Resource Library

Kirsten Lora, Global Knowledge Senior Product Director, explains why business analysts are essential to organizations and how our Business Analysis Essentials and Business Process Analysis courses can help them in these roles

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.

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.

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.

The triple constraints model has been one of the main staples for teaching project management for as long as I can remember. The model is generally represented by a triangle with Scope on the horizontal leg, Time on the left leg, Cost or Resources on the right leg an...

Kirsten Lora, Global Knowledge Senior Product Director, discusses the benefits of our IT Project Management course.

As organizations look to do more with fewer resources and better leverage scarce knowledge across their entire organization, they have found that the traditional hierarchical management structure no longer meets the needs of the business. Enterprises have turned to the matrix organizational structure for increased flow of information across departments and greater flexibility and responsiveness.

Technology trends such as these show no signs of abating, and IT administrators need to be prepared. Having a well-rounded and versatile team of IT practitioners is becoming increasingly necessary. In the following article, we examine five key skills that every IT department should have covered, regardless of the size of the company.

These technology job roles are proven to be essential during a crisis as enterprises scramble to change strategies and meet goals. The skills demonstrated by IT professionals in these 10 positions can make the difference between business success and failure, especially during a recession.

Whether you are just getting started in business analysis or want to gain a better understanding of certain aspects of business analysis, we have compiled a list of frequently used terms to help you get started.