ITIL® 4 Unplugged - Simplifying IT Service Management

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ITIL® 4 Unplugged - Simplifying IT Service Management

ITIL 4 Unplugged breaks down ITIL concepts, best practices, and real-world applications in a way that’s engaging, easy to understand, and fun! Whether you’re preparing for the ITIL Foundation exam or looking to improve your IT service management skills, this podcast helps you turn ITIL theory into real-world success—without the boring textbook talk. This podcast is for educational and awareness purposes only and is based on ITIL® 4 best practices. ITIL® is a registered trademark of PeopleCert. All rights reserved.

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  1. EPISODE 1

    ITSM Elevate: The Digital Maturity Model

    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 targeted roadmaps for advancement. The model examines capabilities across key areas including strategy, customer experience, operations, technology infrastructure, data analytics, and organizational culture, recognizing that true digital maturity requires holistic transformation rather than merely implementing new technologies.

    10 min

  2. EPISODE 2

    ITSM Elevate: From Chaos to Climb: The Human-Side Change in ITSM

    In this episode of The ITSM Elevate, we tackle the real monster behind every ITSM transformation: Organizational 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, insights, and strategies to elevate your ITSM journey!

    6 min

  3. EPISODE 3

    ITSM Elevate: Unlocking the Secrets of Modern Service Desk

    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 are redefining the role of the service desk—not just as problem solvers, but as experience enablers. Perfect for IT professionals aiming to elevate their impact through better connection, collaboration, and clarity.

    6 min

  4. EPISODE 4

    ITSM Elevate: Keeping the lights on with Incident Management

    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.

    25 min

  5. EPISODE 5

    ITSM Elevate: SLM, “Dear Service Provider, We Need to Talk…”

    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 continual improvement. The episode blends educational value with a human touch, perfect for ITIL practitioners and curious learners alike.

    25 min

  6. EPISODE 6

    ITSM Elevate: Release vs Deployment - Behind the Curtain of Change

    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. Plus, they dive into the four dimensions of ITIL® 4, showing how a holistic view elevates the impact of every release and deployment. If you’ve ever pushed a change live—or watched one crash and burn—this one’s for you.

    11 min

  7. EPISODE 7

    ITSM Elevate: Mapping the Digital Universe - Service Configuration Management Decoded

    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 and CMS, we break down complex concepts with real-world examples and practical advice. Whether you're just starting your ITIL journey or looking to optimize existing practices, this episode delivers actionable insights with a side of humor.

    17 min
See All Season 2 (7)

About

ITIL 4 Unplugged breaks down ITIL concepts, best practices, and real-world applications in a way that’s engaging, easy to understand, and fun! Whether you’re preparing for the ITIL Foundation exam or looking to improve your IT service management skills, this podcast helps you turn ITIL theory into real-world success—without the boring textbook talk. This podcast is for educational and awareness purposes only and is based on ITIL® 4 best practices. ITIL® is a registered trademark of PeopleCert. All rights reserved.

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