January 2026 marks a significant milestone in the world of IT service management. After years of anticipation and development, ITIL Version 5 has officially launched, bringing with it a fresh perspective on how organizations can navigate the complexities of modern digital transformation.
For those who have been following the ITIL journey since its inception as a collection of IT best practices, this latest iteration represents more than just an incremental update. ITIL 5 is a reimagining of the framework for an era defined by artificial intelligence, sustainability imperatives, and rapidly evolving customer expectations.
What Makes ITIL 5 Different?
Human-Centric Design Takes Center Stage
In previous versions, ITIL focused heavily on processes and technology. Version 5 shifts the emphasis toward the people who use and deliver services. This human-centric approach recognizes that successful digital transformation isn't just about implementing the right tools—it's about empowering teams and creating meaningful experiences for end users.
A Unified Lifecycle Model
One of the most significant innovations in ITIL 5 is the introduction of a unified lifecycle model. Rather than treating discovery, design, delivery, operation, and improvement as separate phases, the new framework integrates them into one seamless, continuous process. This holistic view better reflects how modern organizations actually work, where agility and continuous improvement are paramount.
Sustainability Built In
For the first time, ITIL explicitly addresses sustainability and environmental responsibility. As organizations face increasing pressure to reduce their carbon footprint and operate more sustainably, ITIL 5 provides guidance on how IT services can contribute to these broader organizational goals. This isn't just good ethics—it's becoming a business imperative.
The AI Revolution: ITIL Gets AI-Ready
Perhaps the most timely aspect of ITIL 5 is its focus on artificial intelligence governance. The framework doesn't just acknowledge AI as a trend—it provides practical, actionable guidance for organizations looking to adopt and scale AI responsibly.
The dedicated ITIL AI Governance extension module addresses the unique challenges that AI presents, from ethical considerations and bias mitigation to transparency and accountability. In an era where AI is rapidly transforming every industry, this guidance couldn't come at a better time.
Organizations implementing AI-powered service desks, automated incident management, or predictive analytics will find invaluable guidance in this module on how to do so in a way that maintains trust, security, and compliance.
Playing Well with Others: DevOps, Agile, and Beyond
Modern IT organizations don't operate in silos. They use DevOps practices, Agile methodologies, PRINCE2 for project management, and various other frameworks. ITIL 5 acknowledges this reality by providing updated guidance on how to integrate ITIL practices with these complementary approaches.
This interoperability focus means organizations can adopt ITIL 5 without abandoning their existing ways of working. Instead, they can blend the best practices from multiple frameworks to create a customized approach that fits their unique needs.
Looking Ahead
The launch of ITIL 5 comes at a pivotal moment. As organizations worldwide grapple with digital transformation, economic uncertainty, and the rapid rise of AI, having a robust framework for service management has never been more important.
What sets ITIL 5 apart is its recognition that technology alone doesn't drive success—people do. By emphasizing collaboration, sustainability, and ethical AI governance while maintaining ITIL's traditional strengths in process optimization and service excellence, the framework offers a balanced approach for the modern era.
To the ServiceNow community:-
ITIL 5 arrives at the perfect moment in our journey. As we continue pushing the boundaries of what's possible with intelligent automation, AI-driven insights, and seamless service delivery on the Now Platform, this framework gives us a blueprint for doing it responsibly, sustainably, and with people at the center. Whether you're a developer building innovative apps, an architect designing enterprise solutions, or an admin optimizing workflows, ITIL 5's guidance on AI governance, unified lifecycles, and cross-framework integration aligns beautifully with our mission. Let's leverage these principles to not just implement technology, but to create experiences that truly matter. The future of service management is being written right now—and the ServiceNow community is holding the pen
Let's see where ITIL 5 takes us—the journey has just begun 🙂
Regards
Sumit
Technical Consultant
