ITIL (version 5) vs. ITIL 4

The recent release of a new version of ITIL marks a significant advancement in the framework's development. I have reviewed the materials, earned my certification and accreditation as a course instructor, and delivered my first ITIL (version 5) Foundation course. With experience from conducting over 140 ITIL 4 courses at all levels, I believe ITIL (version 5) is a major update rather than just a simple revision. For simplicity, I will refer to the two versions as ITIL 4 and ITIL 5, from this point onward.

1. Scope and Audience

ITIL 4 was introduced as guidance for IT Service Management within the digital economy, mainly aimed at IT professionals. ITIL 5 explicitly broadens to Digital Product and Service Management, aiming to be relevant to "all organizations and people,” not just IT departments. The tagline has shifted from "IT-enabled services" to "The Language of Growth," and the book cover and many marketing materials now display an "AI Native" badge.

2. Central Framework Architecture

ITIL 4's core operating model was the Service Value System (SVS), supported by the Service Value Chain, which consisted of six types of activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support. ITIL 5 reorganizes this by introducing a new central model, the ITIL Product and Service Lifecycle, with eight distinct lifecycle activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, and Support. Those of us who remember the five Service Lifecycle Phases from ITIL 3 may see echoes of the past here, but I think it’s good to reuse valuable concepts. The ITIL Value System (the SVS successor) remains in ITIL 5 but is now just one part of the overall framework rather than the main structure.

3. AI Integration

Introduced in 2019, ITIL 4 referenced tools like Machine Learning and Blockchain but lacked formal AI guidance. ITIL 5 claims to be "AI-Native by design" and introduces a formal ITIL AI Capability Model, along with a dedicated appendix on AI and automation tools. The preface explicitly states that "AI is fundamentally reshaping everything."

4. Value Streams

ITIL 4 discussed value streams as part of the SVS. ITIL 5 now emphasizes this with a dedicated chapter covering value stream mapping and management as key practices, illustrating the stronger influence of Lean thinking.

5. New Models and Appendices

ITIL 5 Foundation introduces new models not found in ITIL 4 Foundation. The ITIL Service Journey Model, a valuable concept that provided the framework for ITIL 4 Specialist: Drive Stakeholder Value, is now included at the Foundation level, which I view as a positive addition. The new and expanded ITIL Service Relationship Model, the ITIL Maturity Model (from the ITIL 4 Practitioner courses and Practice Guides), and the ITIL Transformation Model give practitioners more structured tools for organizational assessment and transformation planning.

6. Digital Product Concepts

The ITIL 5 book includes a specific chapter on the "service economy" and discusses how digital technology impacts products across the spectrum, from digitally enabled physical products to fully digital ones.

7. Terminology and Language

Several concepts have been redefined. "IT Service Management" shifts to "Digital Product and Service Management." The ITIL 4 "Service Value System" is now called the "ITIL Value System." The framework increasingly adopts product management vocabulary (Discover, Build, Acquire) alongside traditional ITSM language, reflecting the merging of product and service disciplines.

8. Guiding Principles and Practices

I'm very glad to see that the seven guiding principles from ITIL 4 are preserved in ITIL 5, and management practices remain a central component. However, ITIL 5 introduces a Practice Quick Reference Card appendix that offers much more detail, along with a new Appendix that maps lifecycle activities to management practices, creating a much tighter integration between the new lifecycle model and the management practices.

In short, ITIL 5 marks an ambitious shift from being an IT service management framework to a broader digital product and service management framework, with AI integrated from the start, a new lifecycle model at its core, and a goal of gaining relevance beyond the IT department.

PS: We're still stuck with "Utility and Warranty" instead of Functional and Non-Functional Requirements, but I can live with that.

PPS: I included the photo at the top of the article because it shows a new and substantially upgraded interior in a beloved old structure. Additionally, it represents my lifelong interests in both architecture and photography.