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How to gain ITSM experience when starting in the industry

A Gartner report has found that there is a huge demand for IT talent, which is now exceeding supply, with 73% of CIOs having concerns about the battle for IT talent. With the high demand for talent in this sector, the salaries, benefits, and incentives offered are also increasing, which can make retraining and reskilling in this field an attractive proposition.

However, entering the world of IT Service Management (ITSM) can be daunting, especially for newcomers to the industry. It can feel challenging to gain appropriate experience or know where to start. However, with the right approach and determination, acquiring ITSM experience is achievable; here are some strategies for newcomers to gain ITSM experience.

Top tips for gaining ITSM experience


One of the best places to start is by diving into books authored by industry experts or exploring online resources such as blogs, forums, and ITSM publications. Continuous learning is key to staying updated on evolving trends and methodologies, which you can then bring into conversations, forums and discussions to build this knowledge and exposure.

Personal projects

It is possible to apply ITSM strategies to your life as a personal project. These projects can help you apply theoretical knowledge in real-world scenarios. This could involve setting up a basic IT service desk, implementing incident management processes, or creating a change management plan. Personal projects not only enhance your skills but also demonstrate initiative and creativity to potential employers.

Professional guidance

Another great way to gain exposure to the industry is by working with a mentor or coach. A mentor within the ITSM community who can provide guidance and support as you navigate your career path. A mentor with experience in ITSM can offer valuable insights, advice, and feedback to help accelerate your professional growth and development.

Accredited learning

Formal education is a crucial starting point for gaining ITSM knowledge. Consider pursuing relevant qualifications, such as a degree in IT Service Management or certifications like ITIL® - Information Technology Infrastructure Library. These educational programmes provide a structured framework and a comprehensive understanding of ITSM principles and best practices.

Networking and connection

Networking with professionals in the ITSM field can open doors to opportunities and chances to learn. Join industry-related professional groups, attend networking events, and connect with peers and seasoned professionals. Collaborating on projects or initiatives with colleagues or peers can also foster learning and skill development.

Practical experience

Hands-on experience is invaluable in ITSM. Look for internships, entry-level positions, or volunteer opportunities in charities that utilise ITSM frameworks. Even small-scale projects or tasks related to IT service delivery can provide valuable insights and practical experience.

Keep learning

ITSM is a dynamic field that constantly evolves with technological advancements and industry trends. Stay up to date with the latest developments by engaging in continuous learning. Pursue additional certifications, attend workshops, and participate in online courses to broaden your knowledge and skills.

Get started with your ITSM career

A professional qualification can be a great place to start if you’re looking to build your ITSM career from scratch. ITIL 4 Foundation is an entry-level qualification for those looking for a comprehensive introduction to the world of ITSM. Training will include real-world examples and practical activities to help implement your learning.

Explore our ITIL 4 Foundation training.