The new ITIL® builds on its strong IT Service Management heritage, expanding into Digital Product and Service Management.

This Global Best Practice framework, developed with the contribution of our global community, combines deep industry knowledge with real-world insights. ITIL Experience (Version 5) – part of the evolving ITIL framework – supports a holistic understanding of product and service management with experience at its core, combining proven principles with practical, role-aligned guidance. It is suitable for organizations of any size and any industry, in the public and private sectors, and is now essential for every experience-related role across the entire organization.

The new ITIL Experience includes guidance on how to:

• create superior experiences and manage them holistically across their lifecycle
• turn knowledge into practical action to address experience in all relationships and journeys
• provide AI-native experiences while remaining human-centric
• enhance experience approaches with digital and AI capabilities, responsibly and effectively
• speak a common language across teams to enable winning experiences. 
  

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