On January 30, 2026, PeopleCert officially released ITIL version 5. It's the most significant update to the framework since 2019, reshaping how organizations approach IT service management and digital product delivery.
From services to products and services
The most visible change is the new Product and Service Lifecycle Model, replacing the Service Value Chain from the previous version. Instead of six activities, the framework now defines eight lifecycle phases:
- Discover – identify opportunities and customer needs
- Design – create value-delivering solutions
- Develop/Acquire – build or procure components
- Build – configure and assemble service components
- Deploy/Transition – release to production
- Deliver – provide ongoing service delivery
- Support – resolve issues and maintain quality
- Optimize – continuously improve performance
This model better reflects the reality of organizations managing not just IT services but also digital products – applications, platforms, and APIs.
AI as a core concern, not an afterthought
ITIL v5 is described as an "AI-native" framework. This doesn't mean it requires AI. It means the framework provides specific guidance for organizations that already use AI or plan to – including governance, risk management, and responsible use of automation.
PeopleCert has also published a separate ITIL AI Governance guide that sits outside the core framework but complements it with practical recommendations for AI oversight in IT processes.
Five core publications
The framework is organized into five publications, each covering a distinct area:
- ITIL Product – digital product lifecycle management
- ITIL Service – end-to-end service delivery and support
- ITIL Experience – designing and managing customer and user experience
- ITIL Strategy – connecting vision to execution and measuring impact
- ITIL Transformation – practical guidance for implementation and change
According to PeopleCert, the content breaks down as 40% retained from the previous version, 36% completely new material, and 24% changed or enhanced content.
Streamlined certification scheme
Certifications have been reorganized into three career pathways:
- Practice Manager – for operational specialists (one practice module + Transformation)
- Managing Professional – for service delivery professionals (Product + Service + Experience + Transformation)
- Strategic Leader – for governance and leadership roles (Strategy + Transformation)
The Foundation certification has been available since February 12, 2026. Existing certificate holders can transition via the Foundation Bridge module, available since February 26, 2026. Advanced modules Product, Service, and Experience launched on March 12, 2026, with Strategy and Transformation following on April 9, 2026.
What this means in practice
Existing certifications remain valid – this is an evolution, not a reset. Organizations already working with the previous version don't need to change their processes overnight. Management practices will be updated in H2 2026.
The key takeaways for IT managers:
- The product and service lifecycle better matches the reality of digital transformation
- AI governance becomes a standard part of the ITSM conversation
- Sustainability and customer experience get dedicated space within the framework
ITIL v5 isn't a revolution – it's a targeted modernization. For teams that actively use the framework, it's worth tracking the new publications and planning a gradual transition.