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.

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.

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.