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Resource Library

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ITIL Capability versus ITIL Lifecycle?

Video | Jan. 02, 2014

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

15 Most Popular IT and Business Certifications for 2014

Special Report | Jan. 01, 2014

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.

A Guide for Maximizing your Training Dollars

Special Report | Jan. 01, 2014

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.

Five Phases of a Gap Analysis

Article | Dec. 05, 2013

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

Key Differences in Global Knowledge's ITIL Training

Video | Oct. 31, 2013

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

Why is ITIL Important?

Video | Oct. 31, 2013

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

Enhancing the Value of ITIL® and TOGAF®

Webinar – Recorded | Aug. 29, 2013

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. 

ITIL Mission Statement: Key to Better Services

Article | July 29, 2013

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.

SIP and the Art of Converged Communications

White Paper | June 18, 2013

Session Initiation Protocol (SIP) is an internet signaling protocol, developed by the IETF (starting in 1996), for establishing, maintaining, and tearing down sessions between a variety of real-time media, including voice, video, and chat. SIP allows endpoints to locate other endpoints, whether stationary or mobile. SIP doesn't have to worry about transporting voice or video as Real Time Transport Protocol (RTP) takes care of that. It also relies on Session Description Protocol (SDP) to negotiate capabilities and codecs. SIP does not provide a Directory Service or Authentication, but it does work with services such as LDAP or RADIUS. SIP is only concerned with signaling. This white paper is going to look at the way SIP is used in the converged Unified Communications environment.

What’s in a CSI Register?

Article | June 14, 2013

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.