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Customer Experience (CX) and customer success are at the center of everyone’s strategy and IT plays a huge part in it. Your ability to get the right people and the right materials, to the right place at the right time, with the right skills makes you a very valuable player in the end-to-end delivery of IT services. Learn how to become a certified IT Service Management professional.

ITSM

ITIL v4 is the first major release of the celebrated best practices library in years. Learn all about the tremendous improvements included in the upgrade.
Some of the metrics involved in understanding service performance are more nuanced than others. Learn about some of the advanced ways service professionals use metrics to monitor and improve Service Desk performance.
Microsoft Server 2016 just keeps getting better. Learn about the latest improvements.
The long-awaited upgrade to the industry standard reference for service delivery best practices was recently released. Learn what's new in the new version of ITIL.
The new ITIL v4 certification offers two higher-level certification paths after completion of the Foundations exam. Will you pursue the Managing Professional or the Strategic Leader path? Learn what you need to know to inform your choice.
History of Agile project management methodology. How and why adaptive learning works. Keeping your options open. Balance up front work with just in time work. Business Benefits. Share results of methodology changes. Includes a multi-tasking exercise to demonstrate the value of your focus.
What are the essential bits of Agile Scrum? Mechanics: roles, ceremonies, artifacts, and implementation. How can it benefit your IT Development and Business process improvements. Includes a multi-tasking exercise to demonstrate the value of your focus.