Today, businesses are under constant pressure to provide seamless services, adapt to change, and create value for customers. Emerging technologies like Artificial Intelligence (AI) are transforming IT operations - bringing automation, predictive analytics, and smarter decision-making to service management.
At the same time, strong governance is essential to ensure these innovations align with organisational goals, compliance requirements, and ethical standards.
So, how do you stay ahead in this dynamic managed IT services environment? The answer lies in ITIL® 5 - the globally recognised framework that empowers organisations to manage IT services effectively while embracing modern practices, technologies and sustainability.
PeopleCert officially launched the new version of the IT service management (ITSM) framework. The ITIL Version release date was 29 January 2026
What’s New in ITIL® Version 5?
I completed the course and earned my ITIL Version 5 certification in early 2026. Based on that experience, let me share some findings.
AI and Automation: ITIL Version 5 embraces emerging technologies like AI to enhance efficiency, predict issues before they occur, and support data-driven decisions.
Governance at the Core: ITIL Version 5 emphasises governance as a critical component of the Service Value System, ensuring accountability, compliance, and strategic alignment.
Integration with Modern Practices: Works seamlessly with Agile, DevOps, and cloud environments.
Sustainability: ITIL Version 5 introduces a stronger emphasis on sustainability as a core component of service quality, alongside utility, warranty, and user experience (UX).
AI in Managed IT Services
Artificial Intelligence (AI) is revolutionising IT Service Management by introducing automation, intelligence, and predictive capabilities into everyday operations. AI-powered tools can analyse vast amounts of data to predict incidents before they occur, automate routine tasks like ticket categorisation and resolution, and provide intelligent recommendations for problem-solving.
This not only accelerates response times but also enhances user experience and reduces operational costs.
In ITIL Version 5, AI is seen as a key enabler for value streams, supporting continual improvement and driving smarter decision-making while maintaining governance and compliance. By leveraging AI, organisations can transform ITSM from a reactive function into a proactive, data-driven powerhouse that delivers greater efficiency and business value.
Side note: If you need to understand AI Agents and Agentic Systems, check out this practical primer.
Governance in ITIL Version 5
Governance in ITIL Version 5 is a cornerstone of the Service Value System, ensuring that all activities, decisions, and innovations align with organisational strategy, compliance requirements, and ethical standards.
As IT environments become more complex with AI, automation, and cloud technologies, governance provides the framework for accountability and transparency. It defines who makes decisions, how risks are managed, and how performance is monitored to achieve desired outcomes.
Unlike previous versions, ITIL Version 5 emphasises governance as an ongoing, integrated function rather than a static layer - enabling organisations to adapt quickly while maintaining control.
Strong governance ensures that value streams boost efficiency and innovation. It offers the added benefits of trust, sustainability, and regulatory compliance, making it essential for modern digital service management. Read more about ITIL and AI Governance.
ITIL 5, IT Managed Services and Sustainability
ITIL 5 introduces a stronger emphasis on sustainability as a core component of service quality, alongside utility, warranty, and user experience (UX).
Organisations are expected not only to deliver reliable and valuable services but also to do so in a way that minimises environmental impact and supports long-term social and economic goals. Bonus content: Read about sustainability in project management.
By embedding sustainability into service level metrics, ITIL Version 5 ensures that decisions about design, delivery, and support consider energy efficiency, resource optimisation, and ethical practices.
This shift reflects the growing demand for responsible IT service management - where success is measured not just by performance and customer satisfaction, but by the ability to operate in harmony with the planet and society. Sustainability is no longer optional; it’s a strategic imperative that drives innovation and builds stakeholder trust.
Service Value Chain Activities in ITIL Version 5
ITIL Version 4 introduced the concept of high-level activities such as Plan, Improve, Engage, Design & Transition, Obtain & Build, and Deliver & Support. These provided a strong foundation for managing services but were broad in nature.
ITIL Version 5 takes this concept to the next level by breaking these broad activities into more detailed lifecycle management activities such as Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support.
This shift is significant because modern organisations need precision and agility to manage complex digital services. By focusing on granular activities, ITIL 5 enables better mapping to value streams, clearer accountability, and improved integration with emerging technologies like AI, while ensuring governance and compliance remain central.
This evolution empowers businesses to optimise workflows and deliver greater value in a rapidly changing environment.
Continuous Improvement and Management Practices in ITIL Version 5
Continuous improvement remains the heart of ITIL and ITIL Version 5 reinforces this principle by embedding improvement into every activity and value stream.
The ITIL Continual Improvement Model provides a structured, seven-step approach that guides organisations from defining a vision to measuring success and sustaining progress. This model ensures that improvements are not random but aligned with business goals and supported by data. It supports with continuous improvement and iterations for maximum impact.
While ITIL Version 5 removes the formal ‘Management Practices’ concept from the Foundation Level, the need for strong practice leadership remains critical.
That’s why the new Practice Manager certification is so valuable - it equips professionals to manage and optimise practices like Incident Management, Change Enablement, and Service Desk effectively.
By combining the Continual Improvement Model with Management Practice, organisations can create a culture of ongoing enhancement, governance, and agility - delivering services that evolve with business needs and emerging technologies like AI.
Earn Your ITIL® Version 5 Certification
Lumify offers ITIL training that goes beyond theory. Join our public or private training sessions to explore how ITIL Version 5 principles might support your AI and change initiatives.
Those who have achieved ITIL Certifications and Designations in version 4 can gain recognition in ITIL Version 5 through Transformation courses.
Lumify Work is an Accredited Training Organisation with Platinum Partner status for PeopleCert courses and certifications, including ITIL®.
