Resource Library

Using ITIL can improve your IT service levels, customer service ratings, business productivity and reduce operating costs, but getting started can be overwhelming. Gain the understanding you need to adopt and adapt ITIL with instructions and tips for important steps such as internal employee communications, determining potential pain points and methods for evaluating your existing processes.

Mark Morgan is a Global Knowledge Senior Instructor. He has worked in the IT industry for over 20 years and has taught Microsoft courses for Global Knowledge since 2000. In this video clip, Mark discusses the top differentiators in Global Knowledge's Windows 7 and Server 2008 Boot Camps.

Global Knowledge instructor Mark Baugher discusses how to use System Center 2012 Configuration Manager to report on installed software on computers.

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.

In this hour-long webinar, Global Knowledge course director Brian Egler will examine key new features of Microsoft SQL Server 2016 that demonstrate how it provides automatic end-to-end security, seamless generation of business analytics and elastic integration of data in the cloud.

With Microsoft SQL Server 2016, you can distribute your data to the cloud using the Stretch Database feature to improve local access while allowing cloud access to large amounts of historical data. You can also provide transparent end-to-end security using Always Encrypted technology and track changes automatically through temporal data. Download this white paper to learn why these features and more make SQL Server 2016 Microsoft's most important release to date.

The ITIL® event management process defines three event types: informational, warning and exception. In this post, I will discuss the different event types and give real-world examples of each.

PowerShell is the perfect tool for capturing the best practices that your IT staff already implements manually, and transforms that with scripting. It provides the ability to cross-reference information from a variety of different sources, and apply custom solutions that marshal your unique resources to solve the problems you face. The tool is easy to learn, included for free with all your Windows OSs, and provides enormously rich possibilities to grow skills over time.

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.

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.

Microsoft Office 365 has a vast array of features to explore. A rich administration interface, streamlined security, and versatile migration options make this one of the most interesting products when it comes to an SaaS public cloud solution.

Global Knowledge instructor Mark Baugher shares three quick tips on how to use Microsoft PowerShell 4.0 more effectively: Discoverability using the Get cmdlet, dot notation and pipeline.

In this paper, we explore the basic usage of PowerShell in the pursuit of automating the management of Hyper-V deployments. This paper is targeted to IT professionals who have been "GUI-bound" to their management interfaces and have been working with or are embarking on the journey of Hyper-V administration. We'll explore the usage of Hyper-V specific cmdlets with the intent of ultimately being able to include multiple cmdlets in a "script" to allow for pushing one button and accomplishing the combined actions of many multiple mouse clicks in the GUI. No more repetitive tasks!

Interested in SharePoint 2013 developer training?  Learn from SharePoint instructor Tracy Wallace, if you're ready and which SharePoint 2013 developer class you should take.

When we learn a concept for the first time, the newness of it tends to become embedded with the learning process. We remember the new idea's significance and forever after remember it as new. The initial impact of a discovery can prevent the concept from aging. At the same time, we realize how quickly technology advances. Is it time to evolve your expertise?

Unless you know the meanings of the five symbols regularly used in PowerShell, they can obscure the purpose and actions of a PowerShell script. There will always be new cmdlets to decipher. Each new operating system release and application version will include new and useful cmdlets along with new parameters for existing cmdlets. You can't memorize them all, but with the basic knowledge of these particular symbols, you should be well equipped to follow the logic of many scripts.

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.

Dynamic Access Control (DAC) in Windows Server 2012 lets you manage access to documents in ways that go beyond classic NTFS (New Technology File System) permissions. For example, if you want to allow a set of users in an office across the country or across the globe read-only access to files relating to the Wind Turbine Project, DAC can do the job.

Through the use of automation, compliance, self-service portal, and standardization, Microsoft's System Center Service Manager can support the best practices found in the Information Technology Infrastructure Library (ITIL®) and the Microsoft Operations Framework (MOF). Service Manager also has built-in processes for Incident and Problem management, Change and Configuration management as well as Asset Lifecycle Management.

Learn the ITIL® concepts of accountability, boundaries, and consistency (the ABCs) and discover how ITIL helps establish, manage, and maintain the ABCs.

One of the most significant new features in Microsoft Windows Server 2012 is the Hyper-V Replica (HVR) capability. Whether you are considering this for your own organization or just prepping for your Windows Server 2012 MCSA, this white paper presents the essentials of deploying this disaster recovery feature.

In this video, instructor Glenn Weadock explains the Windows 7 library concept and how it replaces the traditional "My Documents" user profile folder by adding the Public profile to the user profile.

The Microsoft Assessment and Planning (MAP) Toolkit is an free inventory, assessment, and reporting tool from that helps you assess your current IT infrastructure and determine the right Microsoft technologies for your IT needs.

Public Key Infrastructure (PKI) can become a fairly complex environment and deployment, as it involves multiple components that all need to work together smoothly. Understanding the theory of how it all works will help in building a solid foundation for this complex technology in your organization. Although there is always something new to learn in PKI, this white paper gives you a great overview of the core configuration of your Microsoft CAs.

You will learn how many organizations approach change management as compared to how best practices dictate that change management should work. Global Knowledge instructor and ITIL Expert Michael Scarborough will fill you in on the purpose of change management and the difference between change management and change tickets. He will provide a high-level guide for establishing a change management process that uses real-world examples as its basis.

Having options in life is usually a good thing. Do you want a cheeseburger or pizza for lunch? Water or sweet tea? And, if you’re going to take a Microsoft certification exam, do you prefer to take it at a Pearson VUE Authorized Test Center or in the comfort of your own home or office?

Michael Scarborough and Ryan Ballmer, co-authors of Global Knowledge ITIL courseware, discuss how to become an ITIL expert.

More challenging Microsoft certification exams require the demanding Microsoft boot camps at Global Knowledge. Rebuilt from the ground up to provide students all the study tools needed to master the Microsoft skills needed to certify and succeed.

Interested in SharePoint 2013 administrator training?  Learn from SharePoint instructor Tracy Wallace, if you're a good candidate and which SharePoint 2013 administrator class you should take.

In this video, instructor Charles Strother does a quick overview of what is needed to install a Read-Only Domain Controller (RODC) in a Windows Server 2008 environment.

Simulate the ITIL v3 Service Management Lifecycle with an interactive gaming experience.

If you're running SharePoint 2010, learn how SharePoint 2013 is different and what you'll need to learn to deploy it effectively.

In this hour-long webinar by Global Knowledge instructor and ITIL Expert Michael Scarborough, you will learn how to study for and succeed in passing ITIL Intermediate Exams. You will learn how to approach an ITIL Intermediate exam, the true/false approach and why it works and how to study for the ITIL Intermediate exams.

In this video, you will learn about the latest version of ReportBuilder available in SQL Server 2008 R2.

In this video, instructor Glenn Weadock examines new Taskbar capabilities, such as pinning non-loaded programs, customizing the jump list, and selectively hiding all but one active program.

In this video, Practice Leader Craig Brown discusses our exclusive Server 2008 course - Configuring, Managing, and Maintaining Server 2008 R2 (M6419). Specifically, the enhancements we've made to this course through Server 2008 R2 supplemental learning materials and custom hands-on labs that enable the student to utilize critical Server 2008 R2 functions after completing the course.

Nasser El-Batal will walk you through the most useful, recognized, and mandated ITSM best practices in the industry: TOGAF, COBIT and ITIL®. He will highlight the benefits of integrating them into a single implementation program to avoid project disaster. Discussions are focused on "Getting Your House in Order" and how to establish your own organization-specific business transformation program, while increasing your organization maturity.

Cloud computing enables development teams to get applications into production faster. IT Service Management (ITSM) leaders must adopt new strategies and change existing processes or risk becoming a barrier to success. Cloud computing requires DevOps-the blending of development and operations with the goal of accelerating time-to-market and reducing time-to-value. The good news is that ITIL® is uniquely positioned to accelerate DevOps, but it requires changes to existing ITSM processes.

In this video, you'll learn how to utilize a great new feature of SQL Server 2008 called Policy Based Management for Multi-Server Management capabilities.

In this video, you will learn how to a use a new feature of SQL Server 2008 R2 and Office 2010 called PowerPivot for Self-Service Business Intelligence.