29 lines
1.9 KiB
Markdown
29 lines
1.9 KiB
Markdown
# ITIL 5 Evolution: From Service to Digital Product
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This reference guide explores the fundamental shifts introduced in the ITIL 5 (2026) framework.
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## 1. The Paradigm Shift: DPSM
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**Digital Product & Service Management (DPSM)** is the core of ITIL 5. While ITIL 4 introduced the Service Value System (SVS), ITIL 5 integrates the "Product" mindset as the primary unit of value.
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- **Outcome over Output:** Services are no longer just "delivered"; they are evolved as products.
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- **Continuous Co-creation:** Value is not created by the provider and consumed by the user; it is continuously co-created through interactive digital touchpoints.
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## 2. AI-Native Infrastructure
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ITIL 5 explicitly addresses AI as a primary driver of service delivery.
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- **Predictive Ops:** Moving from "Reactive" to "Predictive" incident management using Large Language Models (LLMs) and Pattern Recognition.
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- **Governance of Algorithms:** A new practice dedicated to ensuring AI models used in services are ethical, transparent, and compliant with regional data laws (GDPR, etc.).
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## 3. Sustainability as a Dimension
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ITIL 5 adds "Sustainability" as an explicit component of every practice.
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- **Green Service Design:** Mandatory assessment of the environmental impact of new digital products.
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- **SLA to XLA+S:** Service Level Agreements (SLAs) evolve into Experience Level Agreements (XLAs) + Sustainability (S) targets.
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## 4. Modernizing the 4 Dimensions
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- **Organizations & People:** Focus on AI-augmented teams (Human + AI).
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- **Information & Technology:** Emphasis on Data Sovereignty and AI Ethics.
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- **Partners & Suppliers:** Managing "Eco-system" partners, with a focus on shared sustainability values.
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- **Value Streams & Processes:** Shift to "Automated Value Chains" where manual handovers are replaced by event-driven automation.
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---
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*Reference source based on 2026 industry trends and PeopleCert projections.*
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