Resource Library

ITIL is generally not prescriptive. In reality, the CSI Register at any given organization might look significantly different than the example given in the CSI book. The fields given in this example are important. 

A video covering our Cisco Unified Communications courses - ACUCW1 & ACUCW2 - by Global Knowledge Course Director and Lab Topology Architect Joey DeWiele, a specialist in Unified Communications.

Global Knowledge Course Director and Lab Topology Architect Joey DeWiele, a specialist in Unified Communications, discusses Cisco Unity, Unity Connection & Unity Express.

Chief Technical Architect Craig Brown discusses the Windows 7 certification and skills tracks available to Global Knowledge students.

Organizations that plan for and conduct supplier management according to defined processes and boundaries are more likely to receive predictable, high-quality goods and services from their suppliers in a timely manner.

Previously I discussed service providers and their risks in the example of my involvement with a landscaping company. ITIL clearly states that services, “…deliver value to customers by facilitating outcomes customers want to achieve…” However, sometimes organizations and people focus on outputs as opposed to outcomes, which sacrifices some of the value of the service. This leads to a question, what is the difference between an outcome and an output?

Global Knowledge Course Director and Lab Topology Architect Joey DeWiele, a specialist in Unified Communications, explains the difference between Cisco's Call Manager Express & Call Manager.

Network security is everyone's concern, and this applies to computer security as well. Many security breaches occur due to user ignorance of basic security principles, not malicious intent. Network and computer security are like an onion - there are multiple layers. Good security begins with understanding what you can do to keep your systems safe and implementing a layered approach. If you depend on one program or feature to secure your computer, then when (not if, but when) that dependency is breached, you may have personal information stolen or even have your computer taken over.

What's the correct sequence of activities for handling an incident? Find out why categorization occurs before initial diagnosis in the ITIL incident management process flow so you can answer this common ITIL Foundation exam question.

Global Knowledge Course Director and Lab Topology Architect Joey DeWiele, a specialist in Unified Communications, explains QoS.