Books & Publications
Welcome to the ITSM Academy Bookstore.
ITSM Academy provides professional resources for IT Service Management (ITSM), Digital Product and Service Management (DPSM), process improvement, organizational transformation, and professional certification preparation.
As a PeopleCert Accredited Training Organization (ATO) and authorized reseller of official ITIL publications, we offer official ITIL (Version 5) hardcopy books and publications, including Product, Service, Experience, Strategy, and Transformation, as well as the Managing Professional Transition (MPT) Bundle.
We also offer the ITSM Process Design Guide, a definitive reference book by Donna Knapp that teaches organizations the practical mechanics of how to assess, design, implement, and measure IT Service Management (ITSM) processes. While popular frameworks like ITIL or COBIT tell you what to do, this guide focuses on how to do it.
Whether you are pursuing ITIL certification, supporting an ITSM initiative, implementing Digital Product and Service Management practices, improving organizational processes, or building service management capabilities, our publications provide practical, actionable guidance you can apply immediately.
Featured Publications
Frequently Asked Questions
Where can I buy official ITIL (Version 5) books?
Official ITIL (Version 5) hardcopy books and publications are available through ITSM Academy, a PeopleCert Accredited Training Organization (ATO) and authorized reseller of official ITIL publications.
Are ITIL (Version 5) books available in hardcopy?
Yes. ITSM Academy offers official ITIL (Version 5) hardcopy books, including Product, Service, Experience, Strategy, and Transformation publications.
Which books support the ITIL Managing Professional Transition (MPT)?
The ITIL (Version 5) Managing Professional Transition pathway is supported by the Product, Service, Experience, and Transformation publications. ITSM Academy offers these titles individually and as part of the Managing Professional Transition (MPT) Bundle.
Can ITIL (Version 5) books be used during open-book certification exams?
ITIL (Version 5) advanced certification exams are open book, making the official publications valuable resources for exam preparation, study, and professional reference. Read more about the ITIL (Version 5) open book exam experience.
What is the ITSM Process Design Guide?
The ITSM Process Design Guide is a definitive reference book by Donna Knapp that teaches organizations the practical mechanics of how to assess, design, implement, and measure IT Service Management (ITSM) processes. While popular frameworks like ITIL or COBIT tell you what to do, this guide focuses on how to do it.
Who should read the ITSM Process Design Guide?
The guide is useful for process owners, business analysts, ITSM practitioners, consultants, IT leaders, continual improvement teams, and anyone responsible for improving or documenting business and IT processes. The ITSM Process Design Guide is also included in ITSM Academy's Certified Process Design Engineer (CPDE) course.