Posted by Alex Harding on May 28, 2026 Most teams still bolt security on at the end, then act surprised when the audit goes badly. Alex Harding makes the case for Security Stories, negative “what if” scenarios written from the attacker’s viewpoint and dropped straight into the backlog, so security gets designed in rather than retrofitted. A practical look at how the technique maps onto ITIL (Version 5) and where it earns its keep in the design stage.
Posted by Sophie Danby on May 21, 2026 Somebody announces the death of service management every few years, and they’ve been doing it for 35. Barclay Rae has heard every version and thinks they all miss the same thing: the job at the heart of service management is human, not technological, which is exactly why no new wave of tech has managed to kill it. If anything, AI has made the case for it stronger.
Posted by Sophie Danby on May 14, 2026 Every few years, the IT industry settles on a new savior. Agile. Then DevOps. Now AI. The pattern, as Kaimar Karu sees it, is that organizations adopt each one without first knowing what they want from it, and then act surprised when the results don’t live up to the hype. In this episode of Roman Jouravlev’s Conversations with Giants series, Kaimar covers the iron curtain still sitting between ITIL and DevOps, why the ITIL guiding principles are a net rather than a recipe, why AI should never be the goal in itself, and the skills technology won’t easily replace.
Posted by Sophie Danby on May 6, 2026 Value is what the customer decides it is, not what the IT department or a framework says. It’s the test Stuart Rance has applied across a thirty-year career: would anyone on the receiving end say your work created value for them? In episode three of Conversations with Giants he explains why he hates tool replacement projects, why the guiding principles were ITIL Practitioner’s most important contribution, and why using agentic AI to cut headcount is the wrong use of the technology.
Posted by Askar Aituov on April 28, 2026 When Askar joined as a Developer Experience (DevRel) consultant at one of Kazakhstan’s largest banks with 700+ engineers, he expected the usual challenges: stakeholder alignment, change resistance, legacy tooling. What he didn’t expect was to watch a mature ITIL 4 implementation quietly fail to deliver what it promised.
Posted by Sophie Danby on April 21, 2026 For over 20 years, ITSM has repeated the same failures. Through ABC cards, Paul Wilkinson reveals how culture, leadership, and behavior – not tools or frameworks – consistently derail success. As AI becomes the latest “shiny new thing,” the question remains: why hasn’t the industry learned?
Posted by Sophie Danby on April 7, 2026 ITIL (Version 5) describes the ITIL 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 explains more.
Posted by Stephen Mann on March 31, 2026 How would you rate your organization’s ITSM or ITIL-adoption success? Not just in terms of process or practice adoption, but in serving your parent business. To help, PeopleCert has created an ITIL Performance Benchmarking Model. Helped by defined ways for calculating key metrics.
Posted by Stephen Mann on March 17, 2026 The release of the ITIL (Version 5) Foundation publication brings with it interest in what has changed from ITIL 4. This article shares 20 changes in ITIL (Version 5) compared to ITIL 4, including updates to the Value System, certifications, and AI governance.
Posted by Sophie Danby on March 2, 2026 Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly 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.
Posted by Roman Jouravlev on March 2, 2026 ITIL (Version 5) is here, and many questions are being asked. This article answers some of the most frequently asked questions. Including why ITIL changed and what the key differences from ITIL 4 are.
Posted by Sophie Danby on February 24, 2026 Each year we ask the ITSM community what topics they want help with. Here are the 2026 results, 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.
Posted by Stephen Mann on February 11, 2026 This article shares all 34 of the ITIL Version 5 management practices and their ITIL glossary definitions. Five management practices have also changed their “location” between ITIL 4 and ITIL (Version 5) to now sit in the product and service management practices grouping.
Posted by Sophie Danby on January 13, 2026 A lot changed in ITIL 4. Not only the move from ITSM processes to service management practices, but also the latter are described. This article shares all of ITIL 4’s 34 management practices and their purposes.
Posted by Akshay Anand on January 6, 2026 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 continue to change.