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ITIL® Managing Professional Transition (Version 5) is a transition module designed for candidates who hold either the ITIL® 4 Managing Professional or ITIL® v3 Expert designation. It provides a fast-track route for experienced ITIL® professionals to transition to ITI...

This course provides IT leaders, practitioners, support staff and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful...

This module equips candidates to act with clarity and confidence by aligning technology investments with business strategy and outcomes, in line with ITIL® guidance. It helps ensure that digital products and services deliver measurable value while embedding a culture...

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

Gain the understanding you need to implement ITIL with instructions and tips for important steps and methods for evaluating your existing processes.

Look at the FAQ on why ITIL 4 is critical to service management in the digital age. ITIL 4 is the new way of digital revolution with updated technologies.

Too often metrics just tell us about the past without giving much insight into the future. This can be overcome by using a balance of leading metrics.

What's the correct sequence of activities for handling an incident? Find out why categorization occurs before initial diagnosis in the ITIL incident management process flow so you can answer this common ITIL Foundation exam question.

Learn more about why it is important to understand Supplier management, the value and trust it establishes between an organization and a supplier.

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?