Case Studies
Learning through real-world scenarios
These scenarios are based on common patterns observed in enterprise IT organizations. They are designed to illustrate how ITIL v5 concepts apply in practice, not to describe specific companies. Each case study identifies the ITIL practices, lifecycle activities, and leadership decisions involved.
Theory alone does not prepare IT managers for real-world complexity. These case studies bridge the gap between understanding ITIL v5 concepts and applying them in messy, ambiguous, real organizational situations.
How to use these case studies
- Read the scenario and identify the ITIL v5 concepts at play
- Consider the decisions before reading the analysis
- Map to your own context: how would this apply in your organization?
- Discuss with your team to build shared understanding
Case studies
Major Cloud OutageAI Chatbot DeploymentPost-Acquisition IT MergerDevOps in a Regulated BankCloud MigrationVendor Lock-in Crisis
Case study index
| Case Study | Primary ITIL Concepts | Complexity Context | Industry |
|---|---|---|---|
| Major Cloud Outage | Incident, Problem, Governance, Service Continuity | Chaotic → Complex → Ordered | Technology |
| AI Chatbot Deployment | 6C Model, Change Enablement, Experience Management | Complex | Financial Services |
| Post-Acquisition IT Merger | Operating Model, Culture, Value Streams, Four Dimensions | Complex | Manufacturing |
| DevOps in a Regulated Bank | DevOps/SRE, Compliance, Governance Patterns, Change Enablement | Ordered + Complex | Banking |
| Cloud Migration | Transition, PESTLE, Supplier Management, Risk | Complex | Healthcare |
| Vendor Lock-in Crisis | Supplier Management, Risk, Service Continuity, PESTLE | Chaotic → Complex | Retail |
Related pages
- Complexity-Based Decisions (theory behind the case study analyses)
- Complementary Frameworks (how frameworks work together)
- Application Patterns (industry-specific guidance)