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Vendor access
This part is for Aigna staff
Vendors see their own installation and the device reference they need to build it: device types, setup guides and models. Everything else stays with Aigna.
Go to your installationKeia Method· Level 3 · How it fits · 4.1
ITIL
PeopleCert's framework of good practice for managing IT products and services.
- How Keia relates
- Implements part of it: the everyday practices, for workplace technology
- Which version
- ITIL (Version 5), released in 2026; PeopleCert plans to retire ITIL 4 on 31 December 2027. Version 5 keeps 34 practices, largely as in ITIL 4, and ITIL 4's guiding principles, and adds an eight-stage lifecycle (Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support). Its simplified value chain was not yet public, so the value chain below is ITIL 4's. Keia is far smaller than ITIL: it covers the service management in and around a building's technology.
How the ideas map
Each Keia idea, the ITIL practices it serves, and what Keia adds.
| Keia idea | ITIL practices and value chain | What Keia adds |
|---|---|---|
| Start from the building | IT asset management; service configuration management. Value chain: design and transition, obtain/build | Every unit sits in a space on a floor plan, with its model, ports, cables and build sheet. The space type is the standard the space is built to, and the gap between the two is the work |
| Capture, don't ask | Incident management; service request management; monitoring and event management; service desk. Value chain: engage, deliver and support | An alert becomes an incident already filled in: space, unit, last change, likely known error and a proposed priority. The room guide behind the code on the table reports a fault in one tap. Closing asks one thing: "What fixed it?" |
| Answer first | Service level management; monitoring and event management. Value chain: deliver and support, improve | Every page opens with one sentence and up to four figures, each opening the list it counts. Services show within target or past target; experience measures are kept per space, never per person |
| Own it, hand it on | Incident management; problem management; supplier management; change enablement. Value chain: engage, deliver and support | One named owner per job until the person is back working. Hand to moves the whole record, with why, to a colleague, a team or a vendor. A standing rule is a standard change its service owner approved once, with caps, a read back, and Undo or Roll back where one exists |
| Learn as you go | Knowledge management; problem management; continual improvement. Value chain: improve | The setup guide opens beside the device, and an incident shows what fixed it the last two times. A captured fix becomes a proposal to the guide, approved by its owner. Guidance shortens as a person's own record shows they no longer need it |
Guiding principles
ITIL's seven guiding principles, and where Keia does each one.
| ITIL guiding principle | Where Keia does it |
|---|---|
| Focus on value | Experience measures per space: meetings started on time, spaces that worked first time, lost time per incident |
| Start where you are | No staged journey: switch on the module you need, starting with the device catalogue; existing tools connect and stay the record |
| Progress iteratively with feedback | A captured fix is proposed to the setup guide, tried, approved by its owner and kept |
| Collaborate and promote visibility | Vendors and integrators work in the same record as peers, scoped to the job; every figure names its source and time |
| Think and work holistically | One record joins the space, the device, the change, the owner and the vendor |
| Keep it simple and practical | One sentence, four figures, then the evidence; a person is asked only what only they know |
| Optimize and automate | Standing rules do routine work only where it can be put back, within caps, under a named owner; anything irreversible is a proposal a person confirms |
Use your normal process here
ITIL covers far more than Keia. For these, keep the process and the tool you have; Keia connects to them or leaves them alone.
- Strategy management, portfolio management and service financial management
- Relationship management with the business, and service design for new services
- Release management, deployment management, and software development and management
- Information security management as a whole (Keia keeps some of its evidence: see section 4.8)
- Workforce and talent management
- Laptops and phones, and the support for them: outside Keia's scope
Words side by side
Where Keia's words differ from ITIL's.
| Keia says | ITIL says |
|---|---|
| Hand to (a peer, with the whole record and why) | Escalate; assign |
| Standing rule (a routine change its owner approved once, with caps and a way back) | Standard change |
| Space, Unit (each a record with its relationships) | Configuration item (CI) |
| Relationship, Service map | Relationships held in the configuration management database (CMDB) |
| Within target, Past target | Service level agreement (SLA) met, breached |
Sources
Official source. PeopleCert: ITIL Foundation (Version 5)
Checked 30 September 2026.
- PeopleCert: ITIL frequently asked questions: Version 5, its 34 practices in two groups, the practice bundles, the ITIL 4 retirement date
- PeopleCert: ITIL (Version 5) explained
- ITIL: ITIL Foundation (Version 5), what's new: the eight lifecycle stages and the simplified value chain
- ITSM.tools: the 34 ITIL 4 management practices: a secondary source, for practice names outside the Version 5 bundles
- ITSM.tools: ITIL (Version 5) guiding principles: a secondary source, for the seven principles carried into Version 5
Try it in the demo
Opens as Priya, on the service desk. Everyone in the demo is made up; nothing you do leaves this browser.
- Open the Support queue: every open job, worst first, each saying who holds it.
- Open Changes in Support: standard changes are the runs of standing rules, each approved once by its owner.