Elevate ITSM: Not Your Grandma’s Help Desk

Plugged In: The Brain of IT - Why Knowledge Isn’t Power Until It’s Shared

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.

Plugged In: The SIAM Fix

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.

Plugged In: Who Signed This Mess? Supplier Management Without Regrets

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.

Elevate ITSM: Not Your Grandma’s Help Desk

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.

Elevate ITSM: The Problem with Problems – Inside ITIL 4 Problem Management

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.