T: +44 (0) 1675 468968 E: enquiries@certes.co.uk
Digital Transformation Through Agile Delivery
IT Agility AbilityTM
Digital Transformation Through Agile Delivery
IT Agility AbilityTM
SearchOpportunities Here
Search IT Jobs Join Certes Pro Become a Partner
Project Delivery
Governance
Methodologies
IT AGILITY ABILITYTM
IT CONTRACT
IT TALENT

The Future of ITIL: Can It Keep Up with an AI-Driven World?

By . February 25, 2025

ITIL has long been the gold standard for IT service management, offering organisations a structured approach to efficiency and consistency. However, with artificial intelligence (AI) and automation revolutionising IT operations, the question arises: Can ITIL keep pace with the next decade of innovation?

ITIL in a Rapidly Changing Tech Landscape

AI and automation are transforming IT processes, reducing manual workloads, and enhancing service delivery. While ITIL has always provided a standardised framework, its traditional methodologies must evolve to incorporate these advancements. If ITIL remains static, it risks becoming obsolete as organisations increasingly prioritise agile and intelligent IT service management.

A Shift in ITIL’s Ownership

Another major change impacting ITIL is its transition to full private sector ownership. Previously, ITIL’s development involved both public and private entities, balancing a range of perspectives. Now, its direction is shaped solely by private interests, which may drive innovation but also pose risks if commercial objectives outweigh the broader IT community’s needs.

Will ITIL Adapt or Be Left Behind?

Experts agree that ITIL is unlikely to disappear, but its survival depends on modernisation. A potential ITIL v5 update within the next decade could integrate AI-driven solutions and automation. However, if ITIL fails to embrace these changes, organisations may shift towards more adaptive frameworks that better align with the fast-moving tech landscape.

The Path Forward

The key to ITIL’s future lies in balancing its core principles with new methodologies. AI can enhance automation, optimise workflows, and improve service delivery—all areas ITIL must address to remain relevant. Industry-wide collaboration is essential in shaping ITIL’s evolution, ensuring it continues to meet the demands of modern IT service management.

Want to learn more about ITIL’s future? Watch the latest TechTalk podcast by Certes IT Service Solutions: Watch Now.

Digital Transformation Through Agile Delivery

IT Agility AbilityTM

Certes has been established for nearly 40 years and helps organisations access
the best IT talent for their everchanging needs. Many organisations undertaking
digital transformation projects require varying levels of resource and Certes have
a number of solutions that can be adapted to your requirements.

Learn More

Helping You With IT Project Delivery

CaaP is a simple yet powerful way to help you manage your IT projects.  Monitor and navigate the delivery of your project giving you control and flexibility.

 

 

 

 

 

 

Learn More

The Fast and Flexible Way to Find High Quality Contractor Resource

Our business is based on best practice, recognised quality procedures and a commitment to continuous development and improvement. When you need high quality IT professionals delivered within a robust framework of contractor services, we know we can deliver.

Learn More

Relationships Built on Trust and Mutual Respect that Drive Results

Our Talent Division offers everything you would expect from a company dealing with professional, high calibre recruitment into technically-specialist roles.  We have developed the perfect methodology to deliver exceptional results when sourcing and onboarding the right people into your organisation.

Learn More

IT Project Talent Flexibility Without the Headcount

Whether it’s supporting new projects or scaling up to meet increasing demands, we can have a team ready to go once the requirements have been scoped out.  Our continued investment in Certes Pro means we have pre-assembled IR35 compliant, agile teams across multiple professions ready to mobilise to ensure your transformation success.

Learn More

Aligning and Delivering Flexible IT Capability & Solutions

Technical competency is at the core of an IT project’s success and is the foundation of the services and solutions provided by Certes.  A dedicated assigned Service Delivery Manager to your IT project will handle the issues and deal with challenges freeing up your time.

Learn More

Who We Work With

Testimonials

"Without Certes, DVSA would not be where we are today in the Architecture space and I have enjoyed working with them."

Head of Portfolio Engagement & Planning

Driver & Vehicle Standards Agency (DVSA)
See More

Testimonials

"Georgie has been a great help, not only through the recruiting phase, but also her continued support during the contract. I would recommend her for her professionalism, knowledge and commitment to her clients to get the job done and endeavouring to resolve any issues that may arise. Georgie's cheerful personality is always welcomed."
David Edwards

Principal Consultant and Owner at E2 Systems Limited

See More

Testimonials

"The procedures in Central Government take time and to find good people to support specialist short term roles is not easy. Michelle and Matt were patient through my due diligence and moved at pace once the blocks had been removed. Certes and the NCS framework has worked very well and is by far the best tool we have for specialist short-term roles!"
Colin Masterman

SC Cleared Digital Program Manager

See More

Testimonials

"Jade was recommended to me by a colleague, I can see why! She is friendly, professional and made sure each process in my recruitment was fully explained and completed on time. I have no hesitation in recommending her."
Simon Diaz

Technical Lead

See More

Testimonials

"I have found Jade very professional and timely with my dealings with her. She has demonstrated a knack to deliver and has engaged with me positively throughout the project life cycle. I was fortunate to be involved with successfully delivering the Census 2021 and many thanks to Jade for placing me in that role. I would strongly recommend her."
Anthony Hanatiffe

Test Lead Census Field People Service at ONS

See More

Testimonials

"Scott proactively seeks out excellent candidates from his network and beyond and works with absolute integrity to ensure the right outcome for all parties. Scott's key strengths are strong, clear communication keeping everyone updated along with integrity and excellent networking skills."
André Simm

Chief Information Officer (CIO) at Voyage Care

See More

Testimonials

"Georgie is an absolute delight to work with. Friendly, helpful and caring as well as being extremely professional. She found the perfect job for me and has maintained regular contact throughout my contract. I am more than happy to recommend Georgie."
Alison Parker

SC Security Cleared PMO Specialist

See More

Testimonials

"Scott performs well on your behalf and exerts energy into everything he does. Communications are strong and regular with emphasis on important details, leaving you completely aware of the status of any situation. I would recommend Scott any time for taking care of all recruiting needs and delivering on his promises."
David Golding

Client Technical Delivery Manager at Travis Perkins

See More

Testimonials

"Holly connects on a personal level and treats you with respect keeping you informed at all times, which is rare these days in recruitment. It takes a lot of time and effort to connect with clients, but this never came across and Holly makes you feel important to her. Holly is helpful and communication is excellent. "
Gary Moor

Head of IT Program Delivery - Agile

See More

Testimonials

"Vanessa is someone I would highly recommend because she has a highly-professional manner, doesn't waste her time or yours in getting options to you, offers quality individuals that you can consider but crucially takes the time to LISTEN to what you are looking for. I have enjoyed working with Vanessa in the past and look forward to her help again in the near"
Gareth Pearce

Head of Solutions at Konica Minolta Business Solutions UK Ltd

See More

Testimonials

"Vanessa brings a true subject matter expertise, to all her client engagements, combined with a vast network of personal contacts, and deep understanding of her given industry sector. She always delivers on her promises and offers pragmatic reliable advice."
Jonathan Millbank

Marketing Leader & NED, Pharma, Healthcare, Private Equity

See More

Testimonials

"Of all of our suppliers, David was by far the most attentive and therefore successful. Every candidate he sent over was a good match and when interviewed they were all well prepared."
Dawn O’Hanlon

PMR Framework Manager at Jacobs

See More