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Premium pack · ITIL v5

ITIL v5 Product & Service Lifecycle

6 templates aligned with PeopleCert official books 2026

By João Rodrigues, ITIL v5 Master and ITIL 4 Master. The only professional certified at both levels in Portugal.

Aligned with 5 official ITIL v5 books (1,500+ pages): Product · Service · Experience · Strategy · Transformation. ITIL® is a registered trademark of the PeopleCert group.

A fundamental shift, not an incremental update

ITIL v5 (2026) is not an incremental update. It is the first version to formally unify digital product management with service management in an 8-activity lifecycle: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support. The approach is AI-native, experience-first and outcome-oriented. The PRODUCT Rules introduce 7 concrete product management principles that every digital product must meet. That is 1,500+ pages of official content spread across 5 specialized books.

This pack distills the most operational concepts from all 5 books into 6 integrated, ready-to-use templates. These are not summaries. They are working tools: frameworks, playbooks, assessment tools, workbooks and canvases designed for consultants, product managers, service leaders and transformation teams who need to implement ITIL v5 in practice.

All templates use the ICR (Imagine Car Rental) context, the official PeopleCert case study across all 5 books. This means anyone studying or working with the official material will immediately recognize the examples and transfer knowledge directly to their organization.

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6
premium templates
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5 books
official, integrated
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1,500+
pages distilled
✅
100%
aligned with official v5

The 6 templates in the pack

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Word

Master Framework

Integrated framework · 5 books · 16 sections

Master framework integrating content from all 5 official ITIL v5 books: digital products definition, 8 lifecycle activities, value chain, 4 Dimensions, product vendor and service provider perspectives, Experience layer cross-cutting, Strategy layer, value streams, Service Journey Model, PRODUCT Rules (Purpose, Research, Outcomes, Direction, User Experience, Clarity, Traceability) and transformation approach. ICR context consistent with official books.

5 books integrated PRODUCT rules ICR case
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Excel

8 Activity Playbooks

Discover · Design · Acquire · Build · Transition · Operate · Deliver · Support

Operational playbook with one sheet per ITIL v5 lifecycle activity. For each: purpose, steps, outputs, status changes enabled, enabling management practices, CSFs, metrics with targets, practical recommendations, common pitfalls and connections to other activities. Based on chapters 3-10 of the official Product book.

8 activities CSFs + Metrics Practices mapping
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Excel

PRODUCT Rules Assessment Tool

49 questions · Diagnostics · Radar chart · Action plan

Diagnostic tool for the 7 PRODUCT Rules of ITIL v5: Purpose, Research, Outcomes, Direction, User Experience, Clarity of ownership, Traceability. 49 assessment questions (7 per rule), 1-5 scoring, automatic radar chart, conditional diagnostics, maturity benchmark (Level 1-5) and action plan with 10 examples. Based on Chapter 11.6 of the official Product book.

7 PRODUCT rules 49 questions Auto-diagnostics
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Excel

Value Chain + Streams + Service Journey

8 ICR value streams · Journey Model · Mapping Tool

Operational workbook for mapping value chain activities, intra-organizational value streams (8 completed ICR examples), cross-organizational streams (5 partner examples), ITIL Service Journey Model with all stages (Explore, Engage, Offer, Agree, Onboard, Co-create, Realize) and a journey mapping template with swim lanes. Based on chapters 2 and 11 of the Product book.

8 value streams Service Journey Model VSM tool
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Excel

4 Dimensions + Operating Model Canvas

40 questions · 4D Assessment · ICR Canvas

Assessment of the 4 Dimensions of Product and Service Management (Organization+People, Information+Technology, Partners+Suppliers, Value Streams+Processes) with 40 questions (10 per dimension), radar chart, ICR-populated operating model canvas, 3 operating model variations (Integrated, Separated, Consumer-focused), 5-level × 4-dimension maturity model and roadmap of 15 transformation initiatives.

40 questions 4D Operating model canvas Maturity 5 levels
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Word

Transformation Playbook

ITIL Transformation Model · 14 methods · ICR case

Complete transformation playbook aligned with the official ITIL v5 Transformation book (354 pages). Covers key concepts, the ITIL Transformation Model with 4 layers (Governance, Positioning, Execution, Learning) and all stages (Initiate, Orchestrate, Orient, Decide, Clarify, Prepare, Deliver, Evaluate, Adapt, Synthesize), 14 methods and techniques (Benchmarking, Business case, Cost of Delay, OKRs, Gemba walks, etc.), common patterns, ICR case study and operational templates (charter, roadmap, risk register, communication plan).

ITIL Transformation Model 14 methods ICR case study
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Frequently asked questions

ITIL v5 (2026) introduces a unified digital product and service lifecycle with 8 activities (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support), an AI-native approach, a cross-cutting Experience layer, PRODUCT Rules (7 product management principles) and explicit integration between Product Management and Service Management. It is a significant conceptual evolution from ITIL 4.
No. These templates are a practical synthesis based on the official PeopleCert ITIL v5 books. They are consulting tools created by Better Skills and do not replace studying the official books for certification purposes. ITIL® is a registered trademark of the PeopleCert group.
ICR is the official case study used in all ITIL v5 PeopleCert books. It is a fictional mobility company (car rental, car sharing, autonomous rides). We use ICR as the context throughout all templates to maintain consistency with official material and help map book examples directly to practical tools.
Yes. All templates are designed for adaptation. ICR data serves as realistic examples to be replaced with your organization's real data. The structures, formulas and methodologies remain the same; only the specific content needs to be updated for your organization's context.
ITIL v5 Foundation (entry level), ITIL v5 Specialist with 5 modules (Product, Service, Experience, Strategy, Transformation) and ITIL v5 Master (the top designation, requiring completion of all Specialist modules).
Better Skills offers official ITIL v5 Foundation, Bridge (upgrade from ITIL 4 to v5) and Specialist module courses. João Rodrigues, ITIL v5 Master and the only professional certified at this level in Portugal, is the lead trainer.

Need support with adoption?

Better Skills offers official ITIL v5 Foundation and Bridge courses (upgrade from ITIL 4 to v5). Training delivered by the only ITIL v5 Master in Portugal. Contact us to find the right path for your profile.

ITIL v5 Foundation course Contact us