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.
It’s the small issues that eat away at your team’s capacity: password resets, access tweaks, profile changes, and “just a quick question” tickets that never make a headline but never stop arriving either. Lauren Okruch explains why the compounded impact of these papercuts is a real business continuity risk, and how ITSM automation delivers more upside on this class of work than the flashier use cases.
AI is changing IT service management, from automation and predictive incidents to smarter knowledge management and better end-user experiences. Daniel Burley walks through where the technology fits in an ITSM setup today, what it does well, what it still gets wrong, and how to think about where to invest first if you’re at the early end of the adoption curve.
The FinOps Foundation has released its sixth annual State of FinOps survey, and ITSM is explicitly named as one of the key disciplines with which FinOps teams are now collaborating. If you work in ITSM and you haven’t been paying attention to FinOps, now’s the time to start.
Much changed in ITIL 4, and there’s a lot to get your head around. This article explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement. It also covers how the SVS evolves in ITIL (Version 5) and what practitioners should watch for.
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.
We’re running a second 2026 AI survey just four months after our previous one. It repeats a similar AI survey from early 2025. This time, however, there’s a far greater focus on where the ITSM community is with Agentic AI rather than AI per se.
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.
70% of MSPs say they’re using agentic AI. Only 10% are primarily using it where it counts. And according to new Omdia poll data, MSP’s customers are already further ahead. The report digs into the execution gap, the cost of hesitation, and why investors are increasingly factoring AI maturity into MSP valuations.
Sovereignty-first ITSM might be a new term in your service management vocabulary, but geopolitical risk is reshaping IT service management. Learn how it protects your organization’s data, helps ensure resilience, and preserves ITIL alignment.
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.
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.
If you still read ITSM blogs or articles, then you might be struggling to find places to look. To help, here’s a curated list of the 25 best ITSM blog sites in 2026, with a critical look at AI-generated content and SME-led insights.
The biggest ITSM risks for 2026 span four areas: people challenges, including exclusion and talent shortages, process maturity gaps in AI adoption, technology risks from unauthorized AI use and poor data quality, and value delivery failures from focusing on tools over outcomes.
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.