About this episode

Luigi Ferri discusses how ITIL 5 transforms leadership in IT Service Management by emphasizing accountability and systemic decision-making.

In this episode of the ITSM Practice Podcast, Luigi Ferri explores how ITIL 5 shifts leadership from explaining incidents to owning systemic decisions. In complex service ecosystems, governance must move upstream—before automation, architecture, and risk scale. True IT Service Management leadership is no longer about post-incident justification, but about accountable decision design in Enterprise Service Management. In this episode, we answer to: How does ITIL 5 redefine accountability in modern IT Service Management? Why is governance shifting upstream in complex, automated service environments? Are Heads of Service accountable for decisions they did not design? 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 PeopleCert website, article "ITIL, The Language of Growth", link https://www.peoplecert.org/Frameworks-Professionals/ITIL-framework PMG Academy website, article "The Definitive Guide to ITIL® Version 5 Foundation", link https://www.pmgacademy.com/en/articles/itil/the-definitive-guide-to-itil-version-5-foundation/ ITIL…

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