The 2026 Guide to ITSM Certifications: ITIL 4, AIOps, and Career ROI

Whether you're just starting in IT support, eyeing a management role, or trying to make sense of your organization's service management approach, you've likely encountered the question: Which ITSM certifications actually matter? And more specifically: what's the best ITSM certification path for your career goals?

The answer depends on 3 factors:

1. Where you are in your career
2. What your organization values
3. How you plan to apply what you learn

If you've lived in this space for more than a minute, you know that ITIL remains the dominant framework, with 72% of all organizations practicing ITIL in some form. Fortunately for those in the ITSM space, these credentials carry weight as well, with certified professionals earning an average of nearly $97K annually in the U.S.

This guide breaks down the major certification frameworks, costs, ROI, and emerging trends to help you make an informed decision about your professional development path.

What are ITSM certifications?

ITSM certifications are formal credentials validating knowledge of IT service management (ITSM) frameworks, processes, and best practices. Typically earned through structured ITSM training or an ITSM course, these certifications demonstrate competency in essential service management practices.

Core subjects typically covered include:

• IT process planning and design
• Service delivery best practices
• Problem management and resolution
• Asset management
• Knowledge management

So, are ITSM certifications worth it?

While being "ITSM certified" often earns you a "certified badge," often in the form of a digital credential, the real benefits extend beyond the virtual hardware.

An ITSM certification opens doors to roles like IT Service Manager, Incident Manager, and Service Delivery Manager — often a prerequisite for landing a job in these fields. Many job listings require or prefer ITIL-certified candidates and can help get you past the initial HR screening.

Certifications provide a common language, a shared vocabulary across teams and organizations. This terminology demonstrates competence to employers and helps ensure you're speaking the same language, whether you're talking to a service desk analyst in London or a cloud engineer in Singapore.

Certifications can also create organizational value: A 2017 Global Knowledge survey found 47% of certified professionals reported improved organizational efficiency, 55% reported improved effectiveness.

Finally, ITIL certifications are valued worldwide, making them portable across regions and industries.

For those exploring ITSM certifications for beginners, the barrier to entry is manageable — ITIL Foundation, for example, requires no prerequisites and provides a solid grounding in the relationship between ITIL and ITSM principles.

A certification without practical application won't advance your career. That's why understanding what these frameworks actually teach — and where they came from — matters as much as passing the exam.

The (brief) evolution of ITSM frameworks, specifically ITIL

While several frameworks exist (COBIT for governance and control and ISO/IEC 20000, the international standard for service management), ITIL ITSM remains the dominant pairing. We'll discuss the others shortly, but first ...

As we previously shared, ITIL (Information Technology Infrastructure Library) is a comprehensive framework for IT Service Management (ITSM) that provides best practices for:

• Structuring IT departments and processes
• Managing the entire IT service lifecycle
• Continuously improving service delivery

ITIL helps organizations design and improve their service management processes to ensure IT is appropriately aligned with business objectives.

ITIL originated in the 1980s as a UK government initiative to standardize IT service delivery. Over the decades, it evolved through multiple versions — each expanding in scope and adapting to how organizations actually use technology.

The current version, ITIL 4, was launched in 2019 and represents a significant shift in approach. Rather than prescribing rigid processes, ITIL 4 explicitly incorporates Lean, Agile, and DevOps principles. It's designed to complement these methodologies, not compete with them — a distinction that matters if you're working in an environment that already uses Agile or DevOps practices.

As of 2022, ITIL 4 officially replaced the retired ITIL V3 series. If you hold a V3 certification, it's still valid, but organizations increasingly expect ITIL 4 knowledge when hiring. PeopleCert now manages all ITIL certifications and continues to update the framework's practice guides to reflect how modern IT teams operate.

The top ITSM certification frameworks

As mentioned above, the ITSM certification landscape extends beyond just ITIL. Training providers like ITSM Academy now offer courses spanning DevOps, Site Reliability Engineering (SRE), Value Stream Mapping (VSM), and Employee Experience (XLA), reflecting how modern IT service management intersects with multiple disciplines.

However, ITIL remains the foundation most professionals start with.

ITIL 4 certification path

ITIL is the most widely adopted — and critically — vendor-neutral ITSM framework globally. The modular approach allows candidates to focus on specific areas of interest.

ITIL 4 Foundation: This entry-level ITIL ITSM certification — often called the ITSM foundation certification — introduces ITIL 4's end-to-end operating model. It covers ITIL guiding principles, the 4 dimensions of service management, Service Value System, and integration with Lean/Agile/DevOps concepts. The ITSM certification exam consists of 40 multiple-choice questions, lasts 60 minutes, and requires a 65% to pass.

Best for: IT professionals new to ITSM, anyone wanting a foundational understanding, or those whose organizations recently adopted ITIL

ITIL 4 Managing Professional (MP): This certification is for IT practitioners working in technology and digital teams. It's known to be quite practical with an operational focus on running IT projects, teams, and workflows. It's broken into 4 modules, each 40 questions long, and lasting 90 minutes. The passing score is 70%.

Best for: ITSM managers, service owners, and technical leads responsible for day-to-day operations.

ITIL 4 Strategic Leader (SL): This certification is for those interested in understanding how IT influences and directs business strategy. There are 2 modules focused on digital transformation and strategic IT leadership.

Best for: IT directors, CIOs, and senior leaders responsible for aligning IT strategy with business objectives.

ITIL Master: This certification is the highest level and requires a case study submission demonstrating real-world ITIL application. There is no formal exam; validation is through a work-based assessment.

Best for: Seasoned ITSM professionals with 5+ years in leadership or advisory roles who want to demonstrate mastery through documented real-world results.

ISO/IEC 20000 Certification

This is the international standard for IT service management systems. The focus differs from ITIL in that it's more of an organizational/system certification rather than an individual credential.

While ISO/IEC 20000 is primarily an organizational certification, individuals can earn credentials that demonstrate expertise in implementing and auditing the standard.

Completion demonstrates alignment with global ITSM standards and is most valuable for compliance-focused roles and organizations seeking formal certification.

The 3 paths are:

(1) Foundation — covers SMS requirements
(2) Practitioner — focuses on implementation
(3) Auditor — for those conducting certification audits

COBIT 2019

This certification focuses on IT governance and enterprise IT management, complementing ITIL (COBIT for governance; ITIL for operations). It presents as a strong fit for compliance, audit, and risk management roles.

The 2 paths are:

(1) Foundation — framework basics and core principles
(2) Design and Implementation (D&I) — Practical application and implementation

HDI Certifications

These certifications are best suited for support center and service desk professionals, with a strong emphasis on customer service, problem-solving, and communication. HDI is a practical, role-based certification.

The 3 paths are:

1. HDI Support Center Analyst — Validates knowledge of support strategies, contact handling, and incident management, and is best for IT support professionals looking to improve customer service skills

2. HDI Desktop Advanced Support Technician — Focuses on the integral role of desktop support across the organization, and is best for those interested in strengthening their business relationship management and stakeholder communication.

3. HDI Support Center Team Lead & Manager — This is for professionals who are looking for a progressive path from frontline to management. It emphasizes leadership, performance metrics, and service center operations.

CompTIA Certifications (Complementary)

While not strictly ITSM certifications, these are widely regarded in the industry as "valuable complements." Specific CompTIA certifications include:

• CompTIA A+: Entry point for IT careers; validates support of core technologies
• CompTIA Network+: For infrastructure and network-focused roles
• CompTIA Security+: Essential for cybersecurity-adjacent ITSM work

As IT service management evolves, several newer credentials are gaining traction:

• VeriSM Foundation: Alternative entry-level option emphasizing digital workflow integration
• AIOps certifications: Emerging area as AI integration accelerates
• SRE (Site Reliability Engineering): Bridge between development and operations
• XLA (Experience Level Agreements): Focus on employee and customer experience metrics

Choosing the proper ITSM certification

The right certification depends on where you are, where you're headed, and what your organization values. There's no single answer to "what are the best ITSM certifications," as it depends on your ITSM certification path and career trajectory.

Here's a simple, 5-step framework:

1. Identify your current role and target role: Support analyst? Service manager? IT director?
2. Research employer requirements: What do job listings in your target role actually require?
3. Evaluate your organization's framework adoption: If they use ITIL, start there
4. Consider complementary certifications: ITIL + vendor certification is often more valuable than one alone
5. Assess realistic time and budget: Foundation can be done in weeks; advanced paths take months

Beware of these common missteps:

❌ Chasing certifications your industry doesn't value. Be sure to research job postings first.
❌ Skipping the foundational certifications and jumping to advanced levels. The baseline knowledge matters.
❌ Assuming a single certification is sufficient forever. Frameworks evolve, and so should your credentials.

One more thing: Ask yourself, "Is it worth it? Do I really need this?"

The honest answer depends on context.

Looking for a new job? Certifications help get past initial resume screening when HR filters for keywords — and demonstrate baseline competence to hiring managers.

Looking to become more of a team player? Certifications ensure you're speaking a common language with colleagues and vendors.

Meeting organizational requirements? Some roles or contracts require specific credentials for compliance.

Be sure also to consider where you are in your career. For example, entry-level employees may consider ITIL Foundation, HDI Support Center Analyst, or CompTIA A+. At the same time, mid-career practitioners are likely to focus on ITIL Managing Professional, specialized practice modules, or vendor certifications. Aspiring leaders? Think about ITIL Strategic Leader and COBIT for governance focus. Senior/advisory role? ITIL Master, which requires documented real-world implementation.

But certifications alone won't advance your career if you can't apply the knowledge. The right approach leverages certification into real career advancement; the wrong approach treats it as a box to check.

Finally, think about combining certifications for maximum impact. Some examples:

• ITIL + COBIT — strong for governance and compliance
• ITIL + HDI — ideal for service desk leadership
• ITIL + SRE/DevOps certifications — bridges traditional ITSM with modern practices
• ITIL + vendor platform certification — valuable for platform-specific roles

Platform-specific training: Putting frameworks into practice

Framework certifications teach you how to think about service management. Platform-specific ITSM training teaches you where to apply it.

Most ITSM platforms offer their own training programs — and completing them alongside framework certifications makes you more effective immediately. You'll understand both the methodology and the tool you'll use to execute it.

Xurrent, for example, offers free role-based training modules covering everything from Service Desk Analyst and Change Manager workflows to advanced automation rules and API integrations. These self-paced ITSM courses run on free demo instances, giving you hands-on experience with the tools you'll actually use — no risk, real environment.

For customers looking to go deeper, Xurrent also provides paid training programs (Xurrent Academy) with more advanced curricula and structured learning paths. Xurrent Academy provides training in both foundational aspects of ITIL and ITSM, as well as product-based training that turns concepts into reality. It's one thing to learn basic information; it's much better to put it into practice and solidify that knowledge forever.

The takeaway: When evaluating any ITSM platform, check what training resources are available. Free, hands-on training lowers the barrier to proficiency — and signals that the vendor is invested in your success, not just your purchase.

ITSM certification cost (and ROI)

Here is a breakdown of certification prices as of December 2025. Note: Prices vary by provider and region. Below are approximate U.S. costs based on verified sources. Be sure to confirm before purchasing.

Beyond the certification exam itself, ITSM certification training formats come with their own cost considerations.

Self-study offers the lowest barrier to entry. Third-party study guides, practice exams, and supplemental ITSM courses on platforms like Udemy and Coursera typically cost $30–$150. This route requires discipline and self-direction, but many candidates find that structured training improves both pass rates and practical understanding.

Online self-paced courses from accredited training organizations range from $500 to $1,300 and typically include an exam voucher. These programs offer flexibility for busy professionals while still providing comprehensive coverage of the material. Non-accredited courses without exam vouchers can cost less ($200–$500), but you'll need to purchase your exam voucher separately.

Instructor-led virtual training ranges from $500–$1,500 and provides live instruction with the convenience of remote attendance. This format works well for learners who benefit from real-time interaction and Q&A but can't travel to a physical classroom.

In-person classroom training typically costs $1,000–$2,500+, not including travel and lodging. The premium reflects access to hands-on exercises, peer collaboration, and direct instructor engagement.

For organizations looking to train large teams, corporate and on-site options can significantly reduce per-learner costs. Providers such as ITSM Academy offer courseware licensing and Train-the-Trainer programs that enable companies to deliver customized internal training at scale.

Luckily, the costs of these various certifications, trainings, and courses can be offset (and more) with salary increases.

According to ZipRecruiter (as of December 18, 2025), ITIL Foundation holders in the United States earn an average of $96,560/year, with top earners reaching $154,500. Additionally, certified IT professionals in North America earn 8% more than non-certified peers (Global Knowledge 2020 IT Skills and Salary Report)

Even with a modest ROI calculation of $500–$2,500 for Foundation certification and training, professionals often see a return within months through improved job prospects or internal promotions.

These career advancement opportunities are plentiful. From moving from junior to senior ITSM roles and consulting and advisory opportunities, to a smoother transition from technical to management tracks, to credentials across global regions, the returns more than make up for the costs.

Preparing for ITSM certification exams

Time to brush up on those study skills! Fortunately, there are many resources to help you prepare.

• Official AXELOS publications and the ITIL Foundation handbook
• PeopleCert practice exams
• Third-party study guides and online resources

In addition, there are ITSM training courses and bootcamps — many available as ITSM certifications online — that provide more structured learning with practical insights, real-world examples, and exam-focused guidance. These include (but are not limited to) Accredited Training Organizations (ATOs) listed on the PeopleCert website. Options range from 2-day intensive courses to self-paced programs over several weeks.

There are also practice exams and simulators to help with "exam readiness."

But just like any training program or certification course, the work never truly ends.

ITSM certification maintenance

All ITIL 4 certifications are valid for 3 years. To renew, you can (a) retake the exam, (b) earn Continuing Professional Development (CPD) credits, or (c) upgrade to a higher level. CPD requires 20 points annually for 3 consecutive years, along with an active PeopleCert Plus membership.

PeopleCert's CPD program includes webinars, conferences, professional development activities, industry events, and community participation, all of which count toward CPD.

Transition paths are available for V3 holders moving to ITIL 4. And this is important, as the framework continues to evolve. Staying current matters. While existing certifications remain valid, organizations increasingly expect ITIL 4 knowledge as the industry standard.

Real-World value of ITSM certifications

As mentioned earlier, ITIL is recognized worldwide across industries. In fact, 82% of IT professionals gained confidence to explore and pursue new job opportunities after earning certifications (Pearson VUE 2025 Value of IT Certification Candidate Report).

We are increasingly seeing these certifications required in job postings for ITSM roles. From the employer's perspective, certifications provide a baseline assurance of competency. Knowing a candidate has this expertise often means less training time for new hires who are familiar with ITIL terminology. The common framework improves team collaboration and vendor communication. In fact, some organizations even require certifications for compliance or client-facing roles.

Organizations can be confident that certified professionals are more likely to apply consistent methodologies to incident, problem, and change management. And this knowledge translates across desktop support, cloud computing, mainframe systems — really any service context.

Ultimately, the real value lies in combining certification knowledge with hands-on experience.

Emerging trends in ITSM certification

As we close out, let's explore where ITSM certification is going.

There is a growing demand for professionals who can successfully bridge traditional ITSM with modern DevOps practices. ITIL 4 explicitly incorporates DevOps, Agile, and Lean principles — complementary, not competing principles.

Site Reliability Engineering (SRE) certifications are emerging as valuable complements, and Value Stream Mapping (VSM) training is increasingly relevant for process optimization.

There is a shift from rigid process adherence to adaptive, value-focused approaches, and ITIL 4's Service Value System is explicitly designed for flexibility and continuous improvement. We are seeing more agile certifications (e.g., SAFe, Scrum) increasingly paired with ITSM credentials.

The focus is on value co-creation rather than process compliance alone.

Finally, as AI and automation reshape how IT teams operate, certifications must include this knowledge.

Artificial Intelligence for IT Operations (AIOps) uses machine learning and analytics to automate and enhance how IT teams monitor, detect, and resolve issues across complex systems.

In October 2024, Gartner released its first-ever Magic Quadrant for AI Applications in ITSM, further proof that AI (and AIOps) is here to stay in the ITSM space.

AIOps is rapidly emerging as a distinct training category, with PeopleCert now offering an AIOps Foundation certification and major vendors like Cisco, AWS, and IBM launching their own AI-focused credentials. These programs teach professionals to apply machine learning and big data analytics to IT operations — skills that complement traditional ITSM expertise.

We expect this evolution toward AI/automation competencies to continue, with a growing emphasis on business value creation over pure process adherence.

ITSM certification is your launchpad, not your destination

The right ITIL ITSM certification at the right time can accelerate your career — but only if you apply what you learn. Framework knowledge provides a common language and a structured approach. The real value comes from combining that foundation with hands-on experience and emerging competencies in AI, automation, and experience management.

Whether you're pursuing ITIL Foundation to break into the field, stacking credentials to move into leadership, or adding AIOps skills to stay current, the goal remains the same: delivering better outcomes for the people and organizations you support.

A modern service desk is essential for every modern enterprise — and certified professionals are the ones who make it run.

Get started with Xurrent today.