ITIL® 4 Unplugged - Simplifying IT Service Management

In this jam-packed episode of Plugged In , Tyler and Jessica dive deep into the unsung hero of ITIL practices—Knowledge Management. They unpack why having data isn’t enough, how to transform tacit expertise into shared wisdom, and what makes a knowledge article actually useful .  From the SECI model to the DIKW pyramid (yes, that’s a thing!), discover how organizations build a culture where inform...

When services break and no one takes the blame, it’s time for a new approach. Tyler and Jessica unpack Service Integration and Management—what it is, why it matters, and how it transforms supplier chaos into coordinated service delivery. Featuring the return of Islarico, this episode shows how SIAM fixes more than just processes—it fixes trust.

Welcome to Season 3 of ITIL 4 Unplugged—Plugged In. This season, we’re going beyond the ITIL playbook, exploring the real-world practices that bring service management to life. From SIAM to integration, governance to chaos control—if it makes your service ecosystem smarter, we’re talking about it.” What happens when your supplier contract looks great on paper… until everything goes wrong? Tyler an...

Forget everything you think you know about the help desk. In this episode of ITIL 4 Unplugged: Elevate ITSM , Tyler and Jessica uncover the true role of the modern Service Desk — from swarming and self-service to omnichannel strategy and capability models. Whether you’re stuck in Bob’s world or leading a global support team, this is your no-nonsense guide to evolving from ticket taker to value cre...

Why do the same incidents keep showing up? Who’s actually fixing what’s causing the chaos? In this episode of ITIL 4 Unplugged , Tyler and Alex dive into the world of Problem Management — and somehow make it fun. From swarming and known errors to technical debt, workarounds, and prioritizing what really matters, they break down how this practice can transform firefighting into real improvement. Wh...

Join Alex and Tyler as they explore the always-awake world of Monitoring and Event Management in ITIL 4! In this engaging deep dive, discover how to transform your IT operations from reactive firefighting to proactive problem prevention. Learn about the four types of events (and why not all beeps and boops matter), master the art of active vs. passive monitoring, and understand how to build servic...

Join hosts Tyler and Alex as they unpack one of ITIL® 4 most critical yet misunderstood practices - Service Configuration Management. Think of it as creating a GPS for your digital infrastructure! In this episode, we explore how to build and maintain accurate maps of your IT services and their relationships. From preventing 3 AM Black Friday disasters to understanding the difference between a CMDB...

In this episode of ITIL® 4 Unplugged: Elevate Your ITSM , Tyler and Rachel untangle the often-confused practices of Release Management and Deployment Management . Through real-world examples, natural conversation, and a touch of humor, they explore how these practices differ, how they work together, and how they intersect with Change Enablement , CI/CD pipelines , and the Service Value Chain . Plu...

The episode titled “Dear Service Provider, We Need to Talk…” opens with a playful yet insightful look at what happens when expectations between service providers and customers are misaligned — and how Service Level Management (SLM) aims to fix that. Drawing directly from the ITIL® 4, the conversation explores the true purpose of SLM: not just writing SLAs, but fostering trust, clarity, and continu...

When everything’s on fire, who brings the calm? In Keeping the Lights On , Jordan and Jessica dive into the ITIL® 4 Incident Management practice—exploring how organizations respond, recover, and restore services fast. From detection to resolution, we unpack the role of automation, communication, and swarming in keeping digital operations running smoothly.

In this premiere episode of ITSM Elevate , we uncover what defines a truly modern service desk in today’s fast-paced digital landscape. From shifting beyond reactive support to building a culture of proactive communication, we explore how service desks can become trusted partners across the organization. You’ll learn how streamlined communication, empathetic support, and continuous feedback loops...

In this episode of The ITSM Elevate , we tackle the real monster behind every ITSM transformation: O rganizational Change . Why is it so difficult? How can you navigate it? We explore two powerhouse frameworks—the Satir Change Model and Kotter’s 8-Step Process—to guide you through the emotional rollercoaster of change and land safely at the summit of service excellence. Get ready for stories, insi...

A Digital Maturity Model is a framework that helps organizations assess and benchmark their progress in digital transformation (the digital strategy in ITSM/ITIL® 4)  across multiple dimensions. It typically defines progressive stages of maturity—from initial ad-hoc digital efforts to fully optimized capabilities—enabling businesses to evaluate their current state, identify gaps, and create target...

This is the final episode of our ITIL 4 Unplugged series, wrapping it all up with three critical ITIL practices: Service Request Management, Service Level Management, and Information Security Management. Sarah and Chris briefly touch on Capacity, Availability, and IT Service Continuity Management , as they all contribute to maintaining strong service levels.

This episode covers the ITIL practices that keep IT sustainable in the long run. We are talking about Service Configuration Management, Continual Improvement, IT Asset Management, and Supplier Management.

In this episode, Sara and Chris dive into the management practices that are crucial to keep IT services running smoothly: Incident management, Problem management, Monitoring and Event Management, Change Enablement, Release and Deployment.

This episode tackles the ITIL Service Value System (SVS) and the Service Value Chain (SVC). How IT services actually create value instead of just being a cost center.

We’re tackling something every IT service depends on—the 4 Dimensions of Service Management . These are the four key areas that determine whether an IT service runs smoothly or crashes and burns.

In this episode, we’re diving into something that makes ITIL actually work in the real world - The ITIL Guiding Principles, the golden rules of IT service management. These seven principles help businesses make smart decisions, avoid unnecessary headaches, and, most importantly, focus on what really matters.

This episode introduces the key concepts of IT service management in a way that’s engaging, practical, and easy to understand.