{"id":"eedf39d4-4f3e-46d0-bf25-eaec3b154428","shortId":"UUduec","kind":"skill","title":"itil-expert","tagline":"Expert advisor for ITIL 4 and ITIL 5 (2026 digital product paradigm), specialized in AI-native governance, sustainability, and value co-creation.","description":"# ITIL Expert (ITIL 4 & 5)\n\n## Purpose\nTo 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.\n\n## Core Capabilities\n- **DPSM Strategy:** Advising on the unification of product management and service management.\n- **AI-Native Governance:** Providing frameworks for responsible AI adoption, automated decision-making, and algorithmic ethics.\n- **Sustainability (ESG) Integration:** Embedding circular economy principles and resource efficiency into IT service design.\n- **Value Stream Mapping:** Designing end-to-end value streams that focus on value co-creation.\n- **Practice Modernization:** Updating the 34 ITIL practices for automated, high-velocity, and cloud-native environments (DevOps/SRE/AIOps).\n- **ISO/IEC 20000 Compliance:** Aligning digital product management with international service quality standards.\n\n## When to Use\n- You are designing or optimizing a Service Value Stream (SVS).\n- You need to align IT operations with ITIL 5's Digital Product paradigm.\n- You are implementing AI within IT practices and require governance frameworks.\n- You need to integrate ESG/Sustainability metrics into Service Level Agreements (SLAs).\n- You are preparing for ITIL 4/5 certifications or audit readiness.\n\n## Expert Instructions\n\n### 1. The 7 Guiding Principles in the AI & ITIL 5 Era\nAdapt these principles when providing advice on modern digital products:\n- **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.\n- **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.\n- **Progress Iteratively with Feedback:** Use \"A/B Testing\" and \"Canary Deployments\" for all new service features.\n- **Collaborate and Promote Visibility:** Use shared dashboards (Grafana/Datadog) to bridge the gap between AI developers and IT operators.\n- **Think and Work Holistically:** Consider the \"Four Dimensions\" (People, Process, Technology, Partners) especially when AI replaces manual tasks.\n- **Keep it Simple and Practical:** Automate only what is stable. Don't over-engineer AI solutions for complex, low-volume incidents.\n- **Optimize and Automate:** ITIL 5's mantra. First optimize the value stream, then use AI to automate the flow.\n\n### 2. Digital Product & Service Management (DPSM)\nITIL 5 eliminates the \"Service vs Product\" silo.\n- **Product Thinking:** Ownership moves from \"Service Desks\" to \"Product Teams\" responsible for the entire journey.\n- **Integrated Lifecycle:** Merging Agile/DevOps cycles with the Service Value Chain activities (Design, Build, Support).\n- **The Digital Product Portfolio:** Manage services like an investment portfolio, focusing on ROI, user adoption, and life-cycle cost (TCO).\n\n### 3. AI Governance & The \"Governance of Algorithms\" Practice\nA dedicated focus on high-fidelity AI management:\n- **Algorithmic Transparency:** Mandating that AI models used for \"Change Approvals\" or \"Resource Allocation\" are not \"Black Boxes.\"\n- **Next Best Action (NBA):** In the Service Desk, AI should calculate the NBA for an analyst based on historical resolution data and current context.\n- **Data Roots:** Every \"Service Problem\" must verify if the root cause was a lack of data quality or a drift in the AI model.\n\n### 4. Sustainability & Circular IT (ESG)\nSustainability is a primary metric of success in ITIL 5.\n- **Eco-Design:** Every new digital product requires a \"Sustainability Impact Assessment\" (SIA) before the Build phase.\n- **Cloud Sustainability:** Use region-aware scheduling to run batch jobs in data centers powered by renewable energy.\n- **CMDB for Asset Life:** The CMDB must track the \"Embodied Carbon\" of all hardware assets from procurement to recycling.\n\n### 5. Detailed Practice Modernization (High-Velocity IT)\n- **Monitoring & Event Management:** Transition to **AIOps** where patterns are identified automatically, triggering self-healing value streams.\n- **Service Configuration Management:** Moving to **Immutable Infrastructure** where changes are never made to a running system; instead, a new \"Product Version\" is deployed.\n- **Financial Management:** Leveraging **Cloud FinOps** to manage the variable cost models of modern SaaS and AI compute.\n\n## Applicability Suggestions (ITIL 5)\n- **High-Velocity Environments:** Use ITIL 5 to provide \"Continuous Compliance\" via automated auditing and policy-as-code.\n- **Customer Experience (CX):** Focus on XLAs (Experience Level Agreements) that measure \"Friction\" and \"Effort\" rather than technical uptime.\n- **Vendor Management:** Move to \"Partnering for Value\" where vendors are measured on their contribution to the organization's sustainability goals.\n\n## Strategic Examples\n- **Designing an AI-Native Service Desk:** Map the \"Engage\" activity to a multi-model AI agent that handles triage, resolution, and sentiment analysis.\n- **Mapping a DevOps-ITIL Value Stream:** Use the \"Design & Transition\" activity as the automation gate between the CI/CD pipeline and the production environment.\n\n## Limitations\n- This skill provides framework-based guidance and should be verified against local organizational policies and legislation.\n- Sustainability metrics are based on industry standards (e.g., GHG Protocol) and should be validated by certified consultants.\n- Best used in conjunction with \"Agile,\" \"Lean,\" and \"DevOps\" expert skills.\n\n## References\n- [ITIL 5 Evolution Guide](./references/itil-5-evolution.md)\n- [Real-World Usage Scenarios](./examples/itil-usage.md)\n- [ITIL 5 Extension Modules (2026 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