ITIL® Foundation Version 5

ITIL® (Version 5) introduces major evolutions that make the framework more practical, flexible, and relevant for everyone working with digital products and services, across roles, teams, and organizations of all sizes. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL® and other sources of industry best practice.

Benefits of ITIL® for enterprises 

In enterprises, technology enables and supports the core business. This can occur at various Levels, ranging from digital services that provide optional support, to deep integration of digital Capabilities into the organization’s business services offered to enterprise customers. In below Figure shows how digital product and service management are positioned.

                                                         Figuare: The role of digital product and service management and ITIL in enterprises 

 

Benefits of using ITIL® for the organizations include: 

1. The organization has an effective, adaptable, and sustainable digital strategy and successfully implements it. 
2. Management and use of digital technology are focused on creating value for the organization, its customers, and other stakeholders. 
3. Investments in technology support the digital strategy and the return on investment is clear. 
4. The organization quickly and effectively reacts to new business and technology challenges and opportunities. 
5. Balance between innovative adoption of emerging technologies, such as AI, and effective technology governance. 
6. End-to-end value-oriented management of work, optimized for value creation and elimination of waste. 
7. Holistic management of the ITIL Product and Service Lifecycle, close collaboration of teams involved in product and service management. 
8. Collaborative culture, ensuring safety, respect, and creativity. 
9. Effective and well-managed relationships with suppliers and partners. 
10. Adaptive and reliable operation in increasingly complex business and technology environment. 
11. Balance of control and flexibility in the changing business, technology, and regulatory context. 
12. Common language to describe digital product and service management within the organization and in communications with customers, partners, and suppliers. 

Key Benefits of ITIL® (Version 5)

1. ITIL (Version 5) is the global best practice framework for everyone involved in digital products and services - connecting strategy, delivery, and outcomes in the AI era.
2. Unifies product and service management One lifecycle that reduces friction, silos, and handoffs.
3. Brings business and technology together A shared model that links strategy, delivery, and measurable outcomes.
4. AI-ready by design Practical guidance to adopt and scale AI responsibly, with governance built in.
5. Experience-driven and outcome-focused Turns digital work into experiences people feel and results organizations can measure.
6. Relevant across roles and organizations 4 Designed for IT, product, experience, and business leaders alike - not just ITSM.
   
    

What's Changing and What's Staying the Same

What stays the same?

1. ITIL Guiding Principles
2. Four Dimensions of Service Management
3. ITIL Service Value System
4. ITIL Practices (34) with only minor terminology updates
5. Foundation as the single entry point

What's new?
 

1. One unified Digital Product and Service Lifecycle
2. Practical, experience-driven adoption
3. Stronger focus on customer and employee experience
4. AI-native guidance integrated across modules
5. Clearly defined roles, responsibilities, and outcomes
6. Simplified qualification scheme aligned with job roles