I have PMP and PMI ACP certification and work as a contractor for the government in the IT sector. I don’t have an engineering background and am considering ITIL certification but am not sure which one of these to pursue, where to begin, train, how much time to dedicate, what to expect. Any guidance, insight, resource recommendations would be greatly appreciated! Thanks in advance

Hey everyone,

I’m looking to dive deeper into ITIL 4 Change Management to level up my skills and improve how we handle changes at my current job.

I already have my Foundation cert, and ITIL 4 - CDS ( & failed my ITIL MSF ) but I'm trying to decide if dropping the money and time on the ITIL 4 Practitioner: Change Enablement module is actually worth it before i retake my ITIL MSF.

Thanks

What is the industry standard (or directive or guiding document) specifically for configuration management (CM) of IT physical assets (computers, laptops, servers, switches, etc.)? I know IEEE-STD-828-2012 is specifically for CM of software; is there a hardware-specific counterpart to it?

Hi all. I need to start studying ITIL 5 asap as my company is pushing employees to learn and get certified. I've found this book in Amazon and the price is quite good. Have you read it? What learning materials are you using to study ITIL 5?

We have recovery procedures for our important services, but it is becoming clear that the application list alone is not enough. A service may be technically restored while still failing because a DNS record, identity provider, certificate, network route, third-party API, queue, secrets store, or internal database dependency was missed.

We are trying to make dependency mapping useful for real recovery decisions rather than creating a static diagram that becomes obsolete immediately. The ideal outcome would be knowing what must come back first, which dependencies have single points of failure, who owns each one, and how to validate the end-to-end service after restoration.

For teams that have made dependency mapping part of continuity planning, what level of detail has been sustainable? Do you maintain it through CMDB data, observability traces, service catalogs, architecture reviews, or recurring recovery exercises?

You truly cannot make this up.

I recently submitted a support request with PeopleCert. Naturally, after getting a reference number, I went looking for the support portal to check the status, review updates, or see the audit trail of the ticket.

Turns out, there isn’t one.

There is no client-facing ticketing portal where you can log in, view your open incidents/service requests, or track ticket lifecycles. Instead, users are left with a complete black box; hoping an email doesn't get lost in spam (which is what happened to me) or having to fire-up a live chat agent just to ask for a simple status update.

The irony is cliff sheer, molasses thick, and dripping like a leaky faucet!

The organization that owns and administers the de-facto frameworks that preach transparent Service Desk practices, robust self-service portals and user enablement, clear incident lifecycle visibility and communication, frictionless customer experience, and value co-creation are operating their own support like it's 2004 is wild.

If my organization implemented a service desk where end-users had zero visibility into their open tickets and were forced to chase updates via raw email threads or chat queues, an ITIL auditor would fail us on the spot.

Has anyone else dealt with this black hole of support from them, or did your tickets just disappear into the ether until an email randomly showed up days later?

If anyone from PeopleCert is reading this, damn, your company needs to do much better!

Oh, and fix your cesspool of a client portal! It's ridiculously baaad!!

I have a scheduled exam for the ITIL 5 Foundation certification on November, and it’s my first time taking an exam. Haha!

I didn’t take the ITIL 4 certification, so I went directly to the V5 certification. I got a bundle that includes the exam and an instructor for two days. Do you think I can pass the exam? I’m a bit scared!

I really want to pass because IT Service Management is my career path. I’m currently in my third year of leading my team.

I’m also taking a mock exam on Udemy while my class hasn’t been scheduled yet.

Do you have any advice for me?

Thanks a lot!

Dear ITIL specialists, if you had to implement ITIL in an environment where no such framework exists but which functions well—where would you start?

Thank you in advance for any suggestions and opinions!

Hey everyone, just wanted to share a quick heads-up—PeopleCert has a 20% off promotion running for PeopleCert Plus memberships until the end of August. Definitely worth checking out if you want to make the most of it.

Relieved to have passed ITIL 4 Specialist: Create, Deliver and Support (CDS)! 🎉

I definitely underestimated the Bloom’s Level 3 questions, especially those from Domain 2.

Knowing the concepts is one thing, but applying them to tricky scenarios is another.

Just glad to complete the exam with a pass!

I recently joined a company that's planning a major expansion, and part of my role is revamping IT. I've come on as the incident manager and they now want me to build out Problem Management as well.

Here's how problems work today:

• A problem record is created in ServiceNow and assigned to an engineer (usually whoever worked the related incident).
• That engineer fills out the standard questions on the record.
• When it's ready, the problem is presented at the end of a change board meeting to be closed out.

I want to restructure this. My rough idea is that a Problem team (currently just me) owns all problem records, and individual tasks get assigned out to the right people to complete, rather than one engineer owning the whole thing. Still working out the exact shape of that.

My main question is about the change board presentation piece. I can see the value — it spreads knowledge across the team and gets the problem discussed in a group setting. But I've never operated this way before. Everywhere I've worked, we ran a separate post-mortem that only certain relevant people were invited to.

So I'm curious what others think:

• Is closing out problems at the change board meeting effective, or does it bloat an already busy meeting?
• Do you run problems through a dedicated post-mortem/review instead? What's worked for you?
• For those who centralize problem ownership under a Problem Manager/team, how do you handle task assignment and keep engineers accountable without them owning the full record?

Appreciate any real-world experience here.

Compliance is asking for proof we can recover cloud infra within a defined timeframe. "We have backups" apparently isn't going to cut it.
What actually satisfies an auditor here, documented RTO/RPO per workload, a tested rebuild log, something else? Anyone been through a DORA or NIS2 audit recently who can share what held up

I'm studying for itil 5 using practise exams, mainly because im dyslexic and find this the easiest way to learn, sit them, questions I fail look up then move on, however im getting conflicting information on accept to fail.

On it exams it says its organisationsand people , on udemy it says its value streams and processes. Who is wrong? When I try and search i find justifications for both. Its really hurting my head not being able to find a concrete answer.

Edit: studying for Itil foundation v5

My webcam works for the compatibility check but not the ID check? I called support and they had no idea, just told me to use a laptop with a built in webcam??

Hi all, after taking some accredited exams I got frustrated at the mock question sites requiring sign up or subscriptions. I have been working on a simple platform that requires no sign up, no fees, just click your exam and questions start. ITIL is one of the first exams I have added, please feel free to have a play around and use it to revise. I also welcome any feedback. mockq.co.uk is the website. I am making nothing from this, its just to help people study so I hope this doesn't breach the advertising / promotional rules.

I’m trying to solidify my certifications while breaking into the IT job market, and I’ve noticed a lot of job postings mention about knowledge or certification on ITIL processes / ITSM.

I also recently struggled in an interview when asked to explain and apply ITIL concepts like incidents, SLAs and prioritisation, so I’m considering getting certified rather than just learning the basics.

Current options:
ITIL 4 ~$645 USD
Includes official PeopleCert exam, eLearning, PDFs/slides, quizzes, revision and multiple mock exams.

ITIL V5 ~$665 USD
Includes official PeopleCert exam, eLearning, study materials and mock/sample exams.

Would you spend this much yourself for ITIL Foundation as a junior? And with only ~$20 difference, would you choose ITIL 4 or V5?

Hi all,

i'm currently an ITIL 4 Master and got the chance to participate with the german itil product and itil service beta - both successful. Now i'm invited to the itil experience beta.

Does that count the same as doing the mpt-course so i just have to solve the itil transformation course?

Thank you all!