

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• Where are we now?
• Take Action
• Where do we want to be?
• What is the vision?

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• Mapping of the ‘as-is’ value stream
• Mapping a ‘to-be’ value stream
• Value stream identification
• Value stream management

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• A combination of an organization’s resources based on digital technology and designed to offer value to consumers
• Actions performed by a service provider or jointly by a service provider and consumer
• The access to the service provider’s resources and their use according to the agreed terms and conditions
• A formal description of one or more services designed to address consumer needs

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• Quality of the resources and services outsourced from suppliers
• Negative impact of changes on service availability and performance
• Service performance against the agreed SLA targets
• Number and impact of incidents and performance deviations

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• Digital products are always based on digital services
• Digital services are always based on digital products
• Digital services and digital products exist independently
• Digital products are service actions performed by providers

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• Organization
• Sponsor
• Service provider
• Customer

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• Basic relationship
• Cooperative relationship
• Collaborative relationship
• Partner relationship

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• It includes only the activities visible to the service provider
• It represents all aspects visible between provider and consumer organizations
• It applies exclusively to modern, technology-based digital service models
• It defines the complete path of the customer’s service journey

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• To maintain and monitor digital products
• To secure and allocate resources efficiently
• To develop and test digital products
• To align product capabilities with consumer needs and strategy

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• Deliver
• Design
• Support
• Transition

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• Resolve incidents and fulfil recovery procedures
• Secure and allocate necessary resources efficiently
• Provide services and manage user onboarding
• Create functional prototypes for testing

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• Transition
• Operate
• Support
• Design

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• The process of merging code into a central repository
• The initial creation used for testing a product’s design
• Critical aspects, requirements, and characteristics of a product
• The ability of a system to remain operational

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• An unplanned interruption to a service or reduction in service quality
• A cause of one or more interruptions
• A flaw or vulnerability in a service
• Any change of state significant for management

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• By limiting DevOps usage to software development activities
• By providing the framework while DevOps supplies practices and techniques
• By replacing DevOps practices with standardized service management processes
• By positioning DevOps as a governance framework over ITIL

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• To automate governance decisions across the ITIL Value System
• To assess readiness and identify areas for improvement in using AI
• To benchmark AI tools against predefined industry standards
• To prioritize AI investments based on financial return

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• A legal contract between two vendors regulating financial penalties
• A documented agreement between a service provider and a customer that identifies services and their agreed levels
• A guideline document for internal IT teams without customer involvement
• An informal discussion between users and service providers about expectations

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• The 'deliver' and 'support' value chain activities
• The 'focus on value' ITIL Guiding Principle
• The 'value streams and processes' dimension
• The ITIL Value System

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• To automate service monitoring
• To identify and prioritize improvement opportunities
• To enhance and support management practices
• To control external stakeholders directly