Certified - ITIL Foundation v4 Audio Course

Service level management ensures that expectations are clear and performance is measured against agreed standards. In this episode, we’ll define how service level management establishes, monitors, an…

The service desk is often described as the “face of IT,” serving as the single point of contact between users and service providers. In this episode, we’ll explain how the service desk practice suppo…

Service request management is one of the most common and visible practices in ITIL, as it deals with handling user requests in a consistent and efficient way. In this episode, we’ll define service re…

Where incident management is about quick restoration, problem management focuses on addressing the root cause of recurring issues. In this episode, we’ll dive into how problem management identifies u…

Incident management is one of the most visible ITIL practices because it deals directly with restoring services when disruptions occur. In this episode, we’ll explain how the purpose of incident mana…

Change enablement is one of the most examined practices in ITIL 4, reflecting its importance in balancing agility with stability. In this episode, we’ll explain how change enablement ensures that ris…

Release management and continual improvement may seem very different, but both play critical roles in keeping services relevant and reliable. Release management ensures that new software, updates, or…

This episode covers two practices that ensure services stay healthy and evolve effectively: monitoring and event management, and deployment management. Monitoring and event management focus on observ…

Assets and configurations form the backbone of service delivery, and ITIL provides two practices to manage them. In this episode, we’ll explore IT asset management, which tracks the financial, contra…

Strong relationships are central to successful services, and this episode explores two practices that enable them: relationship management and supplier management. Relationship management ensures tha…

Information security is a foundational practice in ITIL, ensuring that confidentiality, integrity, and availability of information are protected at all times. In this episode, we’ll explain how the i…

The remaining three activities of the service value chain — design and transition, obtain/build, and deliver and support — represent the heart of operational service delivery. In this episode, we’ll …

The “Engage” activity ensures that all stakeholder needs are understood, communicated, and met throughout the service lifecycle. In this episode, we’ll explore how engagement creates a two-way relati…

Improvement is not a one-time project but a continuous cycle, and the service value chain embeds this philosophy in the “Improve” activity. In this episode, we’ll explain how the improve activity ens…

The first activity in the service value chain is “Plan,” and in this episode we’ll explain its purpose and relevance. Planning provides a shared vision and direction for all aspects of service manage…

At the heart of the SVS is the Service Value Chain, which represents the core activities required to create and manage services. In this episode, we’ll introduce its six activities: plan, improve, en…

Governance, practices, and guiding principles are three of the most important elements within the SVS, and in this episode we’ll look at how they function. Governance ensures that policies, decision-…

The Service Value System, or SVS, is one of the defining innovations of ITIL 4, and this episode introduces it in detail. The SVS provides a holistic model that shows how all the components of ITIL —…

Individually, each dimension is important, but ITIL stresses that they must work in balance. In this episode, we’ll explore how overemphasizing one dimension at the expense of others creates weakness…

The fourth dimension brings the focus back to how work is organized and delivered. In this episode, we’ll explain value streams as end-to-end sequences of activities that create value for customers. …