Episode 19: Service Offerings Explained
Service offerings form the bridge between a service provider and the consumers who benefit from their services. In this episode, we’ll define what an offering is in ITIL terms — a formal description o...
1 Sep 202520min
Episode 18: Utility and Warranty — Twin Pillars of Service Value
Utility and warranty together define whether a service truly delivers value. In this episode, we’ll revisit and expand on these two foundational concepts. Utility is fitness for purpose — does the ser...
1 Sep 202523min
Episode 17: Understanding Risk in Services
Risk is an unavoidable part of delivering services, and ITIL places strong emphasis on understanding how risk shapes outcomes. In this episode, we’ll explore the ITIL definition of risk as a possible ...
1 Sep 202519min
Episode 16: Outputs vs. Outcomes — Getting Real Results
One of the most important distinctions in ITIL is between outputs and outcomes. Outputs are the direct deliverables of a process — the things you produce, like a software update or a report. Outcomes ...
1 Sep 202522min
Episode 15: Cost and Value — What’s the Difference?
In service management, cost and value are closely linked but not the same. This episode focuses on distinguishing these two concepts, which the exam often tests in subtle ways. Cost represents the res...
1 Sep 202523min
Episode 14: Value in Everyday Life
Abstract definitions can be difficult to grasp, so this episode connects ITIL’s concept of value to examples you use every day. Think of subscribing to Netflix, hailing a ride on Uber, or ordering thr...
1 Sep 202523min
Episode 13: Service Management as a Practice — What It Means
Service management is more than a collection of processes; it is a professional practice that organizations adopt to consistently deliver value. In this episode, we’ll define what ITIL means by “servi...
1 Sep 202524min
Episode 12: Customers, Users, and Sponsors — Roles in Service Management
Service management is not just about technology; it’s about people and their roles in creating and consuming value. In this episode, we’ll explain the three primary roles ITIL identifies: customers, u...
1 Sep 202522min
