Certified - ITIL Foundation v4 Audio Course

Trailer

Episode 58: Service Level Management

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, and reviews service lev

Episode 57: Service Desk

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 supports users by handling

Episode 56: Service Request Management

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 requests as formal user

Episode 55: Problem Management

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 underlying faults, per

Episode 54: Incident Management

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 management is to minimize

Episode 53: Change Enablement

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 risks are assessed and a

Episode 52: Release Management + Continual Improvement

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 service components a

Episode 51: Monitoring & Event Management + Deployment Management

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 observing services, detecti

Episode 50: IT Asset Management + Service Configuration Management

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, contractual, and lifecycle

Episode 49: Relationship & Supplier Management

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

Episode 48: Information Security Management

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 information security m

Episode 47: Design & Transition, Obtain/Build, Deliver & Support — End-to-End Flow

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 explain how design an

Episode 46: Engage Activity — Interacting with Stakeholders

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 relationship between servic

Episode 45: Improve Activity — Continual Improvement Mindset

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 ensures that services, p

Episode 44: Plan Activity — Setting Direction and Goals

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 management, ensuring that g

Episode 43: Service Value Chain Overview — Six Activities

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, engage, design and tran

Episode 42: Governance, Practices, and Guiding Principles Inside SVS

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-making, and accountab

Episode 41: What is the ITIL Service Value System (SVS)?

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 — guiding principles,

Episode 40: Four Dimensions in Balance — Avoiding Weak Spots

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 weaknesses. For example, focu