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PODCAST

Certified - ITIL Foundation v4 Audio Course

Start your journey into ITIL with the ITIL Foundation Audio Course—your complete, audio-first companion for mastering modern service management. Designed for learners who want clarity and flexibility, this Audio Course breaks down every key concept from the ITIL framework, including guiding principles, the service value system, continual improvement, and the essential management practices. Each episode transforms abstract ideas into real-world understanding, showing how ITIL methods drive

education courses

All Episodes

1:51

Trailer

Certified - ITIL Foundation v4 Audio Course ·

2025/10/14

en

22:19

Episode 58: Service Level Management

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 level agreements (SLAs) between providers and consumers. Its purpose is to make sure that services are delivered at levels that meet business needs and that both parties share a common understanding of what success looks like. This practice ties closely to value, because

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22:14

Episode 57: Service Desk

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 incidents, service requests, and communications. Its role is not only technical but also relational, ensuring that users feel supported and valued. ITIL highlights the importance of good communication skills, empathy, and responsiveness, alongside technical knowledge. A

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22:26

Episode 56: Service Request Management

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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-initiated actions such as asking for access to an application, requesting new equipment, or seeking information. The goal of this practice is to provide a streamlined and standardized path so that routine requests are fulfilled quickly and predictably. ITIL emphasizes the

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22:26

Episode 55: Problem Management

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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, performs root cause analysis, and reduces the likelihood and impact of future incidents. ITIL makes a clear distinction between incidents, which are immediate disruptions, and problems, which are the causes behind those disruptions. This practice ensures organizations don’t

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22:47

Episode 54: Incident Management

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 negative impact by restoring normal operations as quickly as possible. An incident can be anything from a password reset request to a system outage affecting thousands of users. What matters is the response: prioritizing incidents, resolving them efficiently, and

en

23:04

Episode 53: Change Enablement

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 approvals are in place before modifications are made to services, infrastructure, or processes. It doesn’t exist to block progress but to ensure that changes happen safely and deliver expected value. ITIL distinguishes between standard changes, normal changes, and emergency

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23:58

Episode 52: Release Management + Continual Improvement

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 are bundled and introduced into production environments in a structured and safe way. It coordinates planning, testing, and communication so that releases don’t disrupt service delivery. Continual improvement, on the other hand, ensures that organizations are never static. It

en

24:07

Episode 51: Monitoring & Event Management +...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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, detecting conditions, and interpreting events to maintain stability. They allow organizations to spot incidents before they escalate, reducing downtime and impact. Deployment management, by contrast, ensures that new or changed services are released into live environments in a

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24:16

Episode 50: IT Asset Management + Service...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 aspects of assets like hardware and software. Service configuration management complements this by managing the technical details and relationships of configuration items (CIs) within a configuration management database (CMDB). Together, they ensure that organizations know

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25:09

Episode 49: Relationship & Supplier Management

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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, and stakeholders feel heard, valued, and supported, building trust that sustains service delivery. Supplier management ensures that external partners deliver what’s needed, when it’s needed, and at agreed levels of quality. Both practices reinforce ITIL’s emphasis on

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26:15

Episode 48: Information Security Management

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 management practice establishes policies, roles, and controls that safeguard services against threats. It’s not just about technical defenses like firewalls and encryption, but also about governance, risk management, and culture. The exam may ask you to identify the purpose

en

25:00

Episode 47: Design & Transition, Obtain/Build,...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 and transition ensures that new or changed services meet quality and business requirements before they go live. Obtain/build focuses on acquiring or creating the necessary resources, whether through development, procurement, or partnerships. Deliver and support provides the

en

23:50

Episode 46: Engage Activity — Interacting with...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 service providers and consumers. Effective engagement captures requirements, manages expectations, and builds trust. It ensures that feedback loops remain open, so that value is co-created rather than assumed. Without strong engagement, even well-designed services can fail because

en

23:30

Episode 45: Improve Activity — Continual Improvement...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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, practices, and processes are always evaluated and refined. Improvement is guided by feedback, performance data, and alignment to business goals, allowing organizations to adapt quickly to change. The goal is not perfection but consistent progress, building resilience and

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24:44

Episode 44: Plan Activity — Setting Direction and Goals

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 goals, strategies, and policies align with organizational objectives. Without effective planning, efforts across the value chain become fragmented, leading to inefficiency and wasted resources. The plan activity sets the foundation for everything that follows, guiding

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25:10

Episode 43: Service Value Chain Overview — Six...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 transition, obtain/build, and deliver and support. Each activity plays a unique role, but together they form a dynamic model rather than a rigid process. Unlike older process-heavy frameworks, the service value chain emphasizes flexibility, showing that activities can be

en

24:36

Episode 42: Governance, Practices, and Guiding...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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 accountability are aligned to organizational strategy. Practices provide the structured approaches and resources that keep work consistent and effective. Guiding principles offer flexible advice that applies across situations, helping teams stay focused on value and simplicity

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26:19

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

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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, governance, service value chain, practices, and continual improvement — fit together to create value. Rather than treating these elements as separate, the SVS integrates them into a single framework, ensuring that services are always aligned with organizational goals and

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23:22

Episode 40: Four Dimensions in Balance — Avoiding...

Certified - ITIL Foundation v4 Audio Course ·

2025/09/01

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, focusing too much on technology without investing in people leads to tools that are underutilized. Over-reliance on suppliers without strong governance can expose organizations to risk. Weak value streams create inefficiency even when technology and people are strong. The exam

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