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21 Lessons from 21 Years: Insights for ITSM Professionals

For 21 years, ITSM Academy has been at the forefront of IT Service Management education, equipping professionals to navigate the complexities of ITIL, DevOps, and more. Along this journey, we’ve gathered invaluable insights from our learners, instructors, and partners—lessons that transcend the classroom and resonate throughout the ITSM profession.

As we celebrate our 21st anniversary, we’re excited to share 21 key lessons we’ve learned. 

Whether you’re new to ITSM or a seasoned professional, these insights hopefully inspire your journey.


1. ITSM Is About People First

Processes and tools matter, but people drive success. Focusing on collaboration, communication, and culture is essential for any ITSM initiative.

2. Continuous Improvement Is Non-Negotiable

The IT landscape evolves rapidly, and staying stagnant is not an option. Always seek opportunities to improve services, processes, and skills.

3. Start with the "Why"

Successful ITSM projects begin with a clear understanding of the purpose and the value they aim to deliver to the organization.

4. Align ITSM with Business Goals

ITSM isn't just about IT—it's about driving organizational success. Connect ITSM metrics and efforts directly to business objectives for maximum impact.

5. Certifications Open Doors, but Skills Drive Results

Certifications validate knowledge, but applying that knowledge in practical, real-world scenarios is what truly creates value.

6. Standardization and Flexibility Go Hand-in-Hand

Frameworks like ITIL provide a foundation, but adapting them to your organization’s unique needs is where the magic happens.

7. Knowledge Management Is Key

Investing in robust knowledge management practices saves time, reduces frustration, and improves service quality for both IT teams and end-users.

8. Metrics Tell Stories, so Choose Wisely

Don’t measure everything—measure what matters. Focus on metrics that demonstrate value to stakeholders and drive decision-making.

9. Service Design Can’t Be Overlooked

Great services begin with great design. Involve stakeholders early, and ensure services are built to meet real user needs.

10. Collaboration Beats Silos Every Time

Breaking down silos between teams fosters better communication, reduces friction, and ensures a smoother ITSM operation.

11. Change Management Is About Trust

Implementing change successfully requires transparency, communication, and building trust across the organization.

12. Leadership Drives ITSM Success

Strong leadership at all levels ensures alignment, prioritization, and the removal of roadblocks in ITSM initiatives.

13. Automate to Alleviate Toil, Not Replace People

Automation is a tool to enhance efficiency and reduce repetitive tasks, enabling teams to focus on higher-value work—not a substitute for human expertise.

14. Experience Is Everything

ITSM isn’t just about resolving issues—it’s about creating positive experiences for customers, end-users, and stakeholders.

15. Learning Never Stops

The ITSM profession demands constant learning. Stay curious, enroll in training, attend webinars, and engage with the ITSM community to keep growing.

16. ITIL Practices Are a Toolbox, Not a Checklist

ITIL provides guidance, not strict rules. Use its practices selectively and tailor them to fit your organization’s context.

17. Success Comes from Engagement, Not Just Execution

Engage stakeholders and teams early and often. Their buy-in is crucial to the success of any ITSM effort.

18. Fail Fast, Learn Faster

Mistakes happen, but they’re also opportunities. Analyze failures, learn from them, and adapt quickly.

19. Celebrate Small Wins ðŸŽ‰

Acknowledging progress—no matter how small—builds momentum, morale, and confidence for tackling bigger challenges.

20. ITSM and Innovation Are Interconnected

Strong ITSM foundations enable organizations to innovate faster and more effectively, supporting growth and transformation.

21. ITSM Is a Journey, Not a Destination

There’s no “finish line” in ITSM. It’s an ongoing process of adapting, improving, and evolving with the needs of the business.


A Thank You to Our ITSM Community

These lessons are a reflection of the incredible professionals we’ve had the privilege to work with over the past 21 years. To our learners, instructors, partners, and alumni: thank you for inspiring us, challenging us, and growing with us.

As we move forward, we remain committed to empowering ITSM professionals with the tools, skills, and insights they need to succeed. Here’s to 21 years of learning—and many more to come.

Stay curious, stay inspired, and #JustKeepLearning!



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