In mid-April, the latest ITIL5 update was released, including the “Transformation,” “AI Management,” and “Strategy” modules. I’ll begin with a brief overview of the “Transformation” module, which is a new addition to the ITIL module lineup. There were no direct equivalents in the previous version.

This module presents concepts for transforming an enterprise to provide digital services. It emphasizes a comprehensive, multidimensional approach that considers both external and internal enterprise factors, demand, technology, and much more.

The “Transformation” module presents templates for implementing management during transformation, supporting ongoing operations during transformation, managing major changes, supporting employees and stimulating transformation, and, of course, the role of AI.

The module offers standard tools, methods, and techniques, and, as usual, links them to ITIL domains (dimensions), practices, and guiding principles.

Axelos/Peoplecert announced the official release of these 3 modules on March, 12th. All modules and appropriate exams are available now, focusing on synchronizing product and service lifecycle in Experienced value delivery.

Fig. 1 Combined Product and Service Value chain –

Operational model canvas –

XLA stands for eXtended Level Agreement in which a service provider and a customer agree on in-depth collaboration rather than on formal metrics.

Marc Smalley offered a simple and clear structure for XLA as shown on the image