Articles tagged with ITIL

The ITSM Industry’s Repeating Failure Pattern

The ITSM Industry’s Repeating Failure Pattern

Sophie Danby April 21, 2026

For over 20 years, ITSM has repeated the same failures. Through the ABC cards, Paul Wilkinson has spent decades tracing how culture, leadership, and behavior consistently derail success, not tools or frameworks. AI is now the latest shiny thing being sold to organizations that haven’t fixed the underlying pattern. This article looks at why the industry still hasn’t learned, and what it would take.

Illustrated figure in a hat and jacket labelled ITSM Guide facing a server room representing the ITIL guiding principles

ITIL (Version 5) Guiding Principles: A Practical Guide for ITSM Leaders

Sophie Danby April 7, 2026

ITIL (Version 5) describes the guiding principles as “recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.” This article walks through what the principles are, how they’ve evolved from ITIL 4, and how ITSM leaders can put them to use today.

ITSM Benchmarking

ITSM Benchmarking – Your Chance to Get Involved

Stephen Mann March 31, 2026

How would you rate your organization’s ITSM or ITIL adoption? Not just in terms of process or practice adoption, but in serving the parent business. PeopleCert has built an ITIL Performance Benchmarking Model with defined ways to calculate the key metrics. This article covers how the model works and how ITSM teams can get involved.

Illustrated checklist with colorful crayons representing the key ITIL (Version 5) changes from ITIL 4

ITIL (Version 5) Changes Explained: 20 Important Changes from ITIL 4

Stephen Mann March 17, 2026

The release of the ITIL (Version 5) Foundation publication has brought new interest in what changed from ITIL 4. This article walks through 20 changes in ITIL (Version 5) compared to ITIL 4, including updates to the Value System, the new certification paths, AI governance, and how the framework now handles the practices practitioners already know.

Illustrated ITIL control tower rising above a digital landscape representing the ITIL (Version 5) framework

ITIL (Version 5) Explained: What’s New, What’s Changed, and Why It Matters

Roman Jouravlev March 2, 2026

ITIL (Version 5) is here, and the questions from practitioners have started. This article works through the most common ones: what has changed, what has stayed the same, and what the key differences from ITIL 4 are. Roman Jouravlev, editor of ITIL and creator of the Conversations with Giants series, walks through the practical implications for anyone already running ITIL 4.

2026 ITSM Trends: What the Community Actually Wants Help With

Sophie Danby February 24, 2026

Every year we ask the ITSM community what topics they want help with, and the 2026 results are in. This article covers what the community is asking for, how priorities have changed over six years, and what it all means. Spoiler: GenAI has fallen off a cliff and nobody wants to talk about people anymore.

ITIL Version 5 logo in neon blue and purple representing the ITIL v5 framework launch

ITIL (Version 5): What’s Known about ITIL Version 5

Stephen Mann February 15, 2026

An impartial early look at ITIL (Version 5): why it exists, what’s changed, the new certification paths, AI governance, and how practitioners have reacted so far. More detail will follow as PeopleCert releases the full publication, but this is the easy-to-read snapshot of what’s known now and what still needs pinning down.

Large illustrated number 5 in a park landscape representing ITIL Version 5 management practices

ITIL Version 5 Management Practices Explained: Complete List and Definitions

Stephen Mann February 11, 2026

This article shares all 34 of the ITIL Version 5 management practices with their glossary definitions. Five of them have moved between ITIL 4 and ITIL (Version 5), now sitting in the product and service management practices grouping. The article walks through what moved, what it means, and how the shift affects practitioners working across the framework.

How to Build a High-Value Process Library for ITSM

How to Build a High-Value Process Library for IT Service Management

David Keen February 3, 2026

For ITSM teams that want to transition from documenting processes to creating process maps that deliver value, are trusted, and last the course, the starting point is treating them as more than just process maps. However, a robust process library requires the right “inputs” before it can drive the right “outputs.” All is explained here.

The 34 ITIL 4 Management Practices

ITIL 4 Management Practices Explained: Full List and Purposes

Sophie Danby January 13, 2026

A lot changed in ITIL 4, and not just the move from ITSM processes to service management practices. The way the practices are described also shifted. This article shares all 34 of ITIL 4’s management practices with their purposes, along with the context practitioners need to see how they fit together in a live ITSM function.

ITIL 4 explained

ITIL 4 Explained: Framework, Practices, and Key Changes

Akshay Anand January 6, 2026

Akshay Anand, Lead Architect for the ITIL update, gives the lowdown on ITIL 4: the new service value system, the four dimensions, the updated guiding principles originally found in ITIL Practitioner, and the change from processes to practices. ITSM changed with ITIL 4, and it will continue to change. This article covers what practitioners still need to know.