Resource Library

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.

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.

After a review of Software-Defined Networking (SDN) and its close cousin Network Functions Virtualization (NFV), this white paper addresses three main deployment scenarios: SDN without deploying cloud computing, cloud computing without deploying SDN, and deploying cloud computing in conjunction with SDN. We'll look at use cases, when the approach makes sense, and any applicable limitations.

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.

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.

UFFA, which stands for “Use it, Flag it or Fix it, Add it,” is the responsibility of every support professional in the knowledge management process. It comes from the Knowledge-Centered Support (KCS) methodology where knowledge management is based on collaboration and a shared ownership of the knowledge base. Let’s break it down.

Amazon Web Services: An OverviewThere's a really good chance that Amazon Web Services (AWS) has more than a few products to help you work faster, smarter, and more cost effectively. After all, the depth and breadth of AWS is significant, comprising more than 30 services in dozens of data centers located in nine regions across the globe. They offer computing, storage, networking, deployment, management, and a host of supporting services, such as queues and email services. Getting a clear understanding of what AWS is and how it can help your business can be challenging. Never fear. In this hour-long webinar, Global Knowledge instructor and cloud and big data analyst Rich Morrow will help. He'll give an overview of AWS and its many benefits.

In this seminar, discover how OpenStack can simplify your cloud infrastructure management. Experts from Red Hat, the leading contributor to the OpenStack project, will fill you in on how organizations have solved problems and increased business value with open-source cloud technology. They will also give you a peek into the future of Red Hat OpenStack and reveal how Red Hat training and certification can ensure the success of your cloud deployment.

In this video, Practice Leader Craig Brown discusses the new Microsoft Cloud Computing platforms and how to keep your organization's data secure and functioning properly while operating either partially or entirely on the cloud.