What Is ITIL® Version 5? A Clear Guide to the Latest ITIL Framework

Organisations increasingly depend on digital products and services to communicate with customers, support employees, deliver public services and run their day-to-day operations. However, introducing new technology does not automatically produce better results.

Digital products and services must be designed around genuine needs, managed effectively throughout their lifecycle and continually improved as technology, risks and customer expectations change.

ITIL® Version 5 provides practical guidance to help organisations achieve this.

The latest version of ITIL expands the framework’s focus beyond traditional IT service management. It brings together digital product management, service management, customer and user experience, strategy, organisational transformation and responsible use of artificial intelligence.

This guide explains what ITIL Version 5 is, why it was introduced, how it differs from earlier approaches and which qualifications are available.

What is ITIL?

ITIL is a globally recognised framework for managing digital products and services.

It provides organisations with principles, models, practices and practical guidance that can be adapted to different industries, technologies and ways of working. Rather than prescribing one rigid process, ITIL helps organisations decide how best to create value in their own circumstances.

ITIL can be used by organisations of almost any size. It is relevant to private businesses, public-sector bodies, charities, universities, healthcare providers and other organisations that depend on technology-enabled services.

It can help organisations:

• Understand what customers, users and other stakeholders value
• Design products and services around genuine needs
• Improve the quality and reliability of service delivery
• Manage risks, suppliers, changes and resources more effectively
• Connect technology decisions with organisational objectives
• Establish clearer roles and responsibilities
• Improve collaboration between teams
• Measure performance and outcomes
• Identify opportunities for continual improvement
• Respond more effectively to technological and organisational change

Although ITIL has its roots in IT service management, its principles are no longer relevant only to IT departments. Digital products and services often involve people from product management, operations, customer experience, finance, governance, security, data, procurement and senior leadership.

ITIL Version 5 reflects this wider environment.

What is ITIL Version 5?

ITIL Version 5 is the latest evolution of the ITIL framework.

It provides guidance for organisations that create, deliver, support and continually improve digital products and services. It retains the central ITIL principle of creating value while placing greater emphasis on complete product and service lifecycles, digital experience, strategy, transformation and the responsible use of artificial intelligence.

PeopleCert describes the framework as being designed for modern, AI-enabled environments in which technology, business requirements and customer expectations can change quickly.

ITIL Version 5 is therefore not simply an update to service desk processes or operational procedures. It is intended to help organisations consider the complete journey from an initial strategic idea through to product design, service delivery, customer experience, improvement and eventual retirement.

It can support questions such as:

• Why are we developing this product or service?
• Which customer, user or organisational need will it address?
• How will it create measurable value?
• What experience should users receive?
• How will it be developed and introduced?
• How will it be operated, supported and improved?
• What risks and dependencies must be managed?
• How should artificial intelligence be governed?
• How will the organisation adapt its people and ways of working?
• When should the product or service be changed or retired?

This makes ITIL Version 5 relevant to a wider range of professionals than many people may associate with traditional IT service management.

Why was a new version of ITIL needed?

The way organisations use technology has changed considerably.

In the past, IT departments were often viewed mainly as internal service providers. Their role was to maintain infrastructure, support applications, resolve incidents and provide employees with reliable access to technology.

Those responsibilities remain important, but digital technology now plays a much greater role in organisational strategy.

A mobile application may be one of the main ways a company interacts with its customers. A data platform may support essential decision-making. An online portal may be central to the delivery of healthcare, education, financial or public services. Artificial intelligence may influence how information is analysed, decisions are made and users receive support.

As a result, the distinction between an organisation and its technology has become increasingly difficult to maintain.

ITIL Version 5 responds to this by connecting:

• Business and digital strategy
• Product and service management
• Customer and user experience
• Technology delivery and operations
• Governance and risk
• Organisational change
• Continual learning and improvement
• Responsible artificial intelligence

The framework recognises that digital success depends on more than choosing the correct technology. It also depends on leadership, collaboration, skills, culture, governance, design, measurement and the ability to adapt.

Is it called ITIL 5 or ITIL Version 5?

The official name is ITIL® (Version 5).

People may naturally shorten this to “ITIL 5” when searching online or discussing the framework. Both terms are likely to be understood, but organisations and training providers should generally use the official ITIL Version 5 wording in formal course titles and certification information.

What does ITIL Version 5 focus on?

Several themes are particularly important within the latest framework.

Digital products and services

ITIL Version 5 looks at products and services as closely connected parts of value creation.

A digital product may include software, technology, information, resources and capabilities. Services allow customers and users to gain value from those capabilities without having to manage every associated cost and risk themselves.

For example, an organisation might develop an online learning platform as a digital product. The service surrounding it could include user access, technical support, content updates, security, reporting and continual improvement.

Managing only the technology would not be enough. The organisation would also need to understand whether learners can use the platform successfully, whether it produces the required outcomes and whether the overall experience represents value.

Complete lifecycle management

The framework encourages organisations to consider the full lifecycle of a digital product or service rather than concentrating only on implementation or support.

This can include:

1. Understanding opportunities and stakeholder needs
2. Establishing strategy and priorities
3. Designing the product, service and experience
4. Developing or acquiring the required components
5. Introducing the product or service
6. Delivering and supporting it
7. Measuring performance and outcomes
8. Continually improving it
9. Replacing or retiring it when appropriate

This end-to-end view can reduce fragmented decision-making and help different teams understand how their work contributes to shared outcomes.

Customer and user experience

A technically reliable service can still fail if it is difficult, confusing or frustrating to use.

ITIL Version 5 gives greater prominence to digital experience. It encourages organisations to understand how customers, users, employees and other stakeholders perceive and interact with digital products and services throughout their lifecycle.

This may involve considering:

• Accessibility
• Ease of use
• Trust
• Communication
• Responsiveness
• Consistency
• Emotional perception
• Customer journeys
• Employee experience
• The balance between automation and human support

The objective is not simply to make technology function. It is to make sure that it supports a useful and meaningful experience.

Artificial intelligence

Artificial intelligence is becoming part of many digital products, business processes and service management tools.

AI can help organisations analyse information, automate routine activities, identify patterns and deliver more personalised services. It can also introduce risks relating to transparency, accuracy, security, bias, privacy and accountability.

ITIL Version 5 incorporates AI-aware guidance across the framework rather than treating artificial intelligence as a completely separate technical subject.

It also includes an AI Governance extension module, which focuses on the frameworks, policies and controls required to use AI responsibly and in line with organisational and regulatory requirements.

This reflects an important principle: organisations should not adopt AI simply because the technology is available. Its use should contribute to defined outcomes, be appropriately governed and remain subject to human accountability.

Organisational transformation

Introducing a new framework, technology or process does not guarantee that people will adopt it successfully.

Organisations may need to change roles, skills, behaviours, governance arrangements, structures and working practices. They must also maintain progress after the initial implementation has finished.

Transformation is therefore a central part of ITIL Version 5.

The framework includes a dedicated ITIL Transformation module that covers the practical challenges of embedding, sustaining and improving change across digital products and services. Transformation is a core component of the Practice Manager, Managing Professional and Strategic Leader designation routes. It only needs to be completed once and can count towards all three.

What are the ITIL Version 5 guiding principles?

Guiding principles help professionals make decisions when detailed instructions are unavailable or when several possible approaches exist.

They are intended to be considered together rather than used in isolation. Their purpose is to encourage practical and adaptable decision-making across different roles, organisations and circumstances.

The guiding principles reinforce ideas such as maintaining a clear focus on value, working collaboratively, learning from current circumstances, making progress iteratively and taking a complete view of the organisation and its services.

They are not rules that dictate one particular method. Instead, they provide a consistent basis for judgement.

For example, an organisation considering an AI-powered service desk assistant should not begin with the question, “How quickly can we implement this technology?”

It should first ask:

• What problem are we trying to solve?
• Who will benefit?
• What value should be created?
• What existing information and capabilities can we use?
• Which risks must be controlled?
• How will employees and users be involved?
• How will we test the solution and learn from feedback?
• How will success be measured?

This produces a more considered decision than adopting technology without a clear purpose.

What qualifications are available?

The ITIL Version 5 qualification scheme begins with Foundation and then offers several advanced routes.

ITIL Foundation

ITIL Foundation Version 5 is the starting point for people who are new to the framework.

It introduces the essential concepts, terminology, principles and models used to manage digital products and services. It is suitable for people at different career stages and is not limited to those working in traditional IT service management roles.

Foundation also provides the prerequisite knowledge for progressing to advanced ITIL Version 5 modules.

ITIL Foundation Bridge

The Foundation Bridge provides a shorter route for eligible ITIL 4 certificate holders who want to update their knowledge and achieve the ITIL Foundation Version 5 certification.

It focuses on what has changed rather than requiring experienced candidates to repeat the complete Foundation course.

PeopleCert states that the Bridge is available to holders of ITIL 4 Foundation or another eligible ITIL 4 qualification, excluding the Cloud and Sustainability extension qualifications. Existing ITIL 4 certificates can also remain valid prerequisites for the Version 5 advanced modules, so completing the Bridge is not necessarily required before progressing.

ITIL Product

ITIL Product focuses on managing digital products and services across their lifecycle.

It is relevant to professionals involved in product direction, development, delivery, collaboration, prioritisation and continual improvement.

The module helps connect customer needs and organisational strategy with the practical work required to develop and manage products.

ITIL Service

ITIL Service focuses on the delivery, support and improvement of digital services.

It is particularly relevant to service managers, operational teams, support professionals and others responsible for service quality, reliability, performance and continual improvement.

ITIL Experience

ITIL Experience focuses on how customers, users and employees interact with and perceive digital products and services.

It covers human-centred and AI-aware design, trust, stakeholder expectations, customer journeys and the creation of meaningful experiences.

ITIL Strategy

ITIL Strategy addresses the development, delivery and improvement of digital strategies.

It helps leaders connect technology, investment and execution with organisational outcomes. It is relevant to senior managers, digital leaders, consultants and professionals involved in strategic planning and decision-making.

ITIL Transformation

ITIL Transformation focuses on embedding and sustaining successful organisational change.

It covers the relationship between governance, implementation, learning, resilience and measurable value. Because transformation is required across several ITIL designation routes, it plays a central role in the Version 5 qualification scheme.

ITIL Practice Manager

The Practice Manager route develops practical expertise in groups of related ITIL management practices.

The three available specialisation modules are:

• Monitor, Support and Fulfil
• Plan, Implement and Control
• Collaborate, Assure and Improve

To achieve the ITIL Practice Manager Version 5 designation, a learner must complete Foundation, one of these three bundled specialisation modules and ITIL Transformation.

ITIL Managing Professional

The Managing Professional route is aimed at professionals involved in the practical management and delivery of digital products and services.

The designation requires:

• ITIL Foundation
• ITIL Product
• ITIL Service
• ITIL Experience
• ITIL Transformation

This combination provides broad coverage of product management, service delivery, stakeholder experience and organisational change.

ITIL Strategic Leader

The Strategic Leader route is designed for people who want to understand and influence the relationship between digital technology and organisational strategy.

The designation requires:

• ITIL Foundation
• ITIL Strategy
• ITIL Transformation

It is particularly relevant to senior leaders, digital decision-makers, consultants and professionals responsible for aligning technology with long-term organisational objectives.

ITIL Master

ITIL Master is the framework’s highest designation.

Under the Version 5 qualification scheme, candidates work towards this level by achieving the Practice Manager, Managing Professional and Strategic Leader designations. PeopleCert describes the designation as recognising deep expertise and the demonstrated ability to adopt ITIL in complex, real-world situations.

AI Governance extension module

AI Governance is the dedicated extension module within the ITIL Version 5 qualification scheme.

It focuses on establishing policies, responsibilities, controls and governance arrangements for the responsible use of artificial intelligence.

It may be particularly relevant to organisations introducing AI into service management, customer interactions, decision-making, automation or digital products.

Which ITIL Version 5 course should you take first?

The most appropriate starting point depends on your existing qualifications.

You are completely new to ITIL

Begin with ITIL Foundation Version 5.

This provides the essential knowledge needed to understand the framework and progress to advanced modules.

You hold ITIL 4 Foundation

You may choose the ITIL Foundation Bridge Version 5 if you want to update your Foundation knowledge and receive the latest Foundation certification.

Alternatively, an eligible ITIL 4 qualification can be used as a prerequisite for Version 5 advanced modules. The best route therefore depends on whether you want a Foundation-level update or intend to progress directly to a specialist area.

You hold ITIL v3 Foundation

The recommended route is to complete the full ITIL Foundation Version 5 course and examination.

ITIL v3 Foundation is not accepted as the prerequisite for Version 5 advanced modules, and the latest Foundation includes substantial new and updated content.

You are an experienced ITIL professional

A dedicated ITIL Managing Professional Transition Version 5 route is available to eligible ITIL 4 Managing Professionals, ITIL 4 Masters, ITIL v3 Experts and ITIL v3 Masters.

This route builds on existing expertise and covers the important changes without requiring experienced professionals to begin the complete qualification journey again.

Do advanced modules have to be taken in a particular order?

There is no fixed order in which all advanced modules must be completed after Foundation.

A candidate could, for example, take ITIL Transformation immediately after Foundation when transformation is the most relevant subject for their role. The choice can be based on responsibilities, interests and career objectives.

However, learners working towards a particular designation must eventually complete all the modules required for that route.

Is ITIL Version 5 only for IT professionals?

No.

ITIL remains highly relevant to IT service managers, service desk teams, infrastructure professionals and technical specialists, but Version 5 also applies to a much wider audience.

This includes:

• Product managers and product owners
• Customer experience professionals
• Service delivery managers
• Business relationship managers
• Digital transformation teams
• Change leaders
• Project and programme professionals
• Business analysts
• Operations managers
• Governance, risk and compliance professionals
• Data and AI leaders
• Suppliers and procurement teams
• Senior managers and directors

Anyone who contributes to the strategy, design, development, delivery, support, governance or improvement of digital products and services may benefit from understanding ITIL.

What are the benefits of ITIL Version 5?

For individuals, ITIL training can provide:

• A recognised professional certification
• A clear understanding of modern digital product and service management
• Practical concepts that can be applied in the workplace
• A shared language for working across departments
• Greater awareness of customer and user needs
• Improved ability to connect day-to-day work with strategic outcomes
• Defined pathways for continued professional development
• Skills relevant to service, product, experience, strategy and transformation roles

For organisations, adopting ITIL guidance can help:

• Align digital investment with organisational priorities
• Improve collaboration between product, service and business teams
• Create more reliable and valuable services
• Improve customer and employee experiences
• Introduce clearer governance and accountability
• Manage change and risk more effectively
• Use AI and automation more responsibly
• Establish consistent approaches without imposing unnecessary rigidity
• Build continual improvement into everyday work

The value does not come from certification alone. It comes from applying the guidance thoughtfully and adapting it to the organisation’s needs.

Does ITIL Version 5 replace ITIL 4?

ITIL Version 5 is the latest version of the framework, but existing ITIL 4 certifications do not immediately become invalid.

PeopleCert currently plans to retire ITIL 4 modules on 31 December 2027. It also states that eligible ITIL 4 certifications can continue to be used as prerequisites for Version 5 advanced modules.

Professionals therefore have time to consider the most appropriate transition route rather than assuming that all previous learning must be repeated immediately.

Are ITIL Version 5 examinations open book?

The exam format depends on the module.

The ITIL Foundation Version 5 and Foundation Bridge examinations are closed-book multiple-choice assessments.

The Product, Service, Experience, Strategy and Transformation examinations are open book. This is intended to place more emphasis on understanding and applying the framework rather than relying only on memorisation.

The Managing Professional Transition route includes two open-book examinations.

Candidates should always check the current examination format and rules for their chosen qualification before sitting the assessment.

How long does an ITIL certification remain current?

ITIL Version 5 certificates are issued with a three-year renewal date.

PeopleCert currently provides several routes for maintaining certifications, including completing another qualification in the same product suite, retaking the existing certification or participating in its continuing professional development programme through an eligible membership route.

This encourages professionals to keep their knowledge current as the framework and wider digital environment develop.

Frequently asked questions

Is ITIL Version 5 difficult to learn?

Foundation is designed as an introduction, so previous ITIL experience is not required. Some terminology and models may be unfamiliar at first, but instructor-led training, workplace examples and structured revision can make the material easier to understand.

Advanced modules require more detailed study and focus more heavily on applying ITIL concepts to realistic situations.

Do I need to work in a service desk role?

No. ITIL Version 5 is relevant to people working across product management, service delivery, customer experience, strategy, operations, transformation, governance and leadership.

Is ITIL useful outside the technology sector?

Yes. Almost every sector now relies on digital products and services. ITIL can be applied in finance, healthcare, education, construction, manufacturing, government, charities and many other environments.

Does ITIL tell an organisation exactly which processes to use?

No. ITIL is adaptable guidance rather than a fixed operating model. Organisations should select and adapt the parts that support their circumstances, objectives and risks.

Can ITIL be used with Agile, DevOps and project management?

Yes. ITIL can complement Agile, DevOps, Lean, PRINCE2® and other methods. These approaches may focus on different aspects of change, development, delivery or governance, but they do not have to operate in isolation.

Do I have to complete the Foundation Bridge before taking an advanced module?

Not necessarily. Eligible ITIL 4 certificates remain accepted as prerequisites for Version 5 advanced modules. The Bridge is primarily for people who want to update their Foundation knowledge and obtain the Foundation Version 5 certification.

Which advanced module should I take first?

Choose the module that most closely reflects your role or objectives:

• Product for digital product lifecycle responsibilities
• Service for service delivery and operational management
• Experience for customer, user and employee experience
• Strategy for digital leadership and strategic decision-making
• Transformation for organisational change and improvement

There is no universal choice that is right for everyone.

Final thoughts

ITIL Version 5 reflects the reality that modern organisations do not simply operate IT systems. They depend on interconnected digital products, services, suppliers, data, people and experiences.

The framework brings these elements together and provides practical guidance for creating value throughout the complete digital product and service lifecycle.

For newcomers, ITIL Foundation Version 5 provides a clear introduction. Existing ITIL 4 certificate holders can consider the shorter Foundation Bridge or progress to an advanced module using their current qualification. Experienced professionals may have access to a dedicated transition route.

The most suitable pathway will depend on your current certification, professional responsibilities and future goals.

Develop your ITIL knowledge with ExperTrain

ExperTrain offers live, instructor-led ITIL Version 5 training for professionals at different stages of their certification journey.

Our current portfolio includes:

• ITIL® Version 5 Foundation
• ITIL® Version 5 Foundation Bridge
• ITIL® Version 5 Experience
• ITIL® Version 5 Product
• ITIL® Version 5 Service
• ITIL® Version 5 Strategy
• ITIL® Version 5 Transformation
• ITIL® Version 5 Managing Professional Transition

Courses are delivered live online, with official examinations included where stated. Explore our ITIL and IT Service Management courses or contact us for guidance on choosing the most appropriate qualification.

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