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IT Horror Stories

Article | Oct. 08, 2018

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

6 Things IT Professionals Can Learn from the Film “Groundhog Day”

Article | Feb. 01, 2018

Aside from plenty of laughs, the 1993 film “Groundhog Day” actually delivers powerful messages about change, love and the too-often-overlooked importance of being courteous to others. Phil is unable to break the time loop until he totally changes who he is. Unless you’re as selfish and heartless as Phil, you probably don’t require this type of transformation to break the repetition. But everyone could stand to make a few smaller changes to get the most out of life and your profession.

Guide to ITIL® Certifications and Tips for Exam Success

White Paper | Jan. 03, 2018

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.

Understanding Google Cloud Platform: Architecture

White Paper | Nov. 20, 2017

Google Cloud Platform (GCP) is Google’s public cloud offering comparable to Amazon Web Services and Microsoft Azure. The difference is that GCP is built upon Google's massive, cutting-edge infrastructure that handles the traffic and workload of all Google users. There is a wide range of services available in GCP ranging from Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) to completely managed Software-as-a-Service (SaaS). We will discuss the available infrastructure components and how they provide a powerful and flexible foundation on which to build your applications.

You’ve Completed ITIL® Foundation: Now How to Implement It

White Paper | Nov. 30, 2016

Shortly after being awarded an ITIL® Foundation certification, a recipient’s natural inclination is to ask: “Now what? How do I take the best practices I’ve learned and apply them to my organization?”

Overcoming Barriers to Creating a Knowledge Management Culture

White Paper | March 29, 2016

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.

Business Process Modeling: From Macro to Micro

Webinar – Recorded | Nov. 12, 2015

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.

How to Measure Your IT Department for Better Service Delivery

White Paper | Oct. 22, 2015

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.

Aligning IT and Business for Better Results

Webinar – Recorded | Aug. 25, 2015

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.

Understanding the Objectives of the Event Management Process

Article | July 03, 2015

A strong event management process that is able to detect changes of state throughout an organization’s IT environment is a key aspect of a complete suite of service management processes. Event management ultimately helps an organization maintain control through an understanding of the state of things, and how the state of those things changes in an IT environment.