Evolving from ITIL 4 to
ITIL (Version 5): Why it makes sense for today’s professionals

Roman Jouravlev – ITIL Senior Architect, PeopleCert

Why is ITIL (Version 5) the next logical step in the evolution of ITIL?

While earlier versions of ITIL included major changes to its core model – and the way we described the world in which it would operate – the new ITIL is rather an evolution. Though ITIL 4 knowledge remains highly relevant, ITIL (Version 5) builds on that foundation; developing the guidance to address the realities professionals and organizations face today.

However, there have been major shifts and issues that organizations are facing, which we needed to address and were the catalyst to develop ITIL (Version 5). These included:

- Increased volatility, uncertainty, complexity and ambiguity (VUCA)

- The rapid emergence and adoption of AI

- The siloed working of digital product and service management

- The growing importance of human experience in technology management

1. Managing the VUCA world

Historically, management frameworks and bodies of knowledge were designed for a stable business context which no longer exists.

Previous approaches made the (at the time, fair) assumption that organizations could set mid- or even long-term SMART objectives and then create a plan to implement them.

In today’s environment, leaders may know where the organization is, but don’t know where exactly they want to be or how to get there, though they might imagine a general direction. This is one challenge we have addressed in ITIL (Version 5).

For example, the new ITIL Transformation model recognizes the need for continuous experimentation and distilling insights that guide decisions about either continuing in the same – or changing – direction. This enables the new ITIL to better reflect the complexity and uncertainty organizations face today. The ITIL Continual Improvement model has also been updated to reflect the increased uncertainty and the need for experimentation.

2. The rapid emergence and adoption of AI

As with other fundamental shifts in technology – such as cloud computing and mobile networks – AI is creating both opportunities and challenges for businesses.

Therefore, ITIL (Version 5) is designed to reflect that AI is already here, and that having the right guidance to use, manage, scale, and govern it effectively is necessary.

This means the new ITIL addresses the impact of AI throughout the ITIL qualification scheme – making it what we call “AI-native”. And professionals can now obtain a comprehensive view of, and capability for, managing AI in their organization with the launch of the new ITIL AI Governance (Version 5) module.

3. Integrating digital product and service management

A prevailing trend in industry for more than a decade has been the siloed mentality between digital product and service teams. That is despite the similarities between their key principles.

ITIL (Version 5) takes the position that digital product and service management are two sides of the same coin and that operating them separately is bad for industry and organizations adopting digital technology.

Digital services are impossible without digital products and the potential value offered by the latter is often realized only when consumed as a service. And if we concede that digital product and service teams occupy the same “room” with a “glass wall” in between, there needs to be – at least – doors in the glass wall.

The new ITIL explains how producing digital solutions for business combines both product and service management and how they share a unified lifecycle.

4. The need for better experience

As more tasks are delegated to AI, there is a need to pay more attention to the human experience of technology.

ITIL (Version 5) tackles this with a dedicated, advanced module focused on experience, which takes a comprehensive and holistic approach to the experience of users, customers, providers, employees and other stakeholders. And this incorporates thinking such as experience level management and experience level agreements (XLAs), aligned with the ITIL guidance on service level management and value co-creation.

The business case for transitioning to ITIL (Version 5)

For professionals already certified in ITIL 4, that knowledge remains valuable and provides a strong foundation for progressing to ITIL (Version 5); indeed, ITIL 4 Foundation serves as a prerequisite for achieving the advanced ITIL (Version 5) certifications.

However, the significant trends I’ve outlined already mean that professionals need to be equipped with updated knowledge and skills to answer the questions that didn’t exist when ITIL 4 launched.

Having access to this latest knowledge will enable practitioners to create better outcomes for their organizations. And the advanced modules in the new ITIL were created specifically with this in mind, for example:

- ITIL Strategy (Version 5) – provides a complexity-compatible and agile model for defining and implementing strategy, increasing the chances that planning and implementation are more aligned and, therefore, improve the achievement of strategic objectives.

- ITIL Product (Version 5) – focuses on creating products that meet business requirements and increase business value.

- ITIL Service (Version 5) – shows how digital services that are more integrated and aligned will lead to achieving greater value.

- ITIL Experience (Version 5) – enables professionals to approach experience improvement more effectively and, as a result, create happier employees and users.

- ITIL Transformation (Version 5) – using this guidance will help practitioners deliver transformation more successfully in a constantly changing environment.

- ITIL AI Governance (Version 5) – describes how to realize the potential benefits and value of AI without losing oversight and control.

As organizations now operate in a service economy enabled by digital technology, the latest guidance in ITIL helps them manage digital products and services to support their goals; whether that’s a business generating revenues and profits or a not-for-profit or charity striving to deliver its social purpose.

And though ITIL remains synonymous with managing technology in a business context, its principles and practices can also apply to non-digital services. While its concepts are not specific to functions such as HR or facilities management, they are – with adaptation – transferable and will underpin enterprise service management (ESM).

This broader applicability makes ITIL (Version 5) relevant to professionals across the enterprise who are responsible for managing digital products, services, transformation, experience and value.