ITIL v4 vs ITIL (Version 5) — What every ITSM professional needs to know right now

🔄 ITIL v4 vs ITIL (Version 5) — What every ITSM professional needs to know right now 🔑 3 things that stand out to me as an ITSM practitioner:
1️⃣ AI is no longer optional — it’s baked in ITIL v5 introduces the ITIL AI Capability Model (6C Model) — Creation, Curation, Clarification, Cognition, Communication, Coordination. AI governance is now a dedicated certification track.
2️⃣ “IT Infrastructure Library” is officially retired ITIL no longer stands for IT Infrastructure Library. It’s now positioned as a framework for digital product and service management — a significant philosophical shift.
3️⃣ Your ITIL v4 certification still holds full value This is an evolution, not a replacement. Both versions coexist. A bridge exam exists for v4 holders to transition. No panic needed — plan it strategically.
💡 My take: For those of us in Service Desk leadership, ITIL v5’s shift toward AI-native practices and digital product thinking is exactly where the industry was heading anyway. This isn’t a disruption — it’s validation that AI and automation belong at the heart of ITSM.