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, and reviews service level agreements (SLAs) between p... more

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, ... more

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 ask... more

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... more

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 ... more

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 m... more

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... more

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 interpretin... more