Every app, cloud service, and automated workflow is part of a vast ecosystem of digital services.
Behind these services lies a structured approach to design, delivery, and improvement — and that’s ITIL (Information Technology Infrastructure Library).
But today, ITIL is far more than a framework for IT operations.
It’s the strategic intelligence model that helps organizations co-create value in the digital age.
The latest milestone in this evolution is ITIL 5 — a smarter, AI-ready, value-centric approach to service management.
What Is ITIL?
ITIL is the globally recognized framework for managing IT and digital services effectively.
It helps organizations improve efficiency, quality, and customer value.
ITIL v3 (2007): Process-based operational excellence.
ITIL 4 (2019): Modernized with Agile, DevOps, and value systems.
ITIL 5 (2025): AI-powered, experience-driven governance model.
ITIL 4 focused on how to manage services.
ITIL 5 focuses on how to manage value intelligently.
What Is ITIL 5?
ITIL 5 is the next-generation service management framework designed for the AI-driven digital era.
It integrates people, technology, governance, and data to create holistic value systems that evolve continuously.
“ITIL 5 is not about controlling technology — it’s about aligning technology, culture, and intelligence to create sustainable value.”
Bilginç IT Academy is an officially Accredited Training Organisation (ATO) by PeopleCert, the global leader in professional certification and exam delivery.
As an authorized PeopleCert partner, we deliver accredited training and official certification exams for ITIL®, PRINCE2®, DevOps, and other PeopleCert-certified programs, ensuring our learners receive globally recognized credentials with the most up-to-date curriculum.
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Bilginç IT Academy – PeopleCert Official Partner
ITIL 4 vs ITIL 5: The Core Differences
While ITIL 4 remains a strong foundation, ITIL 5 introduces a deeper, more strategic evolution.
This isn’t just a version update — it’s a paradigm shift in how we define value, governance, and digital ethics.
1. Approach: From Process Management to Value Creation
| Aspect | ITIL 4 | ITIL 5 |
|---|---|---|
| Focus | Process & Service Management | Value, Experience & Governance |
| Philosophy | Optimize IT performance | Co-create measurable business value |
| Objective | Operational efficiency | Strategic integration across the enterprise |
| Structure | Service Value System (SVS) | Value System + Governance + AI Framework |
ITIL 4 answers “How should we do it?”
ITIL 5 answers “Why are we doing it, for whom, and with what impact?”
2. Structure: From Service Value System to Value Chain
ITIL 4’s Service Value System describes structured workflows for service delivery —
Plan, Improve, Engage, Design, Deliver, and Support.
ITIL 5’s Value Chain, however, is a dynamic ecosystem that manages products and services as ongoing value cycles.
Every service is part of a continuous flow of value — not a process with an end point.
3. The Service Journey: Experience-Centric Mindset
ITIL 5 introduces the concept of the Service Journey, where service delivery is not a transaction but a user experience lifecycle.
It merges IT Service Management with Customer Experience (CX) strategy.
The key question is no longer “Is the customer satisfied?”
It’s “Are we co-creating value with the customer?”
4. Measurement Clarity: Beyond SLAs and KPIs
ITIL 4 relied on traditional operational metrics — uptime, incident response, SLA adherence.
ITIL 5 brings multi-dimensional measurement clarity, focusing on value metrics that integrate business, emotional, and social impact.
| Measurement Type | ITIL 4 | ITIL 5 |
|---|---|---|
| Performance | SLA, KPI | Value-based, outcome-oriented |
| Impact | IT Efficiency | Financial + Customer + Sustainability Value |
| Analytics | Static reports | Real-time, AI-driven analytics |
ITIL 5 turns invisible success into measurable intelligence.
5. AI Governance and Ethical Automation
Perhaps the biggest difference between ITIL 4 and ITIL 5 is the introduction of AI Governance —
a formalized approach to managing artificial intelligence ethically, securely, and strategically.
While ITIL 4 suggested using automation, ITIL 5 teaches organizations to govern automation.
AI Integration Areas in ITIL 5
AI-enabled decision support systems
Predictive maintenance and service optimization
Automated service desks and chatbots
Risk, bias, and ethics management in AI
Human-AI collaboration and transparency frameworks
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ITIL 5 elevates AI from a “tool” to a governed ecosystem within the service lifecycle.
6. Culture and Human Dimension
ITIL 4 emphasized team collaboration.
ITIL 5 goes further, embedding cultural transformation — aligning technology, people, and purpose.
Human + Data + Ethics + Technology
Shared organizational language
Learning and adaptive teams
Continuous improvement with governance
ITIL 4 asked “How can we work better?”
ITIL 5 asks “How can we create value together?”
7. Flexibility and Scalability
ITIL 4 offered structured processes.
ITIL 5 introduces adaptive frameworks that adjust to an organization’s maturity level, tech stack, and strategic vision — suitable for startups and global enterprises alike.
Why the Shift from ITIL 4 to ITIL 5 Matters
| Business Challenge | ITIL 5 Response |
|---|---|
| Complex digital environments | Holistic Value System |
| AI integration needs | AI Governance model |
| Experience-driven market | Service Journey framework |
| Ethical compliance | AI Ethics and transparency |
| Real-time data decision-making | Measurement Clarity and automation |
ITIL 5 is not just a framework — it’s your organization’s digital intelligence blueprint.
Certification Path: From ITIL 4 to ITIL 5
Start with ITIL 5 Foundation Training.
It builds on ITIL 4 while expanding into AI, governance, and digital product lifecycle management.
Recommended sequence:
ITIL 5 Foundation
ITIL 4 Foundation – IT Service Management
ITIL 4 Specialist: Create, Deliver & Support
ITIL 4 Strategist: Direct, Plan & Improve
ITIL 4 Leader: Digital & IT Strategy
The Bigger Picture: ITIL 5 as a Value Mindset
ITIL 4 brought discipline to IT operations.
ITIL 5 brings intelligence, governance, and ethics to the entire organization.
Service management is no longer limited to workflows — it’s about managing human, data, and AI collaboration for continuous value creation.
In summary:
ITIL 4 = Service Management
ITIL 5 = Value, Experience, and Intelligent Governance
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