Resource Library

No matter which IT field you're working in, there are several skills that are useful for every IT professional to know. Here, seven experienced IT professionals working in the networking, programming, project management, and security fields, share what they believe a...

Implementing business analysis (BA) in organizations needs to be done in a well-planned process. The three steps are contingent on the BA maturity of the organization, its vision for how BA will be used and the degree of executive sponsorship.

Aside from plenty of laughs, “Groundhog Day” delivers powerful messages about change, love and being a good person. Phil is unable to break the time loop until he totally changes who he is. Unless you’re as selfish and heartless as Phil, by making incremental changes over time you’ll bring success to your life and career.

You know you need to invest in training, but how do you get the best return on investment (ROI) from your training dollars? To help you make smart training decisions, we've put together this guide, which illustrates some alternative and little-known payment options, the types of discounts and promotions available with training and a suggested list of courses that give you excellent value.

Resource management is always an issue in any project, especially when the stakeholders from whom we need time have operational duties to perform.  If our requirements team was at our disposal 100 percent, always completed activities on target, and worked a full eight hour day without distraction or a loss of productivity, then estimating time would be simple. In this paper, we explore standard approaches to time estimation, the dangers of multi-tasking, and estimation alternatives, which consider work habits and productivity norms.

Learn the ITIL® concepts of accountability, boundaries, and consistency (the ABCs) and discover how ITIL helps establish, manage, and maintain the ABCs.

As organizations embark on agile initiatives, business analysts can serve a critical role in ensuring the success of those initiatives. This one-hour webinar will explore why business analysts embody core values and skills to thrive in an agile world. In this one-hour webinar, you will learn: Common myths about agile and business analysis, Agile roles for business analysts, BA skills for succeeding in an agile world, and Maximizing value – at the core of the BA role

Businesses today are more dependent on technology than ever. And, more than ever, they're looking to IT for ways to improve employee productivity, customer service and innovation. The challenge is that in order to achieve results with technology, IT and the business have to work collaboratively. IT needs to be able to develop the right relationships and communicate with different stakeholders from a business perspective - not a technical one. As a result, the transformation of the IT department has become a top-level priority for many leading organizations. At the same time, business leaders need to strengthen their business technology IQ and play a more significant role in the governance of IT.

If you’ve been wondering what are some good IT pranks for April Fools’ Day—or any other time of the year—this is the post for you. Whether you’re an IT pro with decades of experience or a noob who is about to learn that holding CTRL+SHIFT+ESC is a faster way to access the task manager (you’re welcome), we have an IT prank for you.

ITIL® 4 Foundation Bridge is a new Global Knowledge course that addresses the specific needs of professionals who have already achieved the ITIL v3 Foundation certification and wish to upgrade to ITIL 4. 

A quick 30 minute introduction to Business Analysis for those who are considering the field. This webinar looks at why the BA is essential to the business, what BAs do, and certification paths for Business Analysts. View the slide deck>

A quick 30 minute introduction to Business Analysis for those who are considering the field. This webinar looks at why the BA is essential to the business, what BAs do, and certification paths for Business Analysts. View the slide deck>

Business processes are complicated, and mapping them is not a trivial task. Modelling standards give us the tools to model complex processes, but they do not tell us the best way to approach a model or effectively use the tool. In this hour-long webinar, Global Knowledge instructor Rod Fage will guide you through the best way to develop a model, from determining the goal and scope of the process and measuring its effectiveness, to modelling the process in a hierarchical top-down approach, enabling business analyst to continuously validate the model.

Organizations launch projects with the assumption that the new or improved solution will provide worthwhile benefits for stakeholders and a suitable return on investment. By understanding your business requirements you ensure that your teams actually deliver those benefits. Keeping user and functional requirements aligned with the business requirements is a key to successful solution delivery.

Cloud computing enables development teams to get applications into production faster. IT Service Management (ITSM) leaders must adopt new strategies and change existing processes or risk becoming a barrier to success. Cloud computing requires DevOps-the blending of development and operations with the goal of accelerating time-to-market and reducing time-to-value. The good news is that ITIL® is uniquely positioned to accelerate DevOps, but it requires changes to existing ITSM processes.

Business analysts have the responsibility to gather, analyze, and validate business and technical requirements for their projects, thus they need structured facilitation skills to manage requirements meetings and workshops. In this one hour webinar you will learn the most important things to remember when planning a facilitated workshop and what types of questions to ask when eliciting requirements.

The 2021 revised and updated version CISSP (Certified Information System Security Practitioner) certification exam will be released on May 1, 2021. This new version of the popular CISSP exam will include a modest revision and re-organization of previously included topics, but will integrate a significant number of new topics.

With the onset of the Digital Age, IT professionals today are hit with a tsunami of changes! "By 2018, adoption of mobile, social, cloud, analytics will redefine 90% of IT roles" according to IDC 2014 Predictions: CIO Agenda. Large organizations are eliminating silos. Small and medium organizations are outsourcing technology services. Digital natives have entered the workforce. New roles will emerge as new ways of doing business are introduced and as old technology fades away. Today's IT professionals must adapt, and a new set of skills is in order. Join Pranav Shah, Manager of Information Technology and Security at Sony Canada, and Pam Maguire, Business Development Manager, Global Knowledge, for a 60 minute webinar on how to future-proof your IT career in the Digital Age. You will learn about how IT roles are changing, what organizations are looking for, and what you can do now to be ready.

Nasser El-Batal will walk you through the most useful, recognized, and mandated ITSM best practices in the industry: TOGAF, COBIT and ITIL®. He will highlight the benefits of integrating them into a single implementation program to avoid project disaster. Discussions are focused on "Getting Your House in Order" and how to establish your own organization-specific business transformation program, while increasing your organization maturity.

You will learn how many organizations approach change management as compared to how best practices dictate that change management should work. Global Knowledge instructor and ITIL Expert Michael Scarborough will fill you in on the purpose of change management and the difference between change management and change tickets. He will provide a high-level guide for establishing a change management process that uses real-world examples as its basis.

This certification and exam guide discusses the various ITIL® certifications and what they might mean to you, your organization, and your career, as well as provide important test-taking tips for the ITIL certification exams. ITIL certifications help individuals validate their ability to demonstrate skills from a foundational to a mastery level of IT service management. ITIL certification can often be a key differentiator in the marketplace as well.

It’s inevitable. At some point in your career, you’ll find yourself working alongside individuals who fall into the general category of “Difficult People.” The effects these people can have on an organization vary greatly but usually involve many problems for the team. This white paper describes some of the more common types of difficult people and provides you with tips on how to handle them.

When designing a structured business analyst interview, it’s crucial to have a goal in mind, a clear set of questions planned, and an understanding of how those questions may deviate from the intended goal. An interview has an intended line of questioning; it may also have alternate lines of questioning and unanticipated paths where the interviewee has raised issues or answered questions in a way the business analyst had not considered or planned. In short, an interview is a social process.

Measurements and metrics provide a view into every aspect of an organization. From resource availability to necessary improvements, measurements are the key to successfully understanding how your organization is performing. This paper will give you guidance on why measuring is important, how to get started, what types of metrics are available, what should be measured, and how to go about initiating improvements.

Answer the questions posed in our ITIL Decision Tree to see if you should pursue ITIL 4. It’s easy-to-follow and no matter how you answer, it will provide a distinct next step for your ITIL journey.

In this hour-long webinar by Global Knowledge instructor and ITIL Expert Michael Scarborough, you will learn how to study for and succeed in passing ITIL Intermediate Exams. You will learn how to approach an ITIL Intermediate exam, the true/false approach and why it works and how to study for the ITIL Intermediate exams.

Effective requirements collection at the outset of the project is the key step that will ensure that the project manager can deliver what is actually expected. In this respect, the business analyst must become a key ally and advisor to the project manager. Most project managers are not trained business analysts, so taking advantage of the skill set that a business analyst can offer can greatly enhance the possibility of project success.

We asked for your top IT horror stories, and you delivered. Read the most unexpected and cringe-worthy IT nightmares from fellow IT professionals.

ITIL® is still recognised as the de facto standard in delivering end-to-end, holistic IT services. The 4th iteration retains ITIL’s place as one of the key tools at the disposal of organization’s seeking to manage digital transformations.

The ITIL 4 update is the first since 2011, and will address the new processes, vocabulary, and methods used in modern IT, including DevOps, Agile, and Lean IT development.

Unified asset and service management software provides a common control center for managing business processes for both digital and physical assets. SmartCloud Control Desk is an Information Technology Infrastructure Library (ITIL®)-compliant software that is accessible through mobile devices and integrates with social media and development tools. Discover how to choose the delivery model you need such as on-premise, software as a service (SaaS), or VM image and seamlessly change it to suit your business needs.

According to the Global Knowledge IT Skills and Salary Report, women make up 16% of the tech workforce, and an even smaller percentage (8%) are at the senior or executive level. Here’s an overview of the most popular and most pursued certifications by women in tech.

While cybersecurity remains the most popular certification category in our IT Skills and Salary Report, foundational-level certifications highlight our list of the most popular IT certifications of 2020. 

Most Internet users don't realize that often a website or other service that seems slow to respond is actually working fine. Instead, it’s the resolution of DNS that is putting a glitch in your giddy up. Fortunately, there are several steps you can take to optimize your DNS to get better performance.

Discover the most common barriers you will face when implementing knowledge management and how to overcome them, so that your organization changes, over time, into a culture where knowledge sharing and reuse becomes second nature and part of the normal course of activity.

Being able to play both roles of a project manager (PM) and a business analyst (BA) is a great skillset to have. Learn how to ensure your team gets what it needs in these two key roles so that you all can deliver successfully.

Communication is vital within projects and contributes significantly to project success. PMs and BAs have important—and different—roles. Let's take a look.

Whether you're a Project Manager or a Business Analyst, you can certainly relate to a situation where you've felt like your cohort on a project was from a completely different planet! This panel discussion webinar between our PM expert, Ori Schibi, and our BA expert, Cheryl Lee, will explore some of the misconceptions that each role has and learn how to play nicely with each other in the project world.

Problem Solving - Root Cause Analysis using Kepner Tregoe

Most organizations quickly realize that knowledge management must be integrated with incident management in order to improve the quality of service and the efficiency of providing assisted service. What is not as quickly recognized is the value of integrating knowledge management with problem management.