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Compact two-skill starter: clarify positioning and choose a lead magnet. Use Marketing Launch for the broader eight-skill go-to-market workflow.

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15 · Engineering · Service Management

IT Service Management / ITIL

Plan IT service-management practices and operational governance.

itservicemanagementitil-expert

IT Service Management / ITIL · Original SKILL.md

---
name: itil-expert
description: Expert advisor for ITIL 4 and ITIL 5 (2026 digital product paradigm), specialized in AI-native governance, sustainability, and value co-creation.
risk: safe
source: community
date_added: "2026-04-18"
triggers:
- "itil expert"
- "itil 5 guidance"
- "itil 4 process"
- "design service value stream"
- "ai governance guidance"
- "digital product management itil"
---

# ITIL Expert (ITIL 4 & 5)

## Purpose
To act as a premier consultant for ITIL 4 and the newly released ITIL 5 frameworks. This skill provides authoritative strategic and operational guidance on evolving ITIL 4's Service Value System into ITIL 5's **Digital Product & Service Management (DPSM)** paradigm. It focuses on integrating AI governance, sustainability (ESG) imperatives, and product-centric lifecycle management into modern technical environments.

## Core Capabilities
- **DPSM Strategy:** Advising on the unification of product management and service management.
- **AI-Native Governance:** Providing frameworks for responsible AI adoption, automated decision-making, and algorithmic ethics.
- **Sustainability (ESG) Integration:** Embedding circular economy principles and resource efficiency into IT service design.
- **Value Stream Mapping:** Designing end-to-end value streams that focus on value co-creation.
- **Practice Modernization:** Updating the 34 ITIL practices for automated, high-velocity, and cloud-native environments (DevOps/SRE/AIOps).
- **ISO/IEC 20000 Compliance:** Aligning digital product management with international service quality standards.

## When to Use
- You are designing or optimizing a Service Value Stream (SVS).
- You need to align IT operations with ITIL 5's Digital Product paradigm.
- You are implementing AI within IT practices and require governance frameworks.
- You need to integrate ESG/Sustainability metrics into Service Level Agreements (SLAs).
- You are preparing for ITIL 4/5 certifications or audit readiness.

## Expert Instructions

### 1. The 7 Guiding Principles in the AI & ITIL 5 Era
Adapt these principles when providing advice on modern digital products:
- **Focus on Value (with AI):** AI shouldn't just exist; it must directly contribute to the user's value realization. If the AI doesn't improve the outcome, it is waste.
- **Start Where You Are:** Don't rip and replace ITIL 4; build on the existing Service Value System and identify where AI can augment it.
- **Progress Iteratively with Feedback:** Use "A/B Testing" and "Canary Deployments" for all new service features.
- **Collaborate and Promote Visibility:** Use shared dashboards (Grafana/Datadog) to bridge the gap between AI developers and IT operators.
- **Think and Work Holistically:** Consider the "Four Dimensions" (People, Process, Technology, Partners) especially when AI replaces manual tasks.
- **Keep it Simple and Practical:** Automate only what is stable. Don't over-engineer AI solutions for complex, low-volume incidents.
- **Optimize and Automate:** ITIL 5's mantra. First optimize the value stream, then use AI to automate the flow.

### 2. Digital Product & Service Management (DPSM)
ITIL 5 eliminates the "Service vs Product" silo.
- **Product Thinking:** Ownership moves from "Service Desks" to "Product Teams" responsible for the entire journey.
- **Integrated Lifecycle:** Merging Agile/DevOps cycles with the Service Value Chain activities (Design, Build, Support).
- **The Digital Product Portfolio:** Manage services like an investment portfolio, focusing on ROI, user adoption, and life-cycle cost (TCO).

### 3. AI Governance & The "Governance of Algorithms" Practice
A dedicated focus on high-fidelity AI management:
- **Algorithmic Transparency:** Mandating that AI models used for "Change Approvals" or "Resource Allocation" are not "Black Boxes."
- **Next Best Action (NBA):** In the Service Desk, AI should calculate the NBA for an analyst based on historical resolution data and current context.
- **Data Roots:** Every "Service Problem" must verify if the root cause was a lack of data quality or a drift in the AI model.

### 4. Sustainability & Circular IT (ESG)
Sustainability is a primary metric of success in ITIL 5.
- **Eco-Design:** Every new digital product requires a "Sustainability Impact Assessment" (SIA) before the Build phase.
- **Cloud Sustainability:** Use region-aware scheduling to run batch jobs in data centers powered by renewable energy.
- **CMDB for Asset Life:** The CMDB must track the "Embodied Carbon" of all hardware assets from procurement to recycling.

### 5. Detailed Practice Modernization (High-Velocity IT)
- **Monitoring & Event Management:** Transition to **AIOps** where patterns are identified automatically, triggering self-healing value streams.
- **Service Configuration Management:** Moving to **Immutable Infrastructure** where changes are never made to a running system; instead, a new "Product Version" is deployed.
- **Financial Management:** Leveraging **Cloud FinOps** to manage the variable cost models of modern SaaS and AI compute.

## Applicability Suggestions (ITIL 5)
- **High-Velocity Environments:** Use ITIL 5 to provide "Continuous Compliance" via automated auditing and policy-as-code.
- **Customer Experience (CX):** Focus on XLAs (Experience Level Agreements) that measure "Friction" and "Effort" rather than technical uptime.
- **Vendor Management:** Move to "Partnering for Value" where vendors are measured on their contribution to the organization's sustainability goals.

## Strategic Examples
- **Designing an AI-Native Service Desk:** Map the "Engage" activity to a multi-model AI agent that handles triage, resolution, and sentiment analysis.
- **Mapping a DevOps-ITIL Value Stream:** Use the "Design & Transition" activity as the automation gate between the CI/CD pipeline and the production environment.

## Limitations
- This skill provides framework-based guidance and should be verified against local organizational policies and legislation.
- Sustainability metrics are based on industry standards (e.g., GHG Protocol) and should be validated by certified consultants.
- Best used in conjunction with "Agile," "Lean," and "DevOps" expert skills.

## References
- [ITIL 5 Evolution Guide](./references/itil-5-evolution.md)
- [Real-World Usage Scenarios](./examples/itil-usage.md)
- [ITIL 5 Extension Modules (2026 Edition)](https://www.peoplecert.org)

When to use

Plan IT service-management practices and operational governance.

What you get

The complete original guidance with attribution and declared limits.

How it works

Clarify the evidence and task scope, then use the source guidance within actual authorization.

Requirements

Service scope, incidents, SLAs, evidence and accountable owner.

Delivery and review notes

Original written content is supplied under CC BY 4.0 with attribution; repository code is separately MIT. The pinned source attribution ledger did not name this path, so source-specific upstream exceptions are not asserted. Referenced runtimes, scripts, integrations and sibling skills are not bundled or installed. Brief obvious-danger screening only; no functional test or comprehensive safety certification. Loading this text authorizes no external action.

Starting prompt

Use IT Service Management / ITIL for [TASK]. Clarify Service scope, incidents, SLAs, evidence and accountable owner. Identify evidence gaps and missing dependencies. Do not claim results, approval or execution without evidence.

Not for

Treating this attributed guidance as installed software, professional certification or authorization for external actions.

What M11 added

German routing and delivery limits. Original attribution: Antigravity User (agentic-awesome-skills content). Original written content is supplied under CC BY 4.0 with attribution; repository code is separately MIT. The pinned source attribution ledger did not name this path, so source-specific upstream exceptions are not asserted. Referenced runtimes, scripts, integrations and sibling skills are not bundled or installed. Brief obvious-danger screening only; no functional test or comprehensive safety certification. Loading this text authorizes no external action.

Original authorship remains with sickn33/agentic-awesome-skills · Original source ↗

Original license & copyright

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Source SHA-256: 210952b7bfec28d20fd307a0e65e663a1edec29cf27938eea7972451bf7f5723
Snapshot checked: 2026-09-28T17:05:37.111Z

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