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: Explicit guidance on AI governance and automation to help organizations innovate. Product & Service Lifecycle itil v5 pdf link

For years, , a senior IT manager, had "ITIL 4 Certified" proudly displayed on their LinkedIn. But by late 2025, the workplace felt different. AI wasn't just a buzzword anymore; it was actively rerouting tickets and predicting outages before they happened. Official ITIL publications are primarily managed and sold

. It moves beyond traditional IT Service Management (ITSM) to include Enterprise Service Management (ESM), integrating functions like HR, finance, and logistics into its value-driven lifecycle. SkillMetrix The new framework is structured around three key pillars: a senior IT manager