ITIL Product (Version 5) provides the perfect toolkit for managing digital products in an AI era
Paul Cristea - Senior manager, Cloud Operations and Security for Oracle Cloud Infrastructure
ITIL Product (Version 5) beta tester, Paul Cristea, began his ITIL journey ten years ago while working at IBM. At that point, he learned about a structured and reasoned approach to product delivery and service management, which spurred him to become an ITIL trainer and eventually achieve ITIL 4 Master designation.
Becoming a beta tester reaffirmed ITIL’s relevance in today’s business world. In my opinion, global organizations have one primary challenge, and that’s to achieve a seamless and cohesive flow between product and service management, and AI.
Meanwhile, so many organizations are following the hype of AI without really understanding the consequences to their business model. That’s why I think it’s vital, especially when adopting AI, that all functions align to the strategy and understand the associated risks and ambiguity that comes with using new technologies. It must be well managed - from developing the product through to its launch, and day-to-day management.
Service and product are highly coupled
This is where I think the new ITIL Product can really help. The module is fit for modern digital product and service management. In fact, I had a lightbulb moment whilst doing the beta testing. The ITIL Product syllabus reminded me that the module is designed not just for product development but also for service management.
In my world, this translates to cloud products and services forming a dynamic user experience. Service and product are highly coupled and there’s a continuous flow between the two. Applying ITIL Product to my daily working life has helped me introduce AI successfully and maximize its value to the organization whilst also minimizing risk.
A practical toolkit for cross-functional teams
Whether you are in the infancy of using ITIL or a mature user, the latest version will provide you with a comprehensive toolkit for success in the new digital era. The models underpin informed decision-making and meaningful delivery.
I especially like the concepts of developing products that respond to real business needs and the way that ITIL (Version 5) can be adapted to different roles, including business analysts, data scientists, and product users. Everyone can come together and speak a common language about how they will execute a product technically and the value that can be derived.
EVC (explore, validate, commit) is also a useful approach when building prototypes. The method offers a structured way to prioritize high-value opportunities and align them to strategy, and secure senior buy-in.
Above all, the tools provided by ITIL Product help organizations stay true to their ‘North Star’ in periods of change. This is critical when effective digital products and service management are tightly interlinked. It ensures that a product’s purpose is closely linked to the strategy, and everyone makes informed decisions.
Using ITIL to connect the dots
Whether people are seasoned professionals or fresh graduates, ITIL Product (Version 5) will create huge value for them personally and for their organization. No matter your level of business or technical acumen, everyone can use it to improve professionally and organizationally.
For me, it’s helped connect the dots between functions. I regularly turn to frameworks to guide my next steps and hit organizational goals. It’s helped me overcome challenges and ensure a solid foundation for the end-to-end flow of digital products and service management; something I think people would agree is a necessity in an AI world.