Resource Library

Thinking about getting ITIL certified? In this post, we cover the value of each ITIL certification and dive into survey results to determine whether ITIL certifications are worth it. The results are in!

This white paper describes a technique for defining processes called SIPOC (Suppliers, Inputs, Process, Outputs, and Customers). SIPOC provides a structured way to define the key elements of any process. SIPOC can be used as a means of defining any of the service management processes presented in ITIL® best practices. Furthermore, SIPOC can be used as the preliminary input into the more formal documentation of a process in one of many process design tools.

Whether you are a seasoned computer user or new to the MS Office environment, we are sure you have some questions regarding Office 365. This webinar will help demystify the differences between Office 365 in the Cloud and on your PC. Find out when to use one over the other. Have you wondered when should you use OneDrive over SharePoint. Can you just use PowerBi Desktop or should you subscribe to the PowerBI Service? What is Delve? Is Flow a useful tool and how could you use it?

In this hour-long webinar, Global Knowledge instructor and ITIL Expert Michael Scarborough will share his knowledge and expertise on various aspects of incident management and problem management processes. He will help you understand the difference between incidents and problems and between incident and problem management, providing examples from his own experience to drive the concepts home. Michael will also provide an overview of who performs various incident and problem management activities in an organization.

Global Knowledge subject matter experts predict the top trends for 2020 in IT training, Microsoft, Cisco, AWS, cybersecurity and more.

System Administrators, or SysAdmins, are the “installation specialists,” “configuration specialists” and “fixers” in IT. If you’ve ever seen Pulp Fiction, SysAdmins are like Winston Wolfe — their job is to solve problems.

IT is a very fast changing industry – what is hot today may be a tiny niche market in only a few years and lesser known things may turn out to be huge trends. That having been said, there are many certifications that will be around for a long time. However, this does not imply that recertification and/or continuing education credits are not required to maintain certification. Predicting the future is always challenging, including in IT, but these certifications are good bets.

Digital transformation means different things to different people. One fact they all agree on is that the capability needed to manage this new paradigm will lead to new ways of working, new skills, new technology and embracing more collaborative ways of co-creating value. That challenge has been the driving force for the latest iteration of ITIL®.

Change is the order of the day, and if anything, the pace of business and technology change is accelerating. The business and customers are looking to IT service providers to be more responsive, delivering more frequent service changes with higher quality-resulting in services that deliver more value to the business. In order to continue to be relevant and of high value, ITIL must continue to benefit from other complementary best-practices for IT. DevOps, an approach that encourages improved communication, collaboration, and teamwork across development and operations, can have a positive influence in improving ITIL processes across the service life-cycle.

As IT departments struggle with skills gaps and businesses attempt to recovery economically from the COVID-19 pandemic, these 10 IT skills are essential to drive success. Job roles in these areas pay well, but decision-makers are struggling to find qualified candidates. If you’re looking to make an IT skills investment or start a new career path this year, these are the areas to consider.