Resource Library

Samuel Brown, project management instructor and consultant, has taught Global Knowledge courses for more than fifteen years. In this video clip, Samuel discusses Global Knowledge's unique and effective approach to helping students prepare for PMP certification.

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

Global Knowledge Course Director Samuel Brown introduces the Work Breakdown Structure and why it matters to project management.

As an IT professional you deal day in and day out with securing operating systems, patching software, installing and configuring firewall and routers But what about the physical infrastructure? Do you understand how simple techniques can allow theft of your company resources? In this session we will discuss how to reduce the possibility of loss of data and equipment. Physical security may not be part of your job but you should be aware and having discussions with the personnel who are responsible. Or does Physical Security become one of your job responsibilities? Come to this session and learn about one of the most important and yet least thought about areas of security by IT professionals.

Whether you're a Project Manager or a Business Analyst, you can certainly relate to a situation where you've felt like your cohort on a project was from a completely different planet! This panel discussion webinar between our PM expert, Ori Schibi, and our BA expert, Cheryl Lee, will explore some of the misconceptions that each role has and learn how to play nicely with each other in the project world.

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.

Today, every project comes with limited resources and an impossible timeline. You have to prioritize, but how do you determine what's most important? The answer is to do more than just prioritize. You have to fully understand your company's strategic direction and make every action align with that strategy. In this hour-long webinar, project management expert Yvan Bastien will show you how to reach that full understanding and make the kinds of informed decisions that lead to success.

Global Knowledge Senior Business Skills instructor Samuel Brown covers tips for preparing and practicing for the PMP exam.

Michael Scarborough and Ryan Ballmer, co-authors of Global Knowledge ITIL courseware, discuss the difference between ITIL Capability courses and ITIL Lifecycle courses.

In this report, I've reviewed the 15 most popular certifications according to our more than 12,000 North American respondents to our annual IT Skills and Salary Survey. For each certification, you'll find a brief description, the average salary, and some insight into why it is popular.

You know you need to invest in training, but how do you get the best return on investment (ROI) from your training dollars? To help you make smart training decisions, we've put together this guide, which illustrates some alternative and little-known payment options, the types of discounts and promotions available with training and a suggested list of courses that give you excellent value.

Global Knowledge Senior Business Skills instructor Samuel Brown covers tips for preparing and practicing for the PMP exam.

A gap analysis is a tool that ITIL recommends organizations use to compare their current state to some future desired state.

Co-authors Michael Scarborough and Ryan Ballmer discuss some key differences in the new Global Knowledge ITIL courseware.

Michael Scarborough and Ryan Ballmer, co-authors of Global Knowledge ITIL courseware, discuss why ITIL is important to businesses.

You have spent money on software and hardware, implemented best practices, and believe you are secure, right? You may have overlooked the weakest link: your employee. Many breaches occur as a result of an employee mistakenly clicking on a link or visiting a site that allows a virus to be unknowingly downloaded, giving hackers access to your network. Today, a well-trained workforce is a necessity and may even be your most important cybersecurity tool. In this webinar, security expert David Willson will discuss how many breaches have occurred and are occurring, the tools and techniques hackers use to trick employees into clicking on links or opening attachments, and how to prevent such behavior.

Traditionally, ITIL and TOGAF professionals have been part of different teams within an organization. Due to the ongoing alignment of business and IT, these professionals now often find themselves on the same team. Because of this crossover, there is a growing trend towards organization of work based on multiple best practice models. 

For a project manager (PM) who has served as a military officer on a battalion or higher staff, the parallels between the military decision-making process (MDMP), the orders production process, and project management doctrine prescribed by the Project Management Institute (PMI) are difficult to ignore. Both the MDMP and the processes outlined in A Guide to the Project Management Body of Knowledge—Fifth Edition (PMBOK® Guide) are iterative in nature, allow for the introduction of changes to the original plan, assign tasks and responsibilities, and involve the concept of managing the scope of the operation or project.

Many I&O leaders and customers see little value from investments in ITIL. Not getting the Return on Investment (ROI) you expect normally comes from using ITIL incorrectly. You, your staff, and your customers must share the same goals and understand exactly what to expect from your ITIL investments. The goal of ITIL is not “business and IT alignment” or “competitive advantage from IT investments.” Instead, its first goal is to stabilize service operation. This builds a base for the second goal: increasing value through service optimization. You must have clear-cut, documented, and managed expectations for each activity, and order is vital. Success requires that you stabilize service delivery before trying to optimize. Focusing on the correct goal and linking each ITIL task to that goal is the correct use of ITIL.

ITIL is generally not prescriptive. In reality, the CSI Register at any given organization might look significantly different than the example given in the CSI book. The fields given in this example are important. 

Once an organization has categorized suppliers, one of the benefits that is quickly realized is an understanding of how supplier changes affect the buying organization and vice-versa. Changes are the modification, addition, or removal of something from the environment. The scope and scale of each change can be different. Change management covers everything from regular, low-risk, operational modifications all the way to significant organizational strategic shifts.

Organizations that plan for and conduct supplier management according to defined processes and boundaries are more likely to receive predictable, high-quality goods and services from their suppliers in a timely manner.

Lessons learned is a theory, or conclusion, based on evidence at a given time and describes what went wrong (as well as what went right) throughout the lifecycle of a project. Although it’s completed during the project closeout process, it should occur during the entire project lifecycle to ensure all information is captured and documented. Consequences of not having a project review of lessons learned are the increased likelihood of repeating actions that might have caused:

Previously I discussed service providers and their risks in the example of my involvement with a landscaping company. ITIL clearly states that services, “…deliver value to customers by facilitating outcomes customers want to achieve…” However, sometimes organizations and people focus on outputs as opposed to outcomes, which sacrifices some of the value of the service. This leads to a question, what is the difference between an outcome and an output?

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.

Your business has been hacked, leaving you with a persistent bot; now what? In this hour-long webinar, security expert David Willson will discuss ways you can eliminate the threat in an act of self-defense or defense of property. As new laws are explored, old ones amended, and solutions sought, you'll take a look at thinking outside the box to give the good guys the advantage-or at least a fighting chance.

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".

In this hour-long webinar, security expert and Global Knowledge instructor Phillip D. Shade will provide insight into the emerging network security science of network forensics analysis, a.k.a. security event analysis and reconstruction. Using case studies, you will examine the role of data retention in network forensics analysis, and you will learn about applying forensics analysis techniques to handle application-based attacks, VoIP call interception, and worms, bots, and viruses.

In this hour-long webinar, Global Knowledge instructor John Barnes will guide you through implementing Cisco private VLANs. He will review VLANs and 802.1q, and he will discuss private VLAN fundamentals and operation, covering primary VLANs and secondary VLANs. He will cover VLAN mapping and discuss using private VLANs between multiple switches. He will also provide a use case example.

Planning for a cyber disaster makes recovering from one much easier. Still, as important as disaster planning is, it's often overlooked or put off until it is too late. In this webinar, Global Knowledge instructor Debbie Dahlin discusses planning for the unexpected -- whether the unexpected means a simple power outage, a network security breach, or a major natural disaster. She'll discuss risk analysis and risk management techniques and explain the importance and process of creating a business continuity plan. Using a fictional company as an example, Debbie will walk you through the disaster planning process a security professional should use, and she will provide simple tricks to reduce your company's downtime before, during, and after a disaster.

In this webinar, you will examine the need for IPv6 and whether it's possible to survive on IPv6 alone. You will learn ways to phase in IPv6 and how to successfully migrate to IPv6.

In this webinar, the second of two based on our Cybersecurity Foundations course, you'll build on what you learned in the first of the series, Protecting Your Network with Authentication and Cryptography.

In this webinar, the first of two based on our Cybersecurity Foundations course, you will examine the following topics: verifying users and what they can access, ways a user can be validated to computer and network resources, how cryptography is used to protect data, symmetric and asymmetric encryption and hashes.

The flexibility, reduced cost, and mobility of cloud computing have made the concept a hot topic. Before implementing this method of computing, however, it is important to consider the security of the "cloud." During this webinar, we will help you understand some of the risks and benefits of cloud computing so you can decide if it is the right solution for you.

Wi-Fi networks have been misunderstood by much of the IT community since their inception. Even the reasons for this misunderstanding are kind of hard to understand. The result has been that myths about 802.11 (better known as Wi-Fi) networks have grown almost as fast as the technology itself. In this web seminar, we'll examine 11 common Wi-Fi myths and explore ways to use correct information to make your networks scalable, secure and satisfying for your users.