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ITIL v5 Bridge
Definitions
| Term | Definition |
|---|---|
| Service | A means of enabling value co-creation by facilitating outcomes that consumers want to achieve, without the consumer having to manage specific costs and risks. |
| Product | A configuration of an organization’s resources designed to offer value for a consumer. |
| Digital Product | A combination 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. |
| Digital Product and Service Management | A set of specialized organizational capabilities for enabling value for customers in the form of digital products and services. |
| Define the ITIL Product and Service Lifecycle as a key concept of digital product and service management | A structured model that describes the set of activities an organization uses to conceive, design, create, deliver, operate, and continually improve digital products and services. It shows how products and services evolve over time and how management focus |
| Utility | The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service must either support the perfo |
| Warranty | The assurance that a product or service will meet the agreed requirements. Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’. Warranty often relates to service levels aligned with the |
| User Experience | The sum of functional and emotional interactions with a service and service provider as perceived by a service user. |
| Sustainability | The assurance that a product or service meets and will continue to meet the requirements for environmental stewardship, social progress, and economic growth. |
| Goods | Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities. In digital product and service management, goods may accompany services an |
| Service Offerings | A formal description of one or more services designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions. |
| Service Action | An action performance of the consumer or remove constraints from the consumer. Many services do both. |
| Transfer of Goods | A form of service interaction in which a service provider delivers tangible goods to a service consumer, transferring ownership and the associated rights and responsibilities. |
| Access to Resources | A form of service interaction in which a service consumer is granted the right to use a service provider’s resources under agreed conditions, without transferring ownership. |
| Value | The perceived benefits, usefulness, and importance of something. |
| Value Co-creation | The collaborative process by which service providers, consumers, and other stakeholders jointly create value through the use of products and services, by combining resources, capabilities, and actions across the service relationship to achieve desired out |
| Cost | The amount of money spent on a specific activity, resource, product, or service. |
| Risk | A possible event that could cause harm or loss, or make it more difficult to achieve objectives. |
| Output | A tangible or intangible deliverable of an activity. |
| Outcome | A result for a stakeholder enabled by one or more outputs. |
| Organization | A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. |
| Service Provider | An organization responsible for delivery and support of services. |
| Service Consumer | An organization responsible for procurement and use of services. |
| Digital Product Vendor | An organization responsible for the creation and continual improvement of digital products and related service offerings. |
| Basic Service Relationship | An engagement between organizations that focuses on support and efficiency, typically involving standardized services such as commercial off-theshelf services. It is operational in nature and governed by standard contracts or service level agreements. |
| Cooperative Service Relationship | An engagement between organizations that focuses on improvement and effectiveness, requiring configuration or customization of services. It includes both operational and tactical involvement and is managed through advanced or outcome-based agreements. |
| Collaborative Service Relationship (Partnership) | Type of engagement between organizations that focuses on innovation and growth. It involves strategic alignment and shared goals, with bespoke services and high levels of mutual trust, often without a formal agreement. |
| Service Journey | The sum of activities and interactions performed by organizations engaged in service relationships to fulfil their roles as a service provider and a service consumer. |
| Sponsor | The role that authorizes budget for service consumption. |
| Customer | The role that defines the requirements for products and services and takes responsibility for the outcomes of service consumption. |
| User | The role that uses services. |
| Service Quality | The sum of the characteristics of a service that are relevant to its ability to satisfy stated and implied needs. |
| Service Level | A set of metrics that define expected or achieved service quality. |
| Service Level Agreement (SLA) | A documented agreement between a service provider and a customer that identifies the services provided and the agreed level of each service. |
| List the ITIL Four Dimensions of Product and Service Management: organizations and people, partners and suppliers, information and technology, value streams and processes | 1. Organizations and people 2. Information and technology 3. Partners and suppliers 4. Value streams and processes |
| Know the external factors that influence the ITIL Four Dimensions of Product and Service Management, like: political, economic, social, technology, legal, environmental (PE | Political changes in regulation or government policy may impact governance, sourcing, and compliance requirements. Economic conditions can influence investment, sourcing strategies, and demand. |
| Know the external factors that influence the ITIL Four Dimensions of Product and Service Management, like: political, economic, social, technology, legal, environmental ( ST | Social factors affect customer expectations, workforce behaviour, and culture. Technological developments drive new ways of working and service delivery. |
| Know the external factors that influence the ITIL Four Dimensions of Product and Service Management, like: political, economic, social, technology, legal, environmental ( LE) | Legal requirements impose obligations on data protection, security, and contracts. Environmental considerations influence sustainability practices and responsible service design. |
| List the digital product and service lifecycle management activities: | 1. Discover 2. Design 3. Acquire 4. Build 5. Transition 6. Operate 7. Deliver 8. Support |
| Guiding Principles | These are recommendations that guide an organization in all circumstances. |
| Governance | Is the system by which the organization is directed and controlled. Ensures operations are aligned with overall strategic goals and comply with required policies and regulations. Also who is accountable and how accountability is exercised. |
| Value Chain | It outlines the key activities required to respond to demand and facilitate value realization through products and services. Each activity in the value chain transforms inputs into outputs, ultimately leading to products and services that provide value. |
| Management Practices | Sets of organizational resources and capabilities designed and adopted for performing work or accomplishing an objective. |
| Continual Improvement | Ensures that services, practices, value chain activities are always evolving and improving to meet changing stakeholder needs. It acts upon feedback and performance information to drive adjustments in any part of the value system. |
| Governance of Digital Technology | A human-based system by which the current and future use of digital technology is governed. |
| Value Chain | An entire set of activities that enables value through the provision of a product or service. |
| Service Request | A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery. |
| Release | A version of a product, service, or other configuration item, or a collection of configuration items, that is made available for use. |
| Testing | The activity in which a system or component is executed under specified conditions, the results are observed or recorded, and an evaluation of some aspect or component of the system is made. |
| Product/Service Prototype | An initial version of a product or service that demonstrates its basic form, functionality, and operational capabilities. It is used to test and refine the product’s or service’s design and functionality and test hypotheses. |
| Product/Service Specification | A detailed document outlining critical aspects, requirements, and characteristics of a product or service to be built: descriptions of features, functionalities, technical requirements, performance criteria, and user interface details. |
| Continuous Integration | A set of techniques and tools that enables developers to frequently merge their code changes into a central repository, followed by automated builds and tests. |
| Continuous Delivery | A set of techniques and tools that enables software updates to be deployed to production at any time. Frequent deployments are possible, but deployment decisions are taken case by case, usually because organizations prefer a slower rate of deployment. |
| Continuous Deployment | A set of techniques and tools that enables every change that passes automated tests to be automatically deployed to production without additional authorization. Continuous deployment relies on continuous delivery. |
| Reliability | The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles. |
| Site Reliability Engineering (SRE) | A discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems. The main goal is to create scalable and highly reliable software systems. |
| Observability | The ability to understand the internal state of a complicated system by analyzing its external outputs, such as metrics, logs, and traces. |
| Error | A flaw or vulnerability that may cause incidents. |
| Disaster | A sudden unplanned event that causes great damage or serious loss to an organization. A disaster results in an organization failing to provide critical business functions for some predetermined minimum period of time. |
| Operating Model | A conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself. |
| Product and Service Management Practices | Specific to digital product and service management. They are key to the product and service management activities of organizations that manage their digital products and services in line with ITIL’s Lifecycle Model. |
| General Management Practices | Can be applied to any product or service, as well as to the general management activities of an organization. |
| Metric | A measurement or calculation that is monitored or reported for management and improvement. |
| Critical Success Factor (CSF) | A necessary precondition for the achievement of intended results. |
| List the steps of the ITIL Continual Improvement Model | 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Take action. 6. Are we getting there? 7. How do we keep the improvements relevant? |
| Value Stream | A series of steps that an organization uses to create and deliver products and services to a service consumer. |
| Core Value Stream | A value stream that enables value for consumers in a form intended by the organization’s operating model. |
| Enabling Value Stream | A value stream that enables value for internal customers to support the organization’s core value streams. |
| Value Stream Mapping | A technique for the visual representation and analysis of value streams. A diagram that shows each step in the process, inputs and outputs, decision points, and loops, along with metrics. It often distinguishes between non/value-adding steps. |
| Value Stream Management | The ongoing practice of overseeing value streams...are continually improved and delivering max value. Using the insights from mapping to monitor performance, manage work-in-progress, and coordinate across teams to keep the value stream flowing smoothly. |
| Complexity Thinking | An approach to analysis and decision-making based on the recognition and understanding of the various levels of complexity inherent in the systems and the context in which they operate. |
| Artificial Intelligence (AI) | The capability of digital systems to perform tasks that normally require human intelligence, such as learning from data, recognizing patterns, making predictions, or supporting decision-making. |
| AI Maturity | Describes the extent to which an organization is able to effectively, responsibly, and consistently use AI capabilities to support its objectives, including governance, data quality, skills, processes, and ethical considerations. |
| Generative AI (GenAI) | AI systems that can create new content, such as text, images, code, or other outputs, based on patterns learned from existing data. |
| Agentic AI | AI systems that are designed to act on behalf of users by autonomously performing predefined tasks within agreed boundaries, while remaining subject to human oversight and governance. |
| AI Governance | The system by which an organization directs, controls, and monitors the use of AI to ensure that AI-enabled digital products and services create value while remaining ethical, secure, compliant, and aligned with organizational objectives. |
Created by:
Kimesha
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