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...