There’s a meaningful shift happening across ITIL (Version 5) advanced certifications - and it’s one worth paying attention to. Advanced courses now include open-book exams. It may feel like a shortcut at first. In reality, it’s a different kind of challenge. One centered on application, not recall. Why Open Book? A Shift Toward Real-World Application Open-book exams reflect a deeper evolution in how capability is assessed and how professionals are expected to apply what they learn. They focus on: Applying concepts in context Navigating and interpreting guidance quickly Making informed decisions using trusted sources This aligns directly with the direction of ITIL (Version 5): a move toward digital product and service management (DPSM), where success depends on how well you use knowledge, not just memorize it. In practice, this means learners need to be comfortable working with the official publications during the exam, just as they would on the job. What This ...

If you have visited ITSM Academy's All Things ITIL page recently, you may have noticed some big changes. We are not just adding more content. We are curating practical, easy-to-consume insights designed to help you make sense of ITIL (Version 5) quickly and confidently. As updates continue across the ITIL landscape, ITSM Academy’s focus is simple: stay at the forefront and make it easier for you to keep up without getting overwhelmed. This collection is designed for IT professionals, team leaders, and organizations looking to build a shared understanding of ITIL and align on training and implementation decisions. It is especially useful for individuals and teams exploring ITIL (Version 5), comparing certification paths, or preparing for upcoming training. Clarity first. Credentials second. Outcomes always. That mindset guides how we build and organize every resource we share. As of April 7, 2026, on our  All Things ITIL  page, you will find: Introductory...

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...