Resource Library

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.

None of us have much time to waste, so what can you do when your environment changes quickly and you need to come up to speed on a device that you have never seen before? You find the quickest way to bring yourself up to speed. Some of you will have experience with other vendors’ equipment, and some of you will not have much experience at all; therefore, we will focus on topics that will get your feet wet the quickest and have you talking Junos in no time.

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.

As long as I've been involved in service management, one of the perennial debates that's really never been resolved focuses around how many discrete processes ITIL describes. No such single list exists in the ITIL core books. However, section 4.1 of each of the ITIL 2011 core books shows the processes described within that specific book. When we deliver accredited ITIL training, if it is describe in section 4.1 of any of the ITIL core books, then it is considered a "process".

Global Knowledge Course Director and Lab Topology Architect Joey DeWiele, a specialist in Unified Communications, explains the difference between our Cisco Unified Communications courses - ACUCW1 & ACUCW2.