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IT teams are under pressure to deliver faster, innovate with AI, and demonstrate measurable business value—yet many are working with frameworks built for a different era. ITIL®️ 5 changes that.

Explore how IT decision-makers’ training views have changed since we first released our annual IT Skills and Salary Report 12 years ago. Once viewed as an expense, IT leadership now sees professional development as an investment. Even with shrinking budgets and a recent rise in skills gaps, the value of training is currently at an all-time high.

Agile projects involve the customer regularly, not just at the beginning (for requirements) and the end (for acceptance). This customer involvement mitigates one of the most consistent problems on software projects: What they will accept at the end of the project differs from what they told us at the beginning.

Look at the FAQ on why ITIL 4 is critical to service management in the digital age. ITIL 4 is the new way of digital revolution with updated technologies.

Too often metrics just tell us about the past without giving much insight into the future. This can be overcome by using a balance of leading metrics.