ITIL (Version 5) reflects a fundamental shift in how organizations create and deliver value—connecting strategy, operating models, customer and employee experience, value streams, products, services, technology, and increasingly AI.
But what does that look like in practice?
Join PeopleCert and nVeris for a practical exploration of how organizations can apply ITIL (Version 5) concepts to understand how value actually flows through their organization, and use AI to accelerate the journey from mapping the current state to designing and continually improving the future state.
Using a real-world industry scenario, we'll connect a customer journey to the value streams, workflows, people, technology, and organizational capabilities that enable it. We'll then show how nVeris helps teams collaboratively model that operating environment, identify constraints and opportunities, and reimagine how work could be performed using ITIL practices and AI-enabled ways of working.
The session will explore:
- How ITIL (Version 5) connects customer experience, value streams, products and services, and the broader operating model
- Why understanding how work actually flows across the organization is critical to value realization
- How AI can accelerate value stream discovery and mapping
- How organizations can connect people, processes, technology, information, and financial impact within an operating model
- How to identify bottlenecks, constraints, capability gaps, and improvement opportunities
- How to reimagine workflows using ITIL practices, automation, and AI
- How to evaluate alternative future-state scenarios before investing in change
- How to move from periodic mapping exercises toward continuous sensing, learning, and continuous improvement
Rather than just talking about the future of ITIL, we'll show what an AI-enabled, value-stream-driven operating model looks like in action.
