Having a common vocabulary supports effective communication and consistent application of ITIL principles.
More than just operating a service, needs to be a disciplined approach to ensure digital solutions are aligned with organizational goals and consistently deliver value to stakeholders.
Manage the full lifecycle of products and services while adapting to changing consumer needs.
The design, delivery and continual improvement of digital products and the services that support / enable them.
Digital product and service management: a set of specialized activities enabling value co‑creation.
A digital product: a configuration of an organization’s resources based on digital technology and designed to offer value to consumers.
Digital service: a service that fully or largely relies on digital products.
Continual improvement: a recurring activity performed at all levels of the organization to ensure stakeholder expectations are consistently met. Both a structured activity and a mindset.
Lifecycle: the full set of stages, transitions and associated statuses in the life of a service, product, practice or other entity.
ITIL PSLM is a structured model describing a set of activities an organization uses to conceive, design, operate and continually improve digital products and services.
Goods: tangible resources transferred from a service provider to a consumer, including ownership and responsibilities.
Utility: what the service does.
Warranty: assurance the product or service will perform to agreed levels.
User experience (UX): the overall feel of the service provider and product design.
Sustainability: the product or service is designed and delivered in a way that meets environmental and sustainability concerns.
They provide a holistic perspective of value creation and ensure all critical aspects for effective management are considered.
The human side of product and service management: structure, governance, roles, responsibilities, culture.
Covers information, data, technologies used/managed by services, information architecture, AI/ML, automation.
How the organization chooses, interacts and manages suppliers to ensure value creation.
Workflows and processes used to create and deliver products. Focus on efficiency, removing bottlenecks, improving flow.
All four dimensions are interrelated; changes in one affect others.
Align product concepts with consumer needs and organizational strategy.
Create detailed specifications and prototypes.
Secure and allocate resources efficiently.
Develop, integrate and test digital products.
Move products/services into operational environments with minimal disruption.
Maintain and monitor digital products and supporting systems.
Deliver the service to users, manage onboarding/offboarding, gather feedback.
Identify and resolve incidents, gather feedback, disaster recovery, service desk functions.
The system by which an organization is directed and controlled.
End‑to‑end activities transforming demand into value.
34 practices grouped into general and product/service management.
A recurring activity ensuring stakeholder expectations are consistently met.
| Practice guide chapters | Contents |
|---|---|
| General Info | Purpose, key terms, scope, success factors, metrics |
| Value streams and processes | Practice processes and contributions |
| Organizations and people | Roles, competencies, responsibilities |
| Partners and suppliers | Dependencies and support |
| Capability assessment | Maturity model, capability criteria |
| Recommendations | Success recommendations mapped to principles |
Identify how value flows through the organization, visualize, analyze bottlenecks, manage/improve flows.
AI supports discover, design, acquire, build, operate, deliver, support.
AI improves efficiency, reduces manual effort, enhances decision making.
| AI capability | Description | Examples |
|---|---|---|
| Creation | AI generates original output. | Complex answers, auto‑generated notes. |
| Curation | Improves quality of existing data. | Remove outdated KB articles. |
| Clarification | Summarizes, rephrases, restructures. | Incident summaries. |
| Cognition | Identifies patterns, anomalies. | Predict workloads, detect trends. |
| Communication | Acts as interface. | Chatbots, surveys. |
| Coordination | Orchestrates actions. | Trigger remediation workflows. |
DevOps introduces automation, CI/CD, collaboration into ITIL.
PRINCE2 provides structured governance for projects; ITIL ensures value over time.