ITIL 5 for CIOs: Governing AI-Driven Digital Systems at Scale
From The ITSM Practice: Elevating ITSM and IT Security Knowledge by Luigi Ferri
March 3, 2026 · 9 min · Season 3 · Episode 1
About this episode
This episode explores the transformative implications of ITIL 5 for CIOs and CISOs in managing AI-driven digital services.
ITIL 5 marks a decisive shift in IT Service Management. Moving beyond ITIL 4, it reframes services as AI-enabled digital product–service systems governed through data-driven decision models. This episode explores governance, accountability, CIO and CISO implications, and why ITIL 5 transforms service management into system leadership in an AI-native world. In this episode, we answer to: How does ITIL 5 redefine IT Service Management in an AI-native environment? What changes from ITIL 4 to ITIL 5 in governance, digital products, and value streams? What does ITIL 5 mean for CIOs and CISOs managing AI-driven digital services? Resources Mentioned in this Episode: ITIL Training Academy website, article "ITIL® (Version 5): Everything New in ITIL Latest Version", link https://www.itil.org.uk/blog/itil-version-5-a-complete-guide ServiceNow website, article "Understanding ITIL 5: What’s New and How It Builds on ITIL 4", link https://www.servicenow.com/community/virtual-agent-forum/understanding-itil-5-what-s-new-and-how-it-builds-on-itil-4/m-p/3478594 Novelvista website, article "ITIL 4 vs ITIL (Version 5): What’s New, Changed, and Refined?", link…
People in this episode
Host: Luigi Ferri
Topics covered
- ITIL 5
- AI-driven digital systems
- CIO and CISO implications
- governance
- service management
- digital product-service systems
Keywords
- ITIL 5
- AI
- digital services
- governance
- CIO
- CISO
- service management
- ITIL 4
Mentioned in this episode
Organizations: ITIL Training Academy, ServiceNow, Novelvista, PeopleCert
Books & works: ITIL® (Version 5): Everything New in ITIL Latest Version, Understanding ITIL 5: What’s New and How It Builds on ITIL 4, ITIL 4 vs ITIL (Version 5): What’s New, Changed, and Refined?, ITIL Foundation (Version 5)
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