ITIL 5 is the latest AI-native evolution of the globally recognised service management framework, redesigned for increasingly digital and AI-driven business environments.
Launched in 2026, ITIL 5 places greater emphasis on customer and employee experience, AI governance, value co-creation, and modern digital service management. It also introduces a more simplified and role-aligned qualification structure designed to support practical capability development across organisations managing digital products and services.
Key features & enhancements
These include:
- AI-native guidance embedded throughout the framework to support the management and governance of AI-enabled services
- Greater focus on experience-led management, including end-to-end customer and employee journeys
- Simplified qualification pathways aligned more closely to practical job roles and progressive learning
- Updated terminology and taxonomy designed for fast-changing digital environments
- Expanded scope beyond traditional IT, including digital product lifecycle management and value stream optimisation
Stronger integration with approaches such as DevOps and PRINCE2
Core areas of focus
ITIL 5 includes nine core courses and one extension module, with focus areas including:
- Digital product management
- Service implementation and optimisation
- Experience-led management
- Strategic transformation and change
- Certification pathways
Key certification routes
These include:
- ITIL Foundation (Version 5) – introducing modern digital product and service management concepts
- ITIL 5 Experience Certification – focused on service interaction and value co-creation
- ITIL 5 Transformation Certification – covering change management, transformation models, and strategic AI implementation
Overall, ITIL 5 reflects the growing need for organisations to build faster, more agile, and value-driven approaches to digital service management.
Reviewing your IT service management or digital capability roadmap?
We can help identify the right ITIL 5 learning pathways and training providers for your teams. Contact our team.
