Putting ITIL® into Practice: Turning ITIL® 5 Concepts into Scalable Enterprise Operations
2h 46mIntermediate2026-08-27
Authors
David Pultorak
Veteran IT Management Consultant and Founder of Pultorak & Associates
Course details
ITIL® 5 introduces a major evolution in service management, reflecting the realities of AI‑enabled, product‑centric, and enterprise‑scale operating models. This course helps experienced ITIL practitioners move beyond framework familiarity to practical execution, showing how to apply ITIL® 5 concepts in real operational environments. Instructor David Pultorak draws on decades of direct ITIL contribution and enterprise consulting experience to translate new guidance into clear decisions, roles, and operating behaviors. You’ll explore what changed in ITIL® 5, what carried forward from ITIL® 4, and how to adapt existing practices without starting over. By the end, you’ll be equipped to run scalable, governed, and outcome‑driven service and product operations using ITIL® 5 as a working model—not just a reference.
Learning objectives
Apply ITIL® 5 concepts to real digital product and service management scenarios.
Translate ITIL® 5 product‑centric and service‑centric guidance into day‑to‑day operational decisions.
Use the ITIL® 5 digital product and service lifecycle to connect strategy, delivery, and operations end to end.
Operationalize the ITIL® 5 AI‑native principles to govern automation and AI‑enabled services responsibly.
Evaluate current practices against ITIL® 5 principles to identify gaps between intent and execution.
Align value streams, governance, and continual improvement to drive consistent enterprise outcomes.
Learning objectives
Apply ITIL® 5 concepts to real digital product and service management scenarios.
Translate ITIL® 5 product‑centric and service‑centric guidance into day‑to‑day operational decisions.
Use the ITIL® 5 digital product and service lifecycle to connect strategy, delivery, and operations end to end.
Operationalize the ITIL® 5 AI‑native principles to govern automation and AI‑enabled services responsibly.
Evaluate current practices against ITIL® 5 principles to identify gaps between intent and execution.
Align value streams, governance, and continual improvement to drive consistent enterprise outcomes.
Concepts
Introduction
- Set yourself apart as an ITIL 5 practitioner
- What to expect
Starting with a Real Digital Product and Service Scenario
- Applying ITIL 5 - The Aurora Music platform
- Understanding stakeholders of a digital service
- Digital services as evolving ecosystems
- Designing the digital service experience
- Digital product vs. digital service
- Diagnosing service incidents - Latency, outages, and failures
- How DevOps, SRE, and product teams deliver reliable services
Understanding the ITIL 5 Value System
- Apply the ITIL 5 value system
- Explain the key activities of the ITIL 5 value chain
- Use the seven ITIL 5 guiding principles to make decisions
- Apply ITIL 5 guiding principles
- Evaluate governance decisions using ITIL 5 principles
- Analyze how the ITIL 5 value system enables value delivery
- Trace value flow in ITIL 5
Designing Digital Products and Services
- Design organizational structures
- Analyze service relationships
- Apply the four dimensions of product and service management
- Evaluate how structure shapes service outcomes
- Leverage information and technology
- Align partners and suppliers to deliver end-to-end services
- Analyze value streams across customer and user journeys
- Apply architectural concepts to scalable digital products
- Evaluate collaboration models
Delivering, Operating, and Evolving Digital Products and Services
- Diagnose common incidents in digital product environments
- Incident management to restore service and user experience
- Causes and impact of recurring operational issues
- Identify root causes in digital systems
- Apply change enablement to deliver updates
- Enable service awareness that drives decision-making
- Use operational feedback for continuous improvement
Creating Value through Continuous Improvement
- Analyze key performance and value metrics
- Assess service performance with indicators
- Apply the ITIL continual improvement model
- Apply the continual improvement model to a scenario
- Analyze workflows to identify inefficiencies
- Evaluate bottlenecks in value streams and digital processes
- Use intelligence to improve service outcomes
ITIL 5 in the Age of DevOps, AI, and Modern Engineering
- Integrate DevOps with digital product and service management
- Apply SRE practices to improve digital service reliability
- Apply AI to automate ops, recs, and incident response
- Apply Agile practices to iterative product development
- Use platform engineering to enable scalable delivery systems
- Analyze deployment strategies
- ITIL integration with DevOps, Agile, SRE, and cloud
Applying ITIL 5 in an Organization
- Evaluate organizational maturity
- Design improvements for product-centric operating models
- Define key roles in digital product and service ecosystems
- Optimize end-to-end user journeys with value stream mapping
- Improving continuously with value stream management
- Achieve quick wins to improve visibility and accountability
Seven Ways to Apply ITIL 5
- Applying ITIL 5 in seven ways
- Enact and enable outcomes
- Enlighten and empower people
- Reduce barriers and increase enablers
- Improve moments of truth
- Root out variation and dependencies
- Lower transaction costs
- Reflect and act
Conclusion
- Next steps