Resource Library

In 2020 we will see the complete ITIL4 education portfolio released and in all likelihood the start of the retirement of the ITIL v3 qualifications. Our ITIL guru, Barry Corless lead author for ITIL4 incident and problem management practices, will talk about the course content, the practical skills you’ll learn, and who will benefit from attending each courses. If you plan to continue your ITIL education then you cannot afford to miss this webinar.

Use cases are an effective and widely used technique for eliciting software requirements. In this hour-long webinar, software development and process improvement expert Karl E. Wiegers will introduce you to a practical and straightforward use cases approach to requirements elicitation. You will learn how to focus on the goals that users have with a system, rather than emphasize system functionality.

Event management, although theoretically different, is fundamentally what most IT organizations refer to as “monitoring.” Monitoring an organization’s environment to determine whether important assets are in the state they should be, and knowing when that state changes, is a very important activity that many organizations spend significant portions of their budget doing.

A major challenge of problem determination is dealing with unanticipated problems. It is much like detective work: finding clues, making educated guesses, verifying suspicions, and other considerations. An ideal strategy for problem prevention is to monitor the system regularly. Use the strategies outlined in this paper to minimize downtime and detective work so you can maximize performance.

Amazon Web Services (AWS) offers increased agility, developer productivity, pay-as-you-go pricing and overall cost savings. But you might wonder where to start, what pitfalls exist and how can you avoid them? How can you best save time and money? Learn what you need to know and where to start before launching an AWS-hosted service.

These technology job roles are proven to be essential during a crisis as enterprises scramble to change strategies and meet goals. The skills demonstrated by IT professionals in these 10 positions can make the difference between business success and failure, especially during a recession.

Microsoft SQL Server has evolved over the years as a scalable, robust database management system and is now competing in the VLDB (Very Large Database) space with Oracle and IBM. The market share for the product continues to grow, based on total cost of ownership and ease of use. This white paper outlines some of the important fundamentals of Microsoft SQL Server 2008 that every DBA should know.

UFFA, which stands for “Use it, Flag it or Fix it, Add it,” is the responsibility of every support professional in the knowledge management process. It comes from the Knowledge-Centered Support (KCS) methodology where knowledge management is based on collaboration and a shared ownership of the knowledge base. Let’s break it down.

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.

A strong event management process that is able to detect changes of state throughout an organization’s IT environment is a key aspect of a complete suite of service management processes. Event management ultimately helps an organization maintain control through an understanding of the state of things, and how the state of those things changes in an IT environment.