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Cisco Collaboration Systems Release (CSR) 10.6, along with CUCM 10.5(2), enhances the user and administrator experiences and interactions. In many cases, a change to one product may necessitate changes to other products. For example, where the deployment options for video conference control changed to place all control behind the Telepresence Conductor, Cisco Prime Collaboration management tools had to be updated to reflect this new deployment approach. As new endpoints are added, CUCM and Prime Collaboration both needed to be updated to reflect the new endpoints.
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.
On February 17, 2015, Cisco announced changes to the existing voice and video certifications and detailed the new collaboration certification portfolio. This white paper provides an overview of the changes to Cisco certifications with respect to voice and video, outlining dates, and deadlines that may affect your certification process.
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.
Learn the ITIL® concepts of accountability, boundaries, and consistency (the ABCs) and discover how ITIL helps establish, manage, and maintain the ABCs.
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.
Michael Scarborough and Ryan Ballmer, co-authors of Global Knowledge ITIL courseware, discuss how to become an ITIL expert.
Simulate the ITIL v3 Service Management Lifecycle with an interactive gaming experience.
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.
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.