ITIL 5 has arrived with fundamental changes that reshape how IT teams manage digital products and services. The new framework replaces isolated operational phases with a unified Lifecycle Model that connects every stage from discovery through ongoing support. This approach shifts your organization toward product-centric operations with clear accountability across the entire lifecycle.
ITIL 5 introduces a unified Lifecycle Model that breaks down silos and establishes product-centric operations with end-to-end accountability.
The most notable structural change is the eight-activity framework: Discover, Design, Acquire, Build, Changeover, Operate, Deliver, and Support. These activities replace traditional siloed processes, enabling you to manage digital products cohesively from conception to retirement. This builds on the ITIL 4 Service Value Chain but provides explicit end-to-end flow for modern delivery requirements. Organizations should also align these activities to an ITSM integration strategy to ensure seamless tool and process interoperability.
AI governance represents another critical shift. ITIL 5 positions itself as AI-native, treating artificial intelligence as a team member rather than just a tool. You’ll find embedded AI oversight integrated into governance and risk structures, with specific guidance for automation, machine learning, and decision-making in rapidly changing environments. This extension addresses responsible and ethical AI use directly within your service management framework.
The framework now emphasizes value co-creation and measurable outcomes over technical processes. You’ll notice the Service Value System renamed to ITIL Value System, reflecting broader applicability to digital products and services beyond traditional IT. Customer experience, user experience, and employee experience now sit at the center of value management, requiring you to measure stakeholder perception alongside technical metrics. The framework adopts Complexity Thinking to address non-linear decision contexts.
Sustainability becomes a core principle rather than an afterthought. ITIL 5 integrates sustainability metrics and ESG reporting into Foundation guidance, aligning with digital sustainability compliance requirements. You’ll need to incorporate environmental factors into your human-centric design practices.
The certification scheme has been streamlined into three clear paths: Practice Manager, Managing Professional, and Strategic Leader. ITIL Foundation serves as your entry point with updated terminology and core guidance. This structure offers role-aligned, flexible career progression. ITIL 4 holders can leverage designated transition modules that preserve their previous investments while updating to Version 5 requirements.
Specialist guidance expands markedly to cover AI Service Governance, Cyber Resilience, Digital Sustainability, and Autonomous Operations Management. These modules roll out throughout the release year, building on ITIL 4’s 34 practices while supporting high-velocity delivery through integrated Lean, Agile, and DevOps principles.
