Worldwide Locations
67 Results Found
Project Scope Management sets the foundation for the creation, development and successful delivery of a project. Learn about the project management process here.
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?
While cybersecurity remains the most popular certification category in our IT Skills and Salary Report, foundational-level certifications highlight our list of the most popular IT certifications of 2020.
According to the Global Knowledge IT Skills and Salary Report, women make up 16% of the tech workforce, and an even smaller percentage (8%) are at the senior or executive level. Here’s an overview of the most popular and most pursued certifications by women in tech.
Global Knowledge Practice Leader, Craig Brown, explains what students will learn in our "Monitoring and Troubleshooting the Performance of a Windows Server Environment" workshop.
Co-authors Michael Scarborough and Ryan Ballmer discuss some key differences in the new Global Knowledge ITIL courseware.
You may have heard about IT service management and ITIL being yesterday’s news, but the survey suggests you need to re-evaluate those rumors. The enduring value of ITSM credentials and practices have been championed by Gene Kim, one of the Godfathers of the DevOps world, who has said, “It is my firm belief that ITSM and the DevOps movement are not at odds. Quite to the contrary, they’re a perfect cultural match.”
As the technology industry has advanced, the professional certification industry has grown alongside it. The Global Knowledge 2016 IT Skills and Salary Report revealed that Cisco, Microsoft, IT service management, ITIL and security certifications are the most lucrative to obtain.
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.
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".