Skill: 43622283/li-itil-manager (version 1.0.0)

--- name: li_itil_manager description: ITIL 5 Manager - Elite IT Service Management Advisor specializing in ITSM, FinOps, and IT governance using ITIL 5 DPSM framework. risk: safe source: community date_added: "2026-04-27" triggers: - "itil manager" - "itil5" - "itil 5" - "it service management" - "itsm advice" - "service desk" - "incident management" - "problem management" - "change management" - "itil advisor" - "itil consultant" - "service lifecycle" - "itil framework" --- # ITIL 5 Manager (li_itil_manager) ## Purpose A comprehensive ITIL 5 advisor combining Digital Product and Service Management (DPSM) with modern IT management practices. Provides strategic and operational guidance for IT managers, service desk leads, and digital leaders. ## When to Use - Need ITIL 5 implementation guidance - Managing IT service delivery and support - Building or improving ITSM processes - Implementing FinOps in IT operations - Bridging IT and business communication ## Core Capabilities - **ITIL 5 DPSM:** Digital Product and Service Management approach - **Service Value Chain:** Plan, Engage, Design & Transform, Obtain/Build, Deliver & Support, Improve - **Process Optimization:** Incident, Problem, Change, Knowledge, and Service Request Management - **Executive Communication:** C-level storytelling and ROI reporting - **FinOps Integration:** Connecting service cost to business value ## ITIL 5 Guiding Principles 1. Focus on value 2. Progress iteratively 3. Collaborate and promote visibility 4. Think and work holistically 5. Keep it simple 6. Optimize and automate 7. Everything is a relationship ## Mandatory Instructional Protocol (IMPORTANT) **Before providing extended insights, case studies, or detailed examples of applicability, you MUST ask for user consent.** * **Protocol:** Provide the core answer/solution first. Then, conclude with: *"Would you like deep insights into the applicability of this solution or a real-world resolution example?"* * **Action:** Only provide the extra depth if the user explicitly confirms. ## Expert Instructions ### 1. Service Strategy & Value Co-creation - Treat all IT services as Digital Products - Define Service Offerings that support customer outcomes - Establish Service Relationships with stakeholders - Map service value to business outcomes ### 2. Service Design & Transformation - Design service offerings that meet customer needs - Define service levels and KPIs - Create service catalogs - Implement service quality metrics ### 3. Service Transition - Manage changes effectively - Implement release management - Knowledge management practices - Service validation and testing ### 4. Service Operation - Incident Management lifecycle - Problem Management for root cause - Request Fulfilment - Event Management and monitoring - Access Management ### 5. Continual Improvement - 7-step improvement model - Process measurement and metrics - CSI register for improvements - Value realization tracking ### 6. FinOps for IT Services - Connect spend to service value - Unit economics for services - Right-sizing and optimization - Cloud and AI cost management ### 7. Communication Bridge - Executive reporting with SIR (Situation-Impact-Resolution) - Stakeholder management - ROI-focused narratives ## Applicability Scenarios - Implementing ITIL 5 from scratch - Migrating from ITIL v4 to ITIL 5 - Incident escalation and resolution - Change management best practices - Service desk optimization - IT budget and cost optimization ## References - [IT Manager's Handbook](./references/it-manager-handbook.md) - [Management Scenarios](./examples/management-scenarios.md) - [IT Frameworks Guide](./references/it-management-frameworks.md) ## Limitations - Strategic advisory only, not legal/financial auditing - Advice quality depends on provided context - Always verify against local regulations

path: README.de.md
content: # ITIL 5 Manager (li_itil_manager)

Elite IT-Service-Management-Berater, spezialisiert auf ITSM, FinOps und IT-Governance unter Verwendung des ITIL 5 DPSM-Frameworks.

## Überblick

Ein umfassender ITIL 5-Berater, der Digitale Produkt- und Service-Management (DPSM) mit modernen IT-Management-Praktiken kombiniert. Bietet strategische und operative Anleitung für IT-Manager, Service-Desk-Leiter und digitale Führungskräfte.

## Funktionen

- **ITIL 5 DPSM:** Digitales Produkt- und Service-Management-Ansatz
- **Service-Wertschöpfungskette:** Planen, Engagieren, Gestalten & Transformieren, Beschaffen/Bauen, Liefern & Unterstützen, Verbessern
- **Prozessoptimierung:** Incident-, Problem-, Änderungs-, Wissens- und Serviceanfrage-Management
- **Führungskommunikation:** C-Level Storytelling und ROI-Berichterstattung
- **FinOps-Integration:** Verbindung von Servicekosten mit Geschäftswert

## ITIL 5 Leitprinzipien

1. Auf Wert fokussieren
2. Iterativ vorgehen
3. Zusammenarbeiten und Sichtbarkeit fördern
4. Ganzheitlich denken und arbeiten
5. Einfachheit bewahren
6. Optimieren und automatisieren
7. Alles ist Beziehung

## Verwendung

Auslösen mit Schlüsselwörtern:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## Struktur

```
li_itil_manager/
├── SKILL.md
├── README.md
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## Version

- Aktuell: 1.0.0
- Datum: 2026-04-27
- Framework: ITIL 5 DPSM

## Lizenz

Community-Skill - MIT

path: README.en.md
content: # ITIL 5 Manager (li_itil_manager)

Elite IT Service Management Advisor specializing in ITSM, FinOps, and IT governance using ITIL 5 DPSM framework.

## Overview

A comprehensive ITIL 5 advisor combining Digital Product and Service Management (DPSM) with modern IT management practices. Provides strategic and operational guidance for IT managers, service desk leads, and digital leaders.

## Features

- **ITIL 5 DPSM:** Digital Product and Service Management approach
- **Service Value Chain:** Plan, Engage, Design & Transform, Obtain/Build, Deliver & Support, Improve
- **Process Optimization:** Incident, Problem, Change, Knowledge, and Service Request Management
- **Executive Communication:** C-level storytelling and ROI reporting
- **FinOps Integration:** Connecting service cost to business value

## ITIL 5 Guiding Principles

1. Focus on value
2. Progress iteratively
3. Collaborate and promote visibility
4. Think and work holistically
5. Keep it simple
6. Optimize and automate
7. Everything is a relationship

## Usage

Trigger with keywords:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## Structure

```
li_itil_manager/
├── SKILL.md                    # Skill definition
├── README.md                   # This file
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## Version

- Current: 1.0.0
- Date: 2026-04-27
- Framework: ITIL 5 DPSM

## License

Community skill - MIT

## Author

ClawHub Community

path: README.es.md
content: # ITIL 5 Manager (li_itil_manager)

Asesor élite de gestión de servicios de TI especializado en ITSM, FinOps y gobernanza de TI utilizando el marco ITIL 5 DPSM.

## Descripción

Un asesor completo de ITIL 5 que combina la Gestión de Productos y Servicios Digitales (DPSM) con prácticas modernas de gestión de TI. Proporciona orientación estratégica y operativa para gerentes de TI, líderes de mesa de servicio y líderes digitales.

## Características

- **ITIL 5 DPSM:** Enfoque de Gestión de Productos y Servicios Digitales
- **Cadena de Valor del Servicio:** Planificar, Involucrar, Diseñar y Transformar, Obtener/Construir, Entregar y Apoyar, Mejorar
- **Optimización de Procesos:** Gestión de Incidentes, Problemas, Cambios, Conocimiento y Solicitudes de Servicio
- **Comunicación Ejecutiva:** Narrativa para C-level e informes ROI
- **Integración FinOps:** Conectar costo del servicio con valor empresarial

## Principios Guia ITIL 5

1. Enfocarse en el valor
2. Progresar iterativamente
3. Colaborar y promover visibilidad
4. Pensar y trabajar holísticamente
5. Mantenerlo simple
6. Optimizar y automatizar
7. Todo es una relación

## Uso

Dispara con palabras clave:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## Estructura

```
li_itil_manager/
├── SKILL.md
├── README.md
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## Versión

- Actual: 1.0.0
- Fecha: 2026-04-27
- Framework: ITIL 5 DPSM

## Licencia

Habilidad comunitaria - MIT

path: README.fr.md
content: # ITIL 5 Manager (li_itil_manager)

Conseiller Elite en Gestion des Services IT spécialisé en ITSM, FinOps et Gouvernance IT utilisant le framework ITIL 5 DPSM.

## Aperçu

Un conseiller complet ITIL 5 combinant la Gestion des Produits et Services Numériques (DPSM) avec les pratiques modernes de gestion IT. Fournit des orientations stratégiques et opérationnelles pour les responsables IT, les responsables du service desk et les leaders numériques.

## Caractéristiques

- **ITIL 5 DPSM:** Approche de Gestion des Produits et Services Numériques
- **Chaîne de Valeur du Service:** Planifier, Engager, Concevoir et Transformer, Obtenir/Construire, Livrer et Supporter, Améliorer
- **Optimisation des Processus:** Gestion des Incidents, Problèmes, Changements, Connaissances et Demandes de Service
- **Communication Exécutive:** Storytelling pour C-level et rapports ROI
- **Intégration FinOps:** Connecter le coût du service à la valeur métier

## Principes Directeurs ITIL 5

1. Se concentrer sur la valeur
2. Progresser de manière itérative
3. Collaborer et promouvoir la visibilité
4. Penser et travailler holistiquement
5. Garder simple
6. Optimiser et automatiser
7. Tout est une relation

## Utilisation

Déclencher avec mots-clés:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## Structure

```
li_itil_manager/
├── SKILL.md
├── README.md
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## Version

- Actuelle: 1.0.0
- Date: 2026-04-27
- Framework: ITIL 5 DPSM

## Licence

Compétence communautaire - MIT

path: README.ja.md
content: # ITIL 5 Manager (li_itil_manager)

ITSM、FinOps、ITガバナンスにおけるエリートITサービス管理アドバイザー。ITIL 5 DPSMフレームワークを専門とします。

## 概要

デジタルプロダクト＆サービス管理（DPSM）と最新のIT管理プラクティスを組み合わせた総合的なITIL 5アドバイザー。ITマネージャー、サービスデスクリーダー、デジタルリーダーへの戦略的および運用ガイダンスを提供します。

## 機能

- **ITIL 5 DPSM:** デジタルプロダクト＆サービス管理アプローチ
- **サービスバリューチェーン:** プラン、エンゲージ、設計・変革、取得・構築、配信・支援、改善
- **プロセス最適化:** インシデント、問題、変更、ナレッジ、サービスリクエスト管理
- **エグゼクティブコミュニケーション:** CレベルストーリーテリングとROIレポート
- **FinOps統合:** サービスコストとビジネス価値の連携

## ITIL 5指導原則

1. 価値に焦点を当てる
2. 反復的に進捗する
3. コラボレーションと可視性の促進
4.  holisticallyに考える
5. シンプルに保つ
6. 最適化と自動化
7. すべてが関係である

## 使用方法

以下のキーワードでトリガー:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## 構造

```
li_itil_manager/
├── SKILL.md
├── README.md
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## バージョン

- 現行: 1.0.0
- 日付: 2026-04-27
- フレームワーク: ITIL 5 DPSM

## ライセンス

コミュニティスキル - MIT

path: README.ko.md
content: # ITIL 5 Manager (li_itil_manager)

ITSM, FinOps 및 IT 거버넌스를 전문으로 하는 엘리트 IT 서비스 관리 자문관 ITIL 5 DPSM 프레임워크를 사용합니다.

## 개요

디지털 제품 및 서비스 관리(DPSM)와 최신 IT 관리 관행을 결합한 종합 ITIL 5 자문관입니다. IT 관리자, 서비스 데스크 리더 및 디지털 리더에게 전략적 및 운영 지침을 제공합니다.

## 기능

- **ITIL 5 DPSM:** 디지털 제품 및 서비스 관리 접근 방식
- **서비스 가치 사슬:** 계획, 참여, 설계 및 전환, 획득/구축, 제공 및 지원, 개선
- **프로세스 최적화:** 인시던트, 문제, 변경, 지식 및 서비스 요청 관리
- **임원 커뮤니케이션:** C 레벨 스토리텔링 및 ROI 보고
- **FinOps 통합:** 서비스 비용을 비즈니스 가치에 연결

## ITIL 5 지침 원칙

1. 가치에 집중
2. 반복적으로 진행
3. 협업 및 가시성 촉진
4. 전체적으로 생각하고 작업
5. 단순하게 유지
6. 최적화 및 자동화
7. 모든 것은 관계

## 사용 방법

키워드로 트리거:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## 구조

```
li_itil_manager/
├── SKILL.md
├── README.md
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## 버전

- 현재: 1.0.0
- 날짜: 2026-04-27
- 프레임워크: ITIL 5 DPSM

## 라이선스

커뮤니티 스킬 - MIT

path: README.md
content: # ITIL 5 Manager (li_itil_manager)

Elite IT Service Management Advisor specializing in ITSM, FinOps, and IT governance using ITIL 5 DPSM framework.

## Overview

A comprehensive ITIL 5 advisor combining Digital Product and Service Management (DPSM) with modern IT management practices. Provides strategic and operational guidance for IT managers, service desk leads, and digital leaders.

## Features

- **ITIL 5 DPSM:** Digital Product and Service Management approach
- **Service Value Chain:** Plan, Engage, Design & Transform, Obtain/Build, Deliver & Support, Improve
- **Process Optimization:** Incident, Problem, Change, Knowledge, and Service Request Management
- **Executive Communication:** C-level storytelling and ROI reporting
- **FinOps Integration:** Connecting service cost to business value

## ITIL 5 Guiding Principles

1. Focus on value
2. Progress iteratively
3. Collaborate and promote visibility
4. Think and work holistically
5. Keep it simple
6. Optimize and automate
7. Everything is a relationship

## Usage

Trigger with keywords:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## Structure

```
li_itil_manager/
├── SKILL.md                    # Skill definition
├── README.md                   # This file
├── references/
│   ├── it-manager-handbook.md  # IT Management Handbook
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## Version

- Current: 1.0.0
- Date: 2026-04-27
- Framework: ITIL 5 DPSM

## License

Community skill - MIT

## Author

ClawHub Community

path: README.pt.md
content: # ITIL 5 Manager (li_itil_manager)

Assessor Élite de Gerenciamento de Serviços de TI especializado em ITSM, FinOps e Governança de TI usando o framework ITIL 5 DPSM.

## Visão Geral

Um assessor abrangente de ITIL 5 combinando Gerenciamento de Produtos e Serviços Digitais (DPSM) com práticas modernas de gestão de TI. Fornece orientação estratégica e operacional para gerentes de TI, líderes de service desk e líderes digitais.

## Recursos

- **ITIL 5 DPSM:** Abordagem de Gerenciamento de Produtos e Serviços Digitais
- **Cadeia de Valor de Serviço:** Planejar, Engajar, Projetar e Transformar, Obter/Construir, Entregar e Suportar, Melhorar
- **Otimização de Processos:** Gerenciamento de Incidentes, Problemas, Mudanças, Conhecimento e Solicitações de Serviço
- **Comunicação Executiva:** Storytelling para C-level e relatórios de ROI
- **Integração FinOps:** Conectar custo de serviço com valor de negócio

## Princípios Guia ITIL 5

1. Focar no valor
2. Progredir iterativamente
3. Colaborar e promover visibilidade
4. Pensar e trabalhar holísticamente
5. Manter simples
6. Otimizar e automatizar
7. Tudo é uma relação

## Uso

Dispare com palavras-chave:
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## Estrutura

```
li_itil_manager/
├── SKILL.md
├── README.md
├── references/
│   ├── it-manager-handbook.md
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## Versão

- Atual: 1.0.0
- Data: 2026-04-27
- Framework: ITIL 5 DPSM

## Licença

Habilidade comunitária - MIT

path: README.zh-CN.md
content: # ITIL 5 Manager (li_itil_manager)

精英IT服务管理顾问，专注于使用ITIL 5 DPSM框架的ITSM、FinOps和IT治理。

## 概述

一个综合性的ITIL 5顾问，结合数字产品和服务管理（DPSM）与现代IT管理实践。为IT经理、服务台负责人和数字领导者提供战略和运营指导。

## 功能特点

- **ITIL 5 DPSM:** 数字产品和服务管理方法
- **服务价值链:** 计划、参与、设计与转型、获取/构建、交付与支持、改进
- **流程优化:** 事件、问题、变更、知识和 服务请求管理
- **高管沟通:** C级别故事化叙述和ROI报告
- **FinOps集成:** 连接服务成本与业务价值

## ITIL 5指导原则

1. 聚焦价值
2. 迭代推进
3. 协作并提升透明度
4. 全局思考和工作
5. 保持简洁
6. 优化和自动化
7. 一切都是关系

## 使用方法

使用以下关键词触发：
- `itil manager`
- `itil5` / `itil 5`
- `it service management`
- `incident management`
- `problem management`
- `change management`
- `service desk`

## 目录结构

```
li_itil_manager/
├── SKILL.md                    # Skill定义
├── README.md                   # 说明文档
├── references/
│   ├── it-manager-handbook.md  # IT管理手册
│   └── it-management-frameworks.md
└── examples/
    └── management-scenarios.md
```

## 版本信息

- 当前版本: 1.0.0
- 日期: 2026-04-27
- 框架: ITIL 5 DPSM

## 许可证

社区技能 - MIT

## 作者

ClawHub 社区

path: examples/management-scenarios.md
content: # ITIL Manager Scenarios

Common real-world ITIL management scenarios with expert-driven advice.

## Scenario 1: Implementing ITIL 5 from Scratch
**Situation:** Organization wants to adopt ITIL 5 DPSM approach.
**Expert Advice:**
- Start with ITIL 5 Guiding Principles - focus on value and collaboration
- Map current services to Digital Products
- Identify service relationships with stakeholders
- Implement Service Value Chain activities progressively
- Use "Progress iteratively" - start small, iterate
- **Question:** Would you like deep insights into implementation steps?

## Scenario 2: Major Incident Management
**Situation:** Critical system outage affecting business operations.
**Expert Advice (ITIL 5 Incident Management):**
- **Detect & Log:** Immediate incident creation
- **Categorize & Prioritize:** Impact and urgency assessment
- **Diagnose:** Technical investigation
- **Resolve:** Fix and restore service
- **Close:** Formal closure with customer sign-off
- Communication: Use SIR (Situation-Impact-Resolution) for updates
- Post-incident: Blameless review within 24 hours
- **Question:** Would you like deep insights into escalation procedures?

## Scenario 3: Change Management
**Situation:** Need to deploy major infrastructure change with minimum risk.
**Expert Advice (ITIL 5 Change Management):**
- **RFC:** Complete Request for Change with justification
- **Assessment:** Evaluate risk, impact, and cost
- ** CAB Review:** Present to Change Advisory Board
- **Planning:** Define rollback procedures
- **Implementation:** Execute in change window
- **Review:** Post-implementation review
- Follow "Think and work holistically" - consider all dependencies
- **Question:** Would you like deep insights into risk assessment?

## Scenario 4: Service Desk Optimization
**Situation:** High volume of tickets, low customer satisfaction.
**Expert Advice:**
- Analyze ticket categories and root causes
- Implement Service Request Management for repetitive tasks
- Build Knowledge Base for self-service
- Use "Optimize and automate" - automate routine requests
- Track FCR (First Contact Resolution) and CSAT metrics
- **Question:** Would you like deep insights into KPI optimization?

## Scenario 5: Problem Management
**Situation:** Recurring incidents from underlying root cause.
**Expert Advice:**
- Use Problem Management to find root cause
- Create Problem Record linked to related Incidents
- Analyze trends usingKeppler Incident Analysis
- Implement permanent fix through Change Management
- Update Knowledge Base with workarounds
- **Question:** Would you like deep insights into problem analysis techniques?

## Scenario 6: IT Budget and Cost Optimization
**Situation:** Need to optimize IT spend while maintaining service quality.
**Expert Advice (FinOps + ITIL 5):**
- Map service costs using value chain activities
- Identify under-utilized services
- Implement consumption-based pricing where possible
- Use "Focus on value" - cut low-value services
- Track Cost per Service and Cost per User metrics
- **Question:** Would you like deep insights into FinOps practices?

---
*Reference scenarios for ITIL 5 Manager skill.*

path: references/it-management-frameworks.md
content: # IT Management Frameworks Guide (2026)

Comprehensive guide for aligning IT with business objectives using world-class frameworks.

## 1. IT Governance & Strategy

* **COBIT (Control Objectives for Information and Related Technologies):** Focused on IT corporate governance. Helps align technology with business strategic objectives, manage risks, and ensure regulatory compliance.
* **ISO/IEC 38500:** Provides basic principles for efficient, effective, and acceptable use of IT within organizations, focusing on director responsibilities.

## 2. IT Service Management (ITSM) - ITIL 5

* **ITIL (Information Technology Infrastructure Library):** The global standard for service management. ITIL 5 focuses on the service lifecycle and Digital Product and Service Management (DPSM).
* **ITIL 5 DPSM (Digital Product and Service Management):** New approach treating all IT services as digital products, emphasizing continuous value creation.
* **ISO/IEC 20000:** International standard for IT service management, serving as a basis for organizational quality certifications.
* **MOF (Microsoft Operations Framework):** Adaptation of ITIL practices focused specifically on Microsoft technology ecosystems.

## 3. Enterprise Architecture

* **TOGAF (The Open Group Architecture Framework):** Specialized in designing, planning, and implementing enterprise architectures to ensure technology foundation supports business scalability.

## 4. Project Management & Agile

* **PMBOK (Project Management Body of Knowledge):** Guide for traditional project management (Waterfall/Predictive).
* **PRINCE2 (Projects in Controlled Environments):** Structured method focused on control, organization, and ongoing business justification.
* **Scrum / Agile:** Frameworks for complex project management with focus on rapid, iterative, adaptive delivery.
* **SAFe (Scaled Agile Framework):** Methodology for scaling agile practices in large organizations.

## 5. Security & Risk

* **NIST Cybersecurity Framework:** Guidelines for reducing cybersecurity risks in critical infrastructure and government.
* **ISO/IEC 27001:** International standard for implementing an Information Security Management System (ISMS).
* **FAIR (Factor Analysis of Information Risk):** Quantitative model for understanding and measuring information risk in financial terms.

## 6. Modern Operations & Innovation

* **DevOps Framework:** Full integration between development and operations to accelerate value delivery cycle.
* **SRE (Site Reliability Engineering):** Google's approach using software engineering to solve operations and scalability problems.
* **AIOps:** Use of Artificial Intelligence and Machine Learning to automate incident detection and optimize operational performance.

## Framework Selection Guide

| Need | Recommended Framework |
|------|----------------------|
| IT Governance | COBIT |
| Service Management | ITIL 5 DPSM |
| Enterprise Architecture | TOGAF |
| Traditional Projects | PMBOK/PRINCE2 |
| Agile Projects | Scrum/SAFe |
| Security | ISO 27001/NIST |
| Operations Optimization | DevOps/SRE/AIOps |

path: references/it-manager-handbook.md
content: # IT Manager Handbook (2026 Edition) - ITIL 5 Edition

A strategic reference for managing modern digital technical organizations with ITIL 5 foundation.

## 1. Leadership in a VUCA World
IT Management is now characterized by Volatility, Uncertainty, Complexity, and Ambiguity.
- **Adaptive Strategy:** Move from rigid 5-year plans to "Rolling 12-month Value Roadmaps."
- **Psychological Safety:** The foundation of high-performance engineering teams. Encourage blameless post-mortems and celebrate "smart failures."
- **ITIL 5 Guiding Principles:** Apply "Progress iteratively," "Collaborate and promote visibility," and "Think and work holistically" in leadership approach.

## 2. FinOps 2.0: Value over Cost
Sustainable cloud and AI growth require a FinOps mindset that connects spend to revenue and P&L impact.
- **Unit Economics:** Calculate the "Cost per Transaction" or "Cost per Active AI Agent."
- **Waste Identification:** Historically, 30% of cloud spend is waste. Use AI-driven right-sizing and spot-instance automation.
- **ITIL 5 Service Value Chain:** Use the "Obtain/Build" and "Deliver & Support" practices to optimize technology spend.

## 3. Data-Driven Management (DDM)
Stop making decisions based on intuition or the "Highest Paid Person's Opinion" (HIPPO).
- **Process Mining:** Extract value stream maps from system logs to find actual cycle times and hidden bottlenecks.
- **KPIs that Matter:** Deployment Frequency, Mean Time to Recovery (MTTR), and Service Value Realization (SVR).
- **ITIL 5 Continual Improvement:** Use the 7-step improvement model to drive data-driven optimization.

## 4. AI-Native Governance & Ethics
Governing a symbiotic human-AI workspace where agents are coworkers.
- **Ethical Audit:** Quarterly reviews of AI decision-making bias and algorithmic transparency.
- **Security:** Managing the broad attack surface of LLM integrations and retrieval-augmented generation (RAG) systems.
- **ITIL 5 Risk Management:** Integrate AI governance into the overall service risk management practice.

## 5. ITIL 5 Digital Product and Service Management (DPSM)

### Core Concepts
- **Digital Product (DP):** Any technology-enabled service that delivers value to customers
- **Service Offering:** The totality of how a service supports customer outcomes
- **Service Relationship:** The cooperation between provider and consumer
- **Value Co-creation:** Working with stakeholders to create value

### Service Value Chain Activities
- **Plan:** Define the vision, roadmap, and architecture
- **Engage:** Understand stakeholder needs and expectations
- **Design & Transform:** Create new services and improvements
- **Obtain/Build:** Acquire or develop components and capabilities
- **Deliver & Support:** Service delivery and operational support
- **Improve:** Continual improvement of services

### The 7 Guiding Principles
1. Focus on value
2. Progress iteratively
3. Collaborate and promote visibility
4. Think and work holistically
5. Keep it simple
6. Optimize and automate
7. Everything is a relationship

---
*Reference source for ITIL 5 Manager (li_itil_manager) skill.*

Security scan verdicts — ClawScan: clean | static analysis: clean | VirusTotal: clean | SkillSpector: suspicious (HIGH)