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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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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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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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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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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Transformation Playbook
ITIL Transformation Model · Methods & techniques · ICR case
Complete transformation playbook aligned with the official ITIL v5 Transformation book (354 pages). Covers key concepts, the ITIL Transformation Model with its four layers (Governance, Positioning, Execution, Learning) and its stages (Initiate, Orchestrate, Orient, Decide, Clarify, Prepare, Deliver, Evaluate, Adapt, Synthesize), the methods and techniques library of Chapter 4 (Benchmarking, Business case, Cost of Delay, Customer and Employee surveys, Complexity thinking, Gemba walks, Goals cascade, ITIL Maturity Model, OKRs, Operating Model Canvas, RACI/RASCI, Retrospectives, SMART goals, Stakeholder mapping, SWOT, Value stream mapping, and more), common patterns, ICR case study and operational templates.
ITIL Transformation Model
Methods library (Ch. 4)
ICR case study
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AI Capability Model assessment
ITIL AICM · 6 capabilities · Portfolio matrix · 12-month roadmap
Diagnostic workbook operationalising the ITIL AI Capability Model (ITIL AICM) from Transformation Ch. 2.2.3: Creation, Curation, Clarification, Cognition, Communication, Coordination. Inventory every AI use case, score maturity · value · risk per capability, map to the four AI governance characteristics (Strategy Ch. 6.4), prioritise with an impact × feasibility matrix, and build a 12-month adoption roadmap. Prefilled with the ICR Imagine Car Rental case.
ITIL AICM
AI governance
Portfolio matrix
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Service Journey canvas
ITIL SJM · 7 journey steps · 4 experience domains · Band of visibility
Working canvas for the ITIL Service Journey Model (ITIL SJM) from ITIL Experience Ch. 4.2.4: Explore, Engage, Offer, Agree, Onboard, Co-create, Reflect. Dual consumer and provider journeys, four-lens experience review (personal, functional, relational, contextual), explicit band-of-visibility mapping, touchpoints and signals catalogue, and a prioritised improvement register with dashboard. Prefilled with the ICR Imagine Car Rental case.
ITIL SJM
Experience domains
Band of visibility
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AI Governance assessment
Strategy Ch. 6.4 · 6 ethical pillars · 4 characteristics · 4 perspectives
Strategic AI governance framework based on ITIL Strategy Chapter 6.4. Six ethical AI pillars (Context, Capability, Culture, Conduct, Change, Consequence), four characteristics of effective governance, four impact perspectives (Authority, Ethics, Data, Regulation), AI risk register with EU AI Act classification, policy and control library, 4-step implementation approach from Figure 6.1, and compliance mapping across EU AI Act, NIS2, GDPR, ISO/IEC 42001, ISO/IEC 27001.
AI Governance
EU AI Act
ISO 42001
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Experience measurement framework
ITIL Experience Ch. 3 & 4.2.3 · XLA builder · Signal portfolio · Trust
Capture, measure and govern digital experience as a formal service quality characteristic. Based on ITIL Experience Chapter 3 (Capturing digital experience) and Chapter 4.2.3 (Experience Level Agreements). Four experience domains (personal, functional, relational, contextual), XLA vs SLA framework, metrics library with hypothesis discipline, XLA builder template, signal portfolio with trustworthiness rating, experience capture plan, trust scorecard based on Mayer’s three aspects of trust (Ability, Integrity, Benevolence) as referenced in Experience Ch. 3.2.3 Figure 3.3, and improvement backlog.
XLA
Trust index
Experience domains
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Strategy canvas & PESTLE
Strategy Ch. 3 · Observe · Orient · Decide · Plan
Operationalises the ITIL strategy development cycle from ITIL Strategy Chapter 3. The four activities (Observe, Orient, Decide, Plan), PESTLE external scan with impact × likelihood scoring, Four Dimensions internal scan, purpose and vision alignment check, strategy statements builder following the three components defined in Ch. 3.4.2 (Statement of intent / Desired end state / High-level conditions), antipatterns of strategic assessment (Table 4.3) and strategic artifacts register (Table 3.3). Designed for annual strategy cycles with quarterly refresh.
PESTLE
Strategy statements
Antipatterns
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Transformation model — four layers
Transformation Ch. 3.1.4 · Governance / Positioning / Execution / Learning
Operationalises the four-layer ITIL Transformation Model from ITIL Transformation Chapter 3.1.4. Governance layer (charter, decision rights, cadence), Positioning layer (context assessment, stakeholder map, method selection drawing from the Methods and techniques library of Chapter 4 — 24+ named methods), Execution layer (initiative tracker with RAG status and risk scoring), Learning layer (retros, pattern library, knowledge capture), and a maturity scorecard with auto-computed heat map.
Four layers
Methods library (Ch. 4)
Maturity scorecard
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v3/v4 → v5 transition readiness
Partner Companion Pack · Gap analysis · Training · 12-month roadmap
Structured transition from ITIL v3 or ITIL 4 to ITIL (Version 5), based on the Partner Reference Companion Pack 2026. Transition pathways, qualification mapping, practice-level gap (what stays, what changes, what is new), training pathway by role (MSF/PIC/CAI, Managing Professional, Strategic Leader, AI Governance), investment preservation decisions, stakeholder impact matrix, and a 12-month quarterly transition roadmap. Preserves existing ITIL 4 Foundation investments.
Qualification scheme
Practice gap
12-month roadmap
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Continual Improvement Model (ITIL CIM)
Transformation Ch. 2.2.5 · 7 canonical steps · Healthcare case
Operationalises the ITIL Continual Improvement Model (ITIL CIM) as defined in ITIL Transformation Chapter 2.2.5 (Figure 2.4). Seven-step register with the canonical step names: What is the vision? / Where are we now? / Where do we want to be? / How do we get there? / Take action / Are we getting there? / How do we keep the improvements relevant? Evidence register, improvement backlog, measurement plan focused on outcomes, risks and stakeholder engagement per step. Worked example: Meridian Hospital Group — digital patient safety and clinician experience.
ITIL CIM
7 steps
Healthcare case
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ITIL Value System (ITIL VS) canvas
Transformation Ch. 2.2.4 · 8 components · Fashion retail case
One-page canvas operationalising the ITIL Value System (ITIL VS) from ITIL Transformation Chapter 2.2.4. Eight components (Opportunity, Demand, Value, Guiding Principles, Governance, Management practices, Continual improvement, Value chain), ecosystem interfaces with external organisations, component maturity scoring, value flow map per product. Worked example: Luxora — European multi-channel fashion retailer with 380 stores and 42M monthly active users.
ITIL VS
Ecosystem
Retail case
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Organizational Change Management (OCM)
Strategy Ch. 6.5 · 10 stages · Banking post-merger case
Operationalises Organizational Change Management as a strategic capability, aligned with ITIL Strategy Chapter 6.5. Three fundamental success factors (Ch. 6.5.1), two core processes (management of the OCM approach; management of the organizational change lifecycle), Table 6.4 OCM activities across strategy implementation phases (Observe, Orient, Decide and Plan, Plan and Execute, Synthesize, Reflect), three warning signs when OCM support is insufficient, and integration points with project management, architecture management, and workforce and talent management. Worked example: Unio Bank — 18-month post-merger digital transformation.
OCM
Sentiment map
Banking case
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ITIL Guiding Principles workbook
ITIL Strategy Ch. 3.1.1 · Table 3.1 verbatim
The seven ITIL Guiding Principles — Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, Optimize and automate — taken verbatim from ITIL Strategy Chapter 3.1.1 (p. 75). Includes Table 3.1 (applied to strategy development) verbatim, plus an adoption assessment to record how each principle shows up in your work and evidence behind the score.
7 Guiding Principles
Table 3.1 verbatim
Soul of ITIL
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Product and Service Lifecycle Model (PSLM) canvas
ITIL Product Ch. 2.1.4 · Transformation Ch. 2.2.4 verbatim
Operationalises the ITIL Product and Service Lifecycle Model (ITIL PSLM) — the 4th named model in Table 0.1 of every ITIL v5 Official Book. Eight lifecycle activities (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support) with verbatim purpose statements from ITIL Transformation Chapter 2.2.4, plus the service management concerns per stage from ITIL Product page 64 (verbatim), and a fill-in canvas for your product or service.
ITIL PSLM
8 lifecycle activities
Verbatim from books
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ITIL v5 audit & self-assessment checklist
11 sections · Every criterion sourced to a book page
A formal audit and self-assessment instrument covering all nine named ITIL v5 models (Table 0.1) plus the PRODUCT Rules, AI governance characteristics and OCM. Every criterion is sourced to a specific chapter, table, figure or page of the Official Books. Each section includes Met / Partial / Not met status plus an evidence/gap field. Aggregates into an overall maturity statement. Ideal for partners, consultants and internal audit teams.
Audit instrument
9 models covered
Source-cited
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ITIL v5 Glossary & cross-reference
12 sheets · Every term sourced to an Official Book page
A curated glossary of ITIL (Version 5) terms with verbatim definitions and precise source citations. Covers named models (Table 0.1), verbatim definitions (Governance, Trust, Service quality, Service level, SLA, Experience level, XLA, Service journey, Value chain and more), the seven Guiding Principles, the eight lifecycle activities, the AICM six capabilities, the SJM seven steps, the CIM seven steps, the four experience domains, the Transformation four layers, AI governance characteristics and pillars, and the PRODUCT Rules. No inventions; where a term is referenced but not formally defined in the five advanced books (e.g. ITIL SRM), this is stated explicitly.
Glossary
Cross-reference
Verbatim
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ITIL v5 adoption — executive board pack
10-section board briefing · ITIL v5 terminology verbatim
Board-level briefing template for proposing and reviewing an ITIL v5 adoption or transformation programme. Ten sections covering executive summary, why ITIL v5 now, scope and ambition (using the three-component strategy statement from Strategy Ch. 3.4.2), approach (aligned with the four layers of the ITIL Transformation Model), investment and benefits, risks (including the antipatterns of strategic assessment from Table 4.3), organisational change management (including Table 6.4), governance, timeline and the board decision. Fill-in placeholders marked [in brackets]; all ITIL v5 concepts used verbatim with page citations.
Board-ready
10 sections
Verbatim terminology
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