What's New in ITIL® v5
Key changes and innovations shaping the future of service management
Six game-changing innovations
ITIL® v5 introduces transformative capabilities for the digital age
AI native design
Built for the AI age from the ground up
- •ITIL® v5 is AI Native by design, not an afterthought
- •Comprehensive guidance for leveraging AI in service management
- •Dedicated AI Governance extension module
- •Practical frameworks for AI implementation and ethics
Product + service unification
A unified approach for digital enterprises
- •Expanding from Service Management to Digital Product & Service Management
- •Seamless product management integration
- •Relevant across IT and beyond traditional boundaries
- •Single framework for managing digital value streams
Enhanced experience focus
Experience as a key value driver
- •Customer Experience (CX) placed at the center
- •Employee Experience (EX) recognized as equally important
- •Experience metrics and measurement frameworks
- •Practical guidance for experience management and improvement
Simplified structure
More practical, less complexity
- •Clearer, streamlined certification paths
- •Reduced complexity in qualification scheme
- •Foundation as the single entry point
- •More practical application and real-world focus
Job role mapping
Career pathway guidance
- •Clear alignment with modern professional roles
- •Comprehensive skills framework integration
- •Structured career pathway guidance
- •Job role badges concept for recognition
Digital enterprise focus
Growth and transformation focused
- •Beyond traditional IT Service Management
- •Applicable across the entire digital enterprise
- •Value-driven approach to digital transformation
- •Strategic guidance for organizational growth
Why these changes matter
ITIL® v5 adapts to the realities of modern digital enterprises
The digital reality
Digital transformation is no longer a future goal - it's the present reality. Organizations need guidance that acknowledges this shift and provides practical frameworks for operating in a digital-first world.
ITIL® v5 recognizes that digital products and services are at the heart of modern business, requiring a unified approach that goes beyond traditional IT service management.
The AI imperative
AI is transforming how organizations operate, innovate, and deliver value. Organizations need guidance for leveraging AI responsibly and effectively, not just awareness of its existence.
ITIL® v5's AI-native design means AI is woven throughout the framework, with dedicated guidance on governance, ethics, and practical implementation across all service management practices.
The experience economy
In today's competitive landscape, experience is a primary differentiator. Both customer and employee experiences directly impact business outcomes and organizational success.
ITIL® v5 elevates experience from a secondary consideration to a central focus, providing frameworks and practices to measure, manage, and optimize experiences across all touchpoints.
The clarity demand
Practitioners need guidance that is clear, practical, and directly applicable to their work. Complexity for complexity's sake serves no one.
ITIL® v5 streamlines the certification scheme, clarifies job role mappings, and focuses on practical application. The result is a framework that's easier to adopt, implement, and realize value from.
Ready to Explore ITIL® v5?
Discover how ITIL® v5's innovations can transform your service management approach and drive digital success.