ITIL v5 Bridge

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• To gather customer requirements for the next year.
• To ensure that new or changed components are validated and deployed safely.
• To fix broken hardware in the data center.
• To manage the financial budget for the IT department.

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• Sustainability
• Governance
• Warranty
• Utility

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• Local Optimization
• Universal Application / Enterprise Service Management
• Silo Thinking
• Technical Debt

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• They are easy to manage using standard Step-by-Step manuals.
• Small changes can trigger large, unpredictable effects (the 'Butterfly Effect').
• They only exist in small organizations.
• A small change in one part of the system always leads to a small change elsewhere.

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• The speed of the internet connection.
• The number of pixels on a screen.
• The sum of all interactions a stakeholder has with an organization’s digital products and services.
• The process of buying a new computer.

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• Support
• Operate
• Transition
• Design

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• Translated into actionable policies and followed.
• Ignored by the technical teams.
• Only updated once every decade.
• Managed by a single junior employee.

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• Partners and suppliers
• Value streams and processes
• Value chain
• Organizations and people

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• The service will meet the agreed requirements
• The service will continually meet requirements for environmental responsibility
• The service delivers the required functionality to meet business needs
• The service supports the performance of the consumer

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• A person or group that has its own functions and authorities
• A person or group that authorizes a change
• The role that defines the requirements for a service
• The role that authorizes the budget for service consumption

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• A recommendation that guides an organization's actions and decisions in all circumstances
• A set of organizational resources designed for performing specific work or achieving a particular objective
• A set of rules that ensures consistent decision-making and accountability within the organization
• A conceptual and visual representation of how an organization co-creates value with its customers

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

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• The addition, modification, or removal of anything that could affect services
• An unplanned interruption to a service or reduction in the quality of a service
• A cause, or potential cause, of one or more incidents
• A version of a product, service, or other configuration item made available for use

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• Information and technology
• Organizations and people
• Value streams and processes
• Partners and suppliers

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• To perform day-to-day service operations
• To ensure organizational activities are directed and controlled
• To provide detailed technical guidance for service design
• To define and manage process activities for service delivery

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• Support
• Deliver
• Operate
• Transition

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• A request that triggers an agreed service action
• The process of releasing new or updated products to users
• An initial version of a product demonstrating its basic form and functionality
• A finalized product specification approved for development

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• A set of organizational resources and capabilities to achieve an objective
• A series of steps an organization undertakes to enable value for consumers through management of products and services
• A tangible or intangible deliverable of an activity
• A configuration of an organization's resources designed to offer value for a consumer

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• Acquire
• Build
• Discover
• Deliver

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• Continuous Deployment
• Continuous Integration
• Continuous Delivery
• DevOps