ITIL v5 Bridge

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• Agree
• Acquire
• Build
• Discover

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• A software product provided to the consumer by the service provider
• A specific task completed by the service provider as part of service delivery
• A result achieved by a stakeholder through the use of at least one output
• A tangible or intangible deliverable created during a service activity

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• To minimize reliance on third-party providers
• To maintain greater control and visibility over service delivery
• To remove the need for oversight, governance, and internal management
• To obtain capabilities that are difficult to develop internally

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• Build
• Design
• Acquire
• Discover

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• To strengthen direct personal engagement between users and support staff
• To comply with financial and regulatory policies
• To streamline operations and increase consistency by relying more on automation
• To ensure every service interaction is handled manually for better control

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

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• Transfer of goods
• Service action
• Service offering
• Access to resources

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• They reduce risks and provide resources through specialization
• They determine the financial outcomes for consumers directly
• They replace consumers' responsibilities with their own services
• They eliminate the need for consumers to use any resources

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• The addition, modification or removal of anything that could have an effect on product and service
• An underlying cause of one or more incidents
• Any component that needs to be managed in order to deliver an IT service
• An unplanned interruption to a service or reduction in the quality of a service

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• A service provider supplies new laptops to the customer
• A cloud user accesses shared online storage
• A customer receives advice from a helpdesk agent
• A team attends a virtual training session

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• Understand why patients use the appointment service
• Identify who the service consumers and key stakeholders are
• Evaluate the risks and financial consequences for the consumers
• Analyze how the system will help patients achieve their goals

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• Transfer of goods
• Delivery of goods
• Service actions
• Access to resources

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• Both of the above
• 2 only
• Neither of the above
• 1 only

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• An unplanned disruption of service unless there is a backup to that service
• Any disruption to service whether planned or unplanned
• An unplanned interruption to service or a reduction in the quality of service
• Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

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• The provider creates value and gives it to the customer.
• Value is created through a collaborative relationship between providers and consumers.
• Value is only created when the product is sold.
• The customer creates all the value themselves.

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• Discover
• Operate
• Design
• Acquire

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• Volatility
• Uncertainty
• Complexity
• Ambiguity

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• Collaborate and promote visibility
• Focus on value
• Start where you are
• Keep it simple and practical

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• Is only for hardware, not software.
• Does not require any software tools.
• Is cheaper to implement.
• Allows you to understand the internal state of a system based on external outputs (logs/traces).

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• What is the vision?
• How do we get there?
• Did we get there?
• How do we keep the momentum going?