ITIL Articles

ITIL 4 explained

ITIL 4 Explained: Framework, Practices, and Key Changes

Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices. ITSM changed with ITIL 4 and will conntinue to change.
What is ITIL?

What Is ITIL? Complete Definition, Benefits, & Evolution (2026 Guide)

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.
ITSM explained - what is ITSM?

What is ITSM? Definition, Benefits, and Best Practices (2026 Guide)

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.
Service Model Development Using ITIL 4

Service Model Development Using ITIL 4 for Effective Service Delivery

If you’re a large organization, or an IT service provider offering services to large enterprises, then reviewing your standard service model on a regular basis is imperative. Ensuring that it stays aligned with your business and IT strategy. This article explains why and how to create one if you haven’t already got one in place.
Kotter Change Management

Kotter Change Management: How to Apply the 8 Steps Successfully

Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.
Change Enablement

Change Enablement in ITIL 4: Definition, Practice & Best Approaches

Change enablement in ITIL 4 is the management practice of ensuring that changes to IT services and the IT infrastructure are implemented in a way that minimizes risk and disruption while maximizing value. This article calls out some of the key changes in the move from ITIL v3’s change management to ITIL 4’s change enablement.
Define, Measure, and Report IT Service Availability

How to Define, Measure, and Report IT Service Availability That Truly Reflects Customer Value

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…
ITIL 4 Service Value Chain

ITIL 4 Service Value Chain: Model, Activities, and Examples

Here Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider the impact of what it depicts against the way you deliver value with technology-based solutions at your organization today.
2026 ITSM Content

2026 ITSM Content: What IT Service Management Topics Do You Need Most?

What will you need help with next year? Take our quick 2026 ITSM Topics poll to help shape the articles, guides, and practical content ITSM.tools posts. This aggregated insight also gives us an indication of the hottest trends in ITSM right now.
itSMF UK 2025

itSMF UK 2025: People Over Process, Finally

Want to know what happened at this year’s itSMF UK conference and what some of the key ITSM nuggets and takeaways were? This personal reflection by Sophie Danby, on the itSMF UK 2025 conference, shares the standout sessions (attended), the themes that shaped the event, and what could improved.
AI in ITSM Tools

AI in ITSM Tools: What’s Being Added and What’s Next (2025 Insights)

In Q3 2025, PeopleCert collaborated with Accredited Tool Vendors (ATVs) and ITSM.tools on research to better understand where AI capabilities have been added to ITSM tools and what the future of AI in ITSM tools holds.
ITIL Capacity and Performance Management

ITIL Capacity and Performance Management: A Complete Guide for Reliable IT Services

Some ITSM practices are widely adopted and closely managed (often using ITIL best practices). However, others, like ITIL capacity and performance management practice, might receive far less attention (and love). But this doesn’t mean they aren’t essential. This article explains more.
ITIL 4 Continual Improvement

ITIL 4 Continual Improvement: How to Drive Ongoing Value and Better IT Services

ITSM isn’t just about “keeping the lights on”; it’s also about delivering better services, experiences, and business outcomes over time. This is where the ITIL 4 continual improvement practice plays a critical role.
ITIL 4 Project Management

ITIL 4 Project Management – A Quick Overview

The ITIL 4 Project Management Practice Guide is packed with practical, proven guidance that reflects the guidance of another globally adopted PeopleCert “property” – PRINCE2, the internationally respected project management framework.
Service Design in ITIL 4

ITIL 4 Service Design Explained: From Planning to Delivery

This article shares what ITIL 4’s Service Design management practice is, its importance to ITSM, its key elements, its other ITIL 4 management practice dependencies, and the Service Design processes your organization can use to improve its IT service delivery.