The Evolution of ITIL
From Government IT Guidance to AI-Native Digital Management
The journey through time
35+ years of evolution in IT service management
Government IT Infrastructure Library
Initial UK government IT service management guidance
Key highlights:
- Basic IT service management practices
- Government-focused guidance
- Foundation for ITSM discipline
Process-Focused Framework
Expanded to 7 core books with process emphasis
Key highlights:
- Service Support processes
- Service Delivery processes
- Wider industry adoption
Service Lifecycle Approach
Introduced 5-stage service lifecycle model
Key highlights:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Digital Transformation Era
Service Value System and 4 dimensions model
Key highlights:
- Service Value System (SVS)
- 4 dimensions of service management
- 34 management practices
- Agile and DevOps integration
- Value co-creation focus
AI Native & Experience-First
AI-integrated, product+service unified approach
Key highlights:
- AI Native capabilities
- Product + Service unified model
- Experience-first approach
- Integrated value streams
- AI Governance framework
- Sustainability integration
Why a new ITIL? Why now?
The digital landscape has transformed, and ITIL® evolves to meet modern challenges
Market evolution
The market has moved on – Digital is now the norm, not the exception. Organizations need guidance that reflects this reality.
Product management
Modern organizations need both Product AND Service Management unified in a single, cohesive framework.
Clarity & simplicity
Relevance, simplicity, and clarity are key. ITIL® v5 removes complexity while adding crucial capabilities.
AI momentum
AI momentum is accelerating rapidly. Organizations need AI-native guidance, not AI as an afterthought.
Expanded reach
Need to expand TAM (Total Addressable Market) – back to the heart of every digital enterprise.
Experience first
Customer and employee experience are paramount in the digital age. ITIL® v5 puts experience at the center.
What stays vs what changes
Building on proven foundations while embracing modern innovations
What stays
Service value focus
Co-creating value remains at the heart of ITIL
Best practice guidance
Proven practices built on decades of experience
Certification framework
Professional development and skills validation continue
Guiding principles
Core principles that guide decision-making
What changes
AI native by design
AI integration and governance built into the core
Product + service unification
Seamless integration of product and service management
Simplified qualification
Streamlined certification paths with clearer progression
Enhanced experience focus
Customer and employee experience at the center
Job role mapping
Clear alignment with modern digital roles and responsibilities
Ready to embrace the future?
ITIL® v5 brings AI-native capabilities, unified product-service management, and experience-first thinking to your organization.