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 information flows like electricity—fast, reliable, and always on. Expect real-life stories, a dash of humor, and practical tips for turning your IT brainpower into business value. This is Knowledge Management, unplugged.

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 and Jessica kick off Season 3 by exposing the gaps in traditional supplier management, introducing the value of SIAM, and breaking down a fictional—but painfully real—power grid meltdown. It’s not just about managing vendors—it’s about owning outcomes.

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 creator.

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.

Whether you’re an ITSM veteran or just got "voluntold" to manage problems, this episode gives you the clarity, confidence, and laughs to tackle what’s beneath the surface.

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 service health models that actually make sense for your business. Explore the three critical practice success factors, discover automation strategies that work, and learn how to avoid the dreaded "alert fatigue" that plagues so many IT teams.

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.

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.

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.

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.