Product-Centric and Digital Value Models in ITIL 5
For years, IT teams were judged on how well they ran projects and kept services stable. Businesses now compete on digital products, and IT is expected to help create them rather than only support them. ITIL 5 reflects this shift. It was shaped by AI-driven operations, product-centric digital models, sustainability governance, and enterprise-wide value integration. From Projects to Products In a project model, work starts and finishes, and the team moves on. A product-centric model treats a digital offering as something that lives on. It has an owner, a roadmap, users, and ongoing improvement tied to measurable outcomes. For ITSM professionals, this changes the question. Instead of asking, “Was the change delivered on time?” teams ask, “Did the product deliver value to the people using it?” That favors long-lived, cross-functional teams over handoffs between siloed groups, and it keeps customer experience at the center of day-to-day decisions. Understanding Digital Value Mo...