What We’ve Seen Go Wrong (After the Class Ends) After two decades of delivering ITSM training, we’ve had a front-row seat to what happens after the exam is over. And here’s the truth that many providers don’t talk about: passing the exam is not the hard part. What goes wrong usually happens when learners return to work, and good intentions collide with real organizations, real constraints, and real habits. Here are the most common patterns we’ve seen. 1. The credential becomes the finish line Too often, certification is treated as the outcome instead of a milestone. Learners celebrate (as they should), but there’s no next step defined for application. No time carved out to try something new. No expectation that behavior will change. Without intent, learning quietly fades back into routine. 2. “We took the class.” replaces “We changed how we work.” Organizations sometimes check the training box without addressing the environm...

What Actually Sticks After Class (And Why) After two decades of delivering ITSM training, we’ve had a front-row seat to what happens after the exam is over. What makes training stick isn’t memorizing a definition perfectly; it’s understanding the thinking behind it. It sticks because something shifted . Over the years, we’ve noticed a consistent pattern in what learners carry forward long after class ends. 1. Mental models, not mechanics The most durable takeaway isn’t a process diagram; it’s a new way of seeing. When learners grasp why practices exist and how value is co-created, they begin making better decisions, even in situations not covered in class. That mindset travels with them. 2. Shared language When teams learn together - or at least align around the same concepts - conversations change. Suddenly, people can say: “What outcome are we optimizing for?” “Who actually experiences this?” “Is this adding value, or just acti...

I got asked the question, "How do you see the job market valuing ITIL certifications today - particularly Foundation vs higher-level?" That got me thinking, and I had many thoughts, so I wanted to get them all down "on paper".  When we talk about ITIL certifications today, the first thing we have to acknowledge is that the job market has changed. Twenty years ago, only cutting-edge teams were adding ITIL certifications to their job requirements, as they understood it was a competitive differentiator.  Ten years ago, ITIL Foundation was often a checkbox. It signaled that someone understood incident, change, problem - the basics. It was credibility currency. Today, Foundation still matters - but it plays a different role. Foundation demonstrates literacy. It tells an employer: You understand value. You understand service relationships. You understand structured operating models. You speak the language. In a market f...

The next evolution of ITIL is officially here. The ITIL (Version 5) Foundation exam goes live on February 12, 2026, marking a significant milestone in the progression of modern service management and digital product and service management (DPSM). For professionals and organizations asking, “What does this mean for us?”  The answer is both practical and strategic. What ITIL (Version 5) Represents  ITIL (Version 5) is not a reset. It is an evolution. It builds on the strengths of ITIL 4 while expanding guidance to reflect the realities of modern digital organizations: Unified digital product and service lifecycle management AI-ready governance and digital-first operating principles Stronger integration between strategy, delivery, and measurable outcomes Experience-centered service management Clearer, role-aligned guidance for practitioners and leaders In short, ITIL (Version 5) aligns the framework with how organizations actually operate today. T...

ITIL evolves. Your expertise remains valuable. A confident step forward for the ITIL community The new ITIL builds on everything professionals already value in ITIL, evolving the framework to reflect today’s digital, product-centric, and AI-enabled reality. Existing knowledge, experience, and certifications remain fully relevant as part of this evolution. If you are already certified or familiar with ITIL, this is not a reset. It is a natural next step that allows you to move forward with confidence, when and how it makes sense for you. The key innovations in New ITIL The new ITIL evolves to match today’s AI-driven, fast-changing environment. It provides practical, role-relevant guidance in digital product and service management that helps professionals and organizations deliver measurable value with consistency. Modern, integrated, and comprehensive ITIL (Version 5) provides guidance that works across the entire organization, from leadership and strategy to day-t...

Twenty-two years ago, ITSM Academy opened its doors with a simple goal; deliver high-quality, practical IT service management education that actually works in the real world.  What started in 2004 as a single training center in Fort Lauderdale, Florida, has grown into a globally recognized, female-owned small business trusted by professionals across enterprise, government, healthcare, and higher education. As we celebrate 22 years, this milestone isn’t just about longevity; it’s about evolution, relevance, and community. A Journey of Firsts, Growth, and Continuous Learning When we started training, there were only two ITIL v2 classes available: Foundation and Service Manager. Through every version of ITIL, we have developed - or “Academized” - the entire ITIL course portfolio, while also expanding well beyond it with many additional titles, including a full DevOps catalog and my personal favorite course, Certified Process Design Engineer (CPDE). #D...