ITIL, the globally recognised framework for IT service management, has long been a cornerstone of IT operations across industries. Originally developed in the UK public sector, it has evolved into a scalable and versatile methodology that organisations of all sizes rely on. However, as rapid technological advancements, particularly in artificial intelligence (AI) and automation, reshape the IT landscape, the question arises: Can ITIL continue to stay relevant in the decade ahead?
A recent TechTalk podcast by Certes IT Service Solutions featured CTIO Jon Grainger and Director of Transformational Change Jo Peacock discussing the future of ITIL. They explored how the framework must adapt to the accelerating pace of technological development, particularly in the areas of AI and automation.
ITIL has historically served as a bridge across various industries, ensuring standardised IT service management practices. It provides a structured approach that enhances consistency, much like how commonly understood terms such as "PC" unify technology discussions. However, with automation and AI transforming IT processes, ITIL faces a critical turning point - one that demands evolution rather than stagnation.
Another pivotal change in ITIL’s trajectory is its transition to full private sector ownership. Traditionally, ITIL’s development was a collaborative effort between public and private entities, balancing perspectives and priorities. Now, with its direction solely in the hands of the private sector, the framework’s future will largely depend on how its new custodians choose to steer its evolution.
This shift introduces both opportunities and risks. On one hand, private sector agility may drive innovation within ITIL. On the other, commercial interests could shape its development in ways that may not align with the broader IT community’s needs.
Industry experts largely agree that ITIL is unlikely to disappear, but its longevity hinges on its ability to modernise. If ITIL follows historical trends, a version 5 update could emerge within the next decade, incorporating essential changes. However, failure to embrace AI-driven solutions and automation may render it obsolete. Organisations are increasingly seeking agile, intelligent, and automated approaches to IT service management, and if ITIL cannot integrate these capabilities, it risks being left behind.
The key to ITIL’s survival lies in its ability to maintain its core principles while adopting new methodologies. AI has the potential to enhance automation, optimise workflows, and improve service delivery, capabilities that ITIL must integrate to remain relevant.
The future of ITIL is a topic that requires ongoing discussion and collaboration. IT professionals, industry leaders, and ITIL’s custodians must engage in meaningful conversations about its direction and enhancements. AI and automation are no longer optional add-ons; they are fundamental to the future of IT service management.
At this critical juncture, ITIL must evolve to meet the demands of an increasingly AI-driven world. While the need for standardised IT service management remains crucial, ITIL’s ability to adapt will determine whether it remains a foundational framework or fades into obsolescence.
For more insights on the future of ITIL and its role in an evolving technological landscape, click below to watch the latest TechTalk podcast by Certes IT Service Solutions: