ITIL® 4 Unplugged - Simplifying IT Service Management Transistor (https://transistor.fm) https://feeds.transistor.fm/itil-4-unplugged-simplifying-it-service-management ITIL 4 Unplugged breaks down ITIL concepts, best practices, and real-world applications in a way that’s engaging, easy to understand, and fun! Whether you’re preparing for the ITIL Foundation exam or looking to improve your IT service management skills, this podcast helps you turn ITIL theory into real-world success—without the boring textbook talk. This podcast is for educational and awareness purposes only and is based on ITIL® 4 best practices. ITIL® is a registered trademark of PeopleCert. All rights reserved. © 2025 Lean IT Group, LLC | ITIL® is a registered trademark of PeopleCert. All rights reserved. c281b5c6-97ff-5a4f-b24d-75dc375590a7 yes 5ae5c9a0-0f04-11f0-a271-69f613402240 en Wed, 30 Jul 2025 08:49:04 -0400 Mon, 06 Apr 2026 01:03:39 -0400 https://conpuntoykoma.com https://img.transistorcdn.com/vzes2GGD3zKYTgUBJscuqfxveOXGNMZ3qQNpbw_KD6Q/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS82MWJj/N2ExY2NmNjNjN2Nj/NTI5YTg5ZGU2Yzhj/MTQ0Ni5wbmc.jpg ITIL® 4 Unplugged - Simplifying IT Service Management https://conpuntoykoma.com serial Con Punto y Koma ITIL 4 Unplugged breaks down ITIL concepts, best practices, and real-world applications in a way that’s engaging, easy to understand, and fun! Whether you’re preparing for the ITIL Foundation exam or looking to improve your IT service management skills, this podcast helps you turn ITIL theory into real-world success—without the boring textbook talk. This podcast is for educational and awareness purposes only and is based on ITIL® 4 best practices. ITIL® is a registered trademark of PeopleCert. All rights reserved. ITIL 4 Unplugged breaks down ITIL concepts, best practices, and real-world applications in a way that’s engaging, easy to understand, and fun. ITIL, it service management, itsm, incidents, problem-solving Con Punto Y Koma Yes No Key Concepts of IT Service Management 1 1 1 1 Key Concepts of IT Service Management full 75357d11-773b-4d96-880d-cf58e0becbe7 https://conpuntoykoma.com This episode introduces the key concepts of IT service management in a way that’s engaging, practical, and easy to understand.

]]> This episode introduces the key concepts of IT service management in a way that’s engaging, practical, and easy to understand.

]]> Mon, 03 Mar 2025 10:24:18 -0500 Con Punto y Koma Con Punto y Koma 331 This episode introduces the key concepts of IT service management in a way that’s engaging, practical, and easy to understand.

]]> ITIL, it service management, itsm, incidents, problem-solving No The 7 Guiding Principles - The Golden Rules of ITSM 1 1 2 2 The 7 Guiding Principles - The Golden Rules of ITSM full cdb38240-04d2-430c-a623-f8fb4813ba25 https://conpuntoykoma.com In this episode, we’re diving into something that makes ITIL actually work in the real world - The ITIL Guiding Principles, the golden rules of IT service management. These seven principles help businesses make smart decisions, avoid unnecessary headaches, and, most importantly, focus on what really matters.

]]> In this episode, we’re diving into something that makes ITIL actually work in the real world - The ITIL Guiding Principles, the golden rules of IT service management. These seven principles help businesses make smart decisions, avoid unnecessary headaches, and, most importantly, focus on what really matters.

]]> Mon, 03 Mar 2025 10:52:48 -0500 Con Punto y Koma Con Punto y Koma 396 In this episode, we’re diving into something that makes ITIL actually work in the real world - The ITIL Guiding Principles, the golden rules of IT service management. These seven principles help businesses make smart decisions, avoid unnecessary headaches, and, most importantly, focus on what really matters.

]]> ITIL, it service management, itsm, incidents, problem-solving No The 4 Dimensions of Service Management 1 1 3 3 The 4 Dimensions of Service Management full 6a4c8ebb-e743-4754-997e-4a94867d1fe4 https://conpuntoykoma.com We’re tackling something every IT service depends on—the 4 Dimensions of Service Management. These are the four key areas that determine whether an IT service runs smoothly or crashes and burns.

]]> We’re tackling something every IT service depends on—the 4 Dimensions of Service Management. These are the four key areas that determine whether an IT service runs smoothly or crashes and burns.

]]> Mon, 03 Mar 2025 10:56:15 -0500 Con Punto y Koma Con Punto y Koma 332 We’re tackling something every IT service depends on—the 4 Dimensions of Service Management. These are the four key areas that determine whether an IT service runs smoothly or crashes and burns.

]]> ITIL, it service management, itsm, incidents, problem-solving No Service Value System (SVS) and Service Value Chain (SVC) – How IT Creates Real Value 1 1 4 4 Service Value System (SVS) and Service Value Chain (SVC) – How IT Creates Real Value full 83034cb0-0fbb-46d2-9095-87fcf9aeb5c5 https://conpuntoykoma.com This episode tackles the ITIL Service Value System (SVS) and the Service Value Chain (SVC). How IT services actually create value instead of just being a cost center.

]]> This episode tackles the ITIL Service Value System (SVS) and the Service Value Chain (SVC). How IT services actually create value instead of just being a cost center.

]]> Wed, 05 Mar 2025 12:13:06 -0500 Con Punto y Koma Con Punto y Koma 383 This episode tackles the ITIL Service Value System (SVS) and the Service Value Chain (SVC). How IT services actually create value instead of just being a cost center.

]]> ITIL, it service management, itsm, incidents, problem-solving No Practices - Fixing Issues and Delivering Value 1 1 5 5 Practices - Fixing Issues and Delivering Value full 20689310-7ac0-4a5e-ad1a-5401d68010b1 https://conpuntoykoma.com In this episode, Sara and Chris dive into the management practices that are crucial to keep IT services running smoothly: Incident management, Problem management, Monitoring and Event Management, Change Enablement, Release and Deployment.

]]> In this episode, Sara and Chris dive into the management practices that are crucial to keep IT services running smoothly: Incident management, Problem management, Monitoring and Event Management, Change Enablement, Release and Deployment.

]]> Fri, 07 Mar 2025 12:18:32 -0500 Con Punto y Koma Con Punto y Koma 610 In this episode, Sara and Chris dive into the management practices that are crucial to keep IT services running smoothly: Incident management, Problem management, Monitoring and Event Management, Change Enablement, Release and Deployment.

]]> ITIL, it service management, itsm, incidents, problem-solving No Long-Term Service Excellence – ITIL Practices That Keep IT Running 1 1 6 6 Long-Term Service Excellence – ITIL Practices That Keep IT Running full 6efa2e7b-49e0-44bd-b876-61938a372812 https://conpuntoykoma.com This episode covers the ITIL practices that keep IT sustainable in the long run. We are talking about Service Configuration Management, Continual Improvement, IT Asset Management, and Supplier Management.

]]> This episode covers the ITIL practices that keep IT sustainable in the long run. We are talking about Service Configuration Management, Continual Improvement, IT Asset Management, and Supplier Management.

]]> Sun, 09 Mar 2025 10:12:47 -0400 Con Punto y Koma Con Punto y Koma 434 This episode covers the ITIL practices that keep IT sustainable in the long run. We are talking about Service Configuration Management, Continual Improvement, IT Asset Management, and Supplier Management.

]]> ITIL, it service management, itsm, incidents, problem-solving No Managing Requests, Service Levels, and Keeping IT Secure 1 1 7 7 Managing Requests, Service Levels, and Keeping IT Secure full c907492c-33af-443c-9c7e-d4cee938748a https://conpuntoykoma.com This is the final episode of our ITIL 4 Unplugged series, wrapping it all up with three critical ITIL practices: Service Request Management, Service Level Management, and Information Security Management. Sarah and Chris briefly touch on Capacity, Availability, and IT Service Continuity Management, as they all contribute to maintaining strong service levels.

]]> This is the final episode of our ITIL 4 Unplugged series, wrapping it all up with three critical ITIL practices: Service Request Management, Service Level Management, and Information Security Management. Sarah and Chris briefly touch on Capacity, Availability, and IT Service Continuity Management, as they all contribute to maintaining strong service levels.

]]> Sun, 09 Mar 2025 10:33:36 -0400 Con Punto y Koma Con Punto y Koma 371 This is the final episode of our ITIL 4 Unplugged series, wrapping it all up with three critical ITIL practices: Service Request Management, Service Level Management, and Information Security Management. Sarah and Chris briefly touch on Capacity, Availability, and IT Service Continuity Management, as they all contribute to maintaining strong service levels.

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: The Digital Maturity Model 2 2 1 1 ITSM Elevate: The Digital Maturity Model full 264f443e-97fa-4fb0-b126-92ee39f79acc https://conpuntoykoma.com A Digital Maturity Model is a framework that helps organizations assess and benchmark their progress in digital transformation (the digital strategy in ITSM/ITIL® 4)  across multiple dimensions. It typically defines progressive stages of maturity—from initial ad-hoc digital efforts to fully optimized capabilities—enabling businesses to evaluate their current state, identify gaps, and create targeted roadmaps for advancement. The model examines capabilities across key areas including strategy, customer experience, operations, technology infrastructure, data analytics, and organizational culture, recognizing that true digital maturity requires holistic transformation rather than merely implementing new technologies.

]]> A Digital Maturity Model is a framework that helps organizations assess and benchmark their progress in digital transformation (the digital strategy in ITSM/ITIL® 4)  across multiple dimensions. It typically defines progressive stages of maturity—from initial ad-hoc digital efforts to fully optimized capabilities—enabling businesses to evaluate their current state, identify gaps, and create targeted roadmaps for advancement. The model examines capabilities across key areas including strategy, customer experience, operations, technology infrastructure, data analytics, and organizational culture, recognizing that true digital maturity requires holistic transformation rather than merely implementing new technologies.

]]> Tue, 08 Apr 2025 09:18:47 -0400 Con Punto y Koma Con Punto y Koma 601 A Digital Maturity Model is a framework that helps organizations assess and benchmark their progress in digital transformation (the digital strategy in ITSM/ITIL® 4)  across multiple dimensions. It typically defines progressive stages of maturity—from initial ad-hoc digital efforts to fully optimized capabilities—enabling businesses to evaluate their current state, identify gaps, and create targeted roadmaps for advancement. The model examines capabilities across key areas including strategy, customer experience, operations, technology infrastructure, data analytics, and organizational culture, recognizing that true digital maturity requires holistic transformation rather than merely implementing new technologies.

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: From Chaos to Climb: The Human-Side Change in ITSM 2 2 2 2 ITSM Elevate: From Chaos to Climb: The Human-Side Change in ITSM full 81ce3da4-4b22-4472-9306-5c221ae5fd93 https://conpuntoykoma.com In this episode of The ITSM Elevate, we tackle the real monster behind every ITSM transformation: Organizational Change. Why is it so difficult? How can you navigate it? We explore two powerhouse frameworks—the Satir Change Model and Kotter’s 8-Step Process—to guide you through the emotional rollercoaster of change and land safely at the summit of service excellence. Get ready for stories, insights, and strategies to elevate your ITSM journey!

]]> In this episode of The ITSM Elevate, we tackle the real monster behind every ITSM transformation: Organizational Change. Why is it so difficult? How can you navigate it? We explore two powerhouse frameworks—the Satir Change Model and Kotter’s 8-Step Process—to guide you through the emotional rollercoaster of change and land safely at the summit of service excellence. Get ready for stories, insights, and strategies to elevate your ITSM journey!

]]> Wed, 23 Apr 2025 09:00:00 -0400 Con Punto y Koma Con Punto y Koma 371 In this episode of The ITSM Elevate, we tackle the real monster behind every ITSM transformation: Organizational Change. Why is it so difficult? How can you navigate it? We explore two powerhouse frameworks—the Satir Change Model and Kotter’s 8-Step Process—to guide you through the emotional rollercoaster of change and land safely at the summit of service excellence. Get ready for stories, insights, and strategies to elevate your ITSM journey!

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: Unlocking the Secrets of Modern Service Desk 2 2 3 3 ITSM Elevate: Unlocking the Secrets of Modern Service Desk full 84260b54-3c51-46ac-8531-46d82b800adc https://conpuntoykoma.com In this premiere episode of ITSM Elevate, we uncover what defines a truly modern service desk in today’s fast-paced digital landscape. From shifting beyond reactive support to building a culture of proactive communication, we explore how service desks can become trusted partners across the organization. You’ll learn how streamlined communication, empathetic support, and continuous feedback loops are redefining the role of the service desk—not just as problem solvers, but as experience enablers. Perfect for IT professionals aiming to elevate their impact through better connection, collaboration, and clarity.

]]> In this premiere episode of ITSM Elevate, we uncover what defines a truly modern service desk in today’s fast-paced digital landscape. From shifting beyond reactive support to building a culture of proactive communication, we explore how service desks can become trusted partners across the organization. You’ll learn how streamlined communication, empathetic support, and continuous feedback loops are redefining the role of the service desk—not just as problem solvers, but as experience enablers. Perfect for IT professionals aiming to elevate their impact through better connection, collaboration, and clarity.

]]> Fri, 16 May 2025 11:07:10 -0400 Con Punto y Koma Con Punto y Koma 331 In this premiere episode of ITSM Elevate, we uncover what defines a truly modern service desk in today’s fast-paced digital landscape. From shifting beyond reactive support to building a culture of proactive communication, we explore how service desks can become trusted partners across the organization. You’ll learn how streamlined communication, empathetic support, and continuous feedback loops are redefining the role of the service desk—not just as problem solvers, but as experience enablers. Perfect for IT professionals aiming to elevate their impact through better connection, collaboration, and clarity.

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: Keeping the lights on with Incident Management 2 2 4 4 ITSM Elevate: Keeping the lights on with Incident Management full 61772dc3-4395-48b1-9fa2-16e5db670ecf https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 21 May 2025 09:49:53 -0400 Con Punto y Koma Con Punto y Koma 1505 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: SLM, “Dear Service Provider, We Need to Talk…” 2 2 5 5 ITSM Elevate: SLM, “Dear Service Provider, We Need to Talk…” full 07aac59e-d566-4744-8c5e-5c58dfad6d7f https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 04 Jun 2025 09:30:00 -0400 Con Punto y Koma Con Punto y Koma 1487 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: Release vs Deployment - Behind the Curtain of Change 2 2 6 6 ITSM Elevate: Release vs Deployment - Behind the Curtain of Change full c79ec57d-353d-42b8-aab2-3d04bcd199dd https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 11 Jun 2025 08:15:00 -0400 Con Punto y Koma Con Punto y Koma 651 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No ITSM Elevate: Mapping the Digital Universe - Service Configuration Management Decoded 2 2 7 7 ITSM Elevate: Mapping the Digital Universe - Service Configuration Management Decoded full ca89e6c4-8e6b-46cc-b542-df40ddeb0db0 https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 18 Jun 2025 08:44:00 -0400 Con Punto y Koma Con Punto y Koma 1016 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No Elevate ITSM: Eyes Wide Open - Mastering Monitoring and Event Management 2 2 8 8 Elevate ITSM: Eyes Wide Open - Mastering Monitoring and Event Management full 6cb842b5-ddb6-47a5-a874-847becadf546 https://conpuntoykoma.com 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 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.

]]> Wed, 25 Jun 2025 08:58:00 -0400 Con Punto y Koma Con Punto y Koma 947 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No Elevate ITSM: The Problem with Problems – Inside ITIL 4 Problem Management 2 2 9 9 Elevate ITSM: The Problem with Problems – Inside ITIL 4 Problem Management full 53578328-3b2e-453b-97f7-da91af37f74c https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 02 Jul 2025 08:59:00 -0400 Con Punto y Koma Con Punto y Koma 767 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No Elevate ITSM: Not Your Grandma’s Help Desk 2 2 10 10 Elevate ITSM: Not Your Grandma’s Help Desk full 51ca9118-dfd1-45da-a470-47ffee80cd6d https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 09 Jul 2025 09:37:00 -0400 Con Punto y Koma Con Punto y Koma 823 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No Plugged In: Who Signed This Mess? Supplier Management Without Regrets 3 3 1 1 Plugged In: Who Signed This Mess? Supplier Management Without Regrets full 817f73c7-0065-453c-83d7-9b2085adf1d4 https://conpuntoykoma.com 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.

]]> 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.

]]> Thu, 17 Jul 2025 09:05:00 -0400 Con Punto y Koma Con Punto y Koma 815 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No Plugged In: The SIAM Fix 3 3 2 2 Plugged In: The SIAM Fix full f1c6be32-d79e-4eb4-84c2-e72de1d69d36 https://conpuntoykoma.com 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.

]]> 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.

]]> Thu, 24 Jul 2025 08:30:00 -0400 Con Punto y Koma Con Punto y Koma 1020 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No Plugged In: The Brain of IT - Why Knowledge Isn’t Power Until It’s Shared 3 3 3 3 Plugged In: The Brain of IT - Why Knowledge Isn’t Power Until It’s Shared full 4a481f27-2947-43fd-bf82-980b51867bbd https://conpuntoykoma.com 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.

]]> 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.

]]> Wed, 30 Jul 2025 08:49:00 -0400 Con Punto y Koma Con Punto y Koma 879 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.

]]> ITIL, it service management, itsm, incidents, problem-solving No