What does the IT in ITIL® stand for? The historical answer is “information technology.” ITIL originated as the Information Technology Infrastructure Library, although today ITIL is used as the framework’s name rather than spelled out. But that simple answer raises a more interesting question: What do we actually mean when we say “IT”? When I first explored this question in 2012, the concern was that people used the same term to mean different things. That concern still matters. Cloud services, digital products, automation and artificial intelligence have made the boundaries even less obvious. ITIL (Version 5) brings a broader perspective through digital product and service management. It also gives us a good reason to revisit an old question: When someone says, “That belongs to IT,” does everyone understand the same thing? One Term, Several Meanings The following are practical ways people use the term IT in everyday conversations. They are overlapping perspectives, rather tha...

Build the knowledge, credentials, and confidence to move from Foundation to ITIL Master. With ITIL (Version 5), professionals can now develop deeper capabilities across digital products, services, experience, transformation, strategy, AI governance, and the operational practices that support reliable service delivery. And ITSM Academy is ready with the full portfolio. Whether you are beginning with Foundation, updating an existing ITIL certification, building toward a Managing Professional or Strategic Leader designation, or planning your complete journey to ITIL Master, we can support you in every step of your journey. ITIL (Version 5) Foundation Foundation introduces the essential concepts, language, principles, and models used throughout ITIL (Version 5), with an increased emphasis on digital product and service management (DPSM). Upcoming Virtual Instructor-Led classes open for enrollment: 📅 September 15-18, 2026 📅 December 1-4, 2026 ITIL Managing Profess...

Where do I start with ITIL (Version 5)? Does my ITIL 4 certification still count? Which class will help me the most? Which course leads to the designation I want? These are practical questions, and the answers depend on where you are today and what you want to do next. That is why we keep expanding ITSM Academy’s All Things ITIL  resources - to help professionals and training planners find clear information and make confident decisions. The collection brings together ITIL (Version 5) guidance, certification FAQs, course information, and focused breakdowns of topics such as the Managing Professional, Strategic Leader, and Master pathways.  New: Explore the Qualification Scheme for Yourself Our latest addition is our unique, interactive ITIL (Version 5) Qualification Scheme . A qualification diagram shows how the pieces connect. Our tool lets you go much further. Select a course or designation to see what it covers, where it sits in the scheme, its prerequisites,...

When PeopleCert first announced the ITIL (Version 5) Managing Professional Transition (MPT) course, we did what we have done since 2004: scheduled an early beta class for North America. At that point, the course was still taking shape. Based on the previous ITIL v3 and ITIL 4 capstone transition courses - each of which concluded with one exam - we initially planned MPT as one consolidated class leading to one exam. As we approached our launch date and additional details were released, PeopleCert established that MPT would include two distinct areas of study and two certification exams: Product, Service and Experience (PSE): 120 minutes, 40 case-based questions Transformation: 90 minutes, 40 case-based questions Both exams are open book , with a passing score of 70%. Depending on learners' prior certifications, those who pass both earn either their ITIL (Version 5) Managing Professional or ITIL (Version 5) Master designation. As of August 2026, prerequisite ...

If you already hold an ITIL 4 certification, you can now take a shorter route to ITIL (Version 5) Foundation. The exam may be streamlined. Your learning experience shouldn’t be. ITIL (Version 5) builds on concepts ITIL 4 professionals already know while expanding the framework for today’s digital product and service environment. That creates an interesting question for certified ITIL 4 learners: What does it really take to make the move from ITIL 4 to ITIL (Version 5)? A Foundation Bridge course can provide an abbreviated transition. It focuses on what has changed and gives eligible ITIL 4 certificate holders a shorter path to the new certification. For some learners, that may sound like all they need. At ITSM Academy, we see the opportunity differently. If you are going to update your certification, why not also give yourself the time, context, and instructor guidance to understand the new framework in depth? Go Beyond the Bridge For a limited time, learners with a valid ITIL 4 certif...

Back in May, I wrote about the arrival of the new ITIL (Version 5) Advanced Certifications and what they mean for service management professionals looking to stay ahead of the curve.   Read  What Open Book Exams Really Mean for Learners . At the time, one of the biggest questions we received was: "When will the official books be available?" The wait is over. ITSM Academy now has the official ITIL (Version 5) hardcopy publications available for purchase and immediate shipment. Why These Books Matter The transition from ITIL 4 to ITIL (Version 5) is more than a simple update. While many of the foundational concepts remain intact, the framework expands significantly to address how modern organizations create value through products, services, experiences, strategy, and transformation. These publications provide the detailed guidance behind the certifications and offer valuable reference material for practitioners, leaders, consultants, trainers, and organization...

"We’re Not Ready for ITIL (Version 5). We’re Too Immature." It is a common reaction. When organizations hear about ITIL (Version 5), especially in the context of digital product and service management, AI governance, experience, and transformation, they may assume it is intended only for those with a mature ITSM program already in place. They think: We are still trying to get incident management under control. Our request process is inconsistent. We have too many silos. We are not ready for something more advanced. But that conclusion misses the point. You do not need to be mature to benefit from ITIL (Version 5). In many ways, less mature organizations may have the most to gain. ITIL Is Not a Reward for Maturity ITIL has never been something organizations earn the right to use once they have everything figured out. It is guidance that helps organizations improve how they create, deliver, and support value. That matters at every stage of maturity. For o...

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...

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...