Course Overview

Humanizing IT™ is a groundbreaking approach that integrates human-centered design into IT service management.

Humanizing IT™ is a groundbreaking approach that integrates human-centered design into IT service management. It focuses on improving the way IT services are designed, delivered, and experienced by ensuring they are intuitive, efficient, and aligned with real user needs. By bridging the gap between traditional process-driven IT frameworks and user experience, Humanizing IT™ transforms IT service management into a people-first discipline.

Designed for IT professionals across all levels, including service desk analysts, IT managers, and CIOs who wan to enhance their understanding of human-centered design in ITservice management, the Humanizing IT certification is offered in two modalities:

– A self-paced app which takes 6-8 hours to complete
– A one-day instructor-led master-class which includes the self-paced app as prework for the class.

Course Content

Adapt to the Changing Demands of IT Service Management with the HIT Double Diamond Framework (DDF™)

Navigate the increasing complexity of IT service management by leveraging the HIT DDF™ to align user needs to organizational goals, while respecting the operational complexity and constraints of IT organizations.

Challenge What You Think You Know

Utilize tools within the HIT DDF™, such as RIPP (Recognizing the Initial Perceived Problem) and Experience Lens Mapping, to challenge assumptions, identify gaps, and rethink outdated IT service management practices.

Equip Yourself with Human-Centered Design Skills

Turn insights into actionable priorities using techniques like Affinity Mapping, Synthesis, and Problem Framing, ensuring solutions address both user and business needs.

Course Overview

Cooperation between business and IT suppliers does not happen by itself. It requires direction! The governance of outsourcing is a high-priority agenda item for organisations. Service Integration and Management (SIAM) involves integrating the sub-services of all kinds of internally outsourced services (including shared services) and externally outsourced services (including cloud services) into an IT chain that increases the efficiency of business processes and helps realise business goals

In this 1-day simulation, you will experience what it means to run IT services with the support of multiple suppliers. You will experience how to integrate, orchestrate and contract outsourced IT services with multiple suppliers. How to build the bridge between the business (demand) and underlying service providers (supply) in order to deliver the value that the business needs

Company Events

These events can be delivered exclusively for your company at our locations or yours, specifically for your delegates and your needs. The Company Events can be tailored or standard course deliveries.Duration of the simulation 1 dayNumber of participants 8 – 12

Course Content

Hollywood Dreams produces several movies each month and sells movie tickets at the cinema. Hollywood Dreams faces an enormous challenge to improve sales and profit. It therefore outsourced IT services to three suppliers and expects these IT suppliers to automate and innovate to support its growth strategy.

You will be working as business managers, contract manager, integration manager, service manager or one of the 3 suppliers to make Hollywood Dream reach its goals.

Hollywood Dreams innovates its services, and in this simulation the business managers will bring in new ideas to increase sales and reduce costs. However, without effective collaboration with the suppliers this will be a challenge.

Later in the year Hollywood Dreams must be ready to launch the new James Bond movie. At this moment the organisation is not ready for such a huge program. But, hopefully there is enough time to prepare the suppliers and the own business processes.

Can the business work with the suppliers and take advantage of the upcoming blockbuster

You experience Hollywood Dreams optimally in one day with (one or multiple) teams of 8 – 12 people. While playing, there is enough time to reflect on one’s own work situation, thereby learning for current and future challenges.

Hollywood Dreams makes your employees better equipped to govern, manage and integrate services.

Set up of the Simulation

By playing in a number of game rounds and reflecting and improving between rounds you will also need to apply ‘continual learning and improving’ as a core team capability.

The simulation consists of 4 rounds. In each round, the team will experience one or more aspects of Service Integration and Management. Each round starts with preparation time in order to improve processes. Vendors can buy extra resources and the Contract Manager discusses the contracts and agreements with the suppliers. Fees need to be paid. Then the Business will share and prioritise the projects with the Integration Manager and the suppliers can start to plan applications, RFCs and innovations. In the meanwhile, incidents will be reported at the vendors of IT Support and IT Operations

Course Overview

70% of the IT departments are unable to demonstrate value to their business. The business and IT relationship is under strain, both parties blaming the other. IT is under increasing pressure to improve. New, disruptive technologies such as Cloud and social media, are emerging rapidly and businesses are demanding more and more IT. How can IT align with the business to ensure investments in emerging technologies deliver value, without negatively impacting existing services and capabilities? How can IT and business improve their relationship and gain a better understanding of each other? This simulation can be played by both business & IT people and can help create a better understanding and a shared commitment for improving business & IT alignment capabilities.

Why Grab@Pizza

  • Creating Business Value through IT
  • Developing an outside-in Customer focus
  • Understanding how to practically apply best practice such as COBIT, BRM (Business Reslationship management) to realize a sustainable change in attitude, behavior and culture in both the business & IT
  • Transforming ITSM and ITIL into a strategic capability
  • Aligning IT and business decision making
  • Improving end-to-end collaboration and communication
  • Duration of the simulation       : 1 day
  • Number of participants            : 8 – 12

Course Objectives

Each of the simulations will be customized towards your own organizational learning objectives and problems to be solved. However in general these are the primary objectives:

  • Learn how to internally align the ITSM processes to create value to the business whilst managing costs and risks.
  • Learn how to engage with the business in a dialogue of mutual understanding to agree and align priorities and decision making.
  • Learn how to balance IT investments and decisions around creating value and outcomes at the same time managing costs and risks.
  • Learn how to use the Jerry Luftman theory about Business and IT Alignment to assess weaknesses and identify improvement areas.
  • Learn how to implement effective communication and governance processes to make the right decisions.
  • Learn how to translate Business Strategy planning to IT Strategy planning
  • Develop an effective customer focus.

Course Content

About this Grab@Pizza™ simulation

Scenario Grab@Pizza is a very successful company selling millions of Pizza’s every year. But after 6 months in the current year, the sales figures are far below expectations. The CEO urged the Business Manager to make a challenging recovery plan. This plan is based on a 6 month strategy to bring the sales and profit back on target. IT is a crucial enabler for reaching new markets, streamlining processes and reducing administrative overheads. The IT department must organize themselves to explore the business demands, translate them to IT strategy and organize IT Support, IT Operations and Change Management to ensure that the Business is successful at the end of the simulation.

Objectives: This simulation can be used for many different situations. For each of the scenario’s we can offer separate reflection and discussions during the improvement cycles.

COBIT

The game can be used in combination with COBIT foundation or implementation training, and can also be used during COBIT implementation initiatives to create awareness, buy-in and help capture improvements. When played in this context we can focus on aspects such as:

  • Exploring business drivers and stakeholder needs;
  • Using the goals cascade to align business and IT goals;
  • Understanding RACI requirements for both Business AND IT;
  • Balancing decision making and priority mechanisms around ‘Benefits Realization’, ‘Resource optimization’ & ‘Risk optimization’;
  • Using Cobit to assess capabilities, agree and prioritize improvements between game rounds.

Business Relationship Management (BRM)

The game can be used in combination with the BRMP or CBRM training. It can also be used by BRM teams to promote BRM within their own organizations. Bringing Business and IT people together to explore and agree the role and importance of BRM and to capture improvements.

When played in this context we can focus on aspects such as:

  • Moving BRM from an ‘order taker’ to a ‘strategic partner’;
  • Understand the role of BRM as ‘Connector’,‘Orchestrator’, ‘Navigator’;
  • Understanding sources of ‘Value Leakage’ and how to optimize ‘Value realization’;
  • Explore the BRM role in Service Management and how frameworks such as COBIT and ITIL®

ITIL® practitioner

The game can be used in combination with ITIL® training, particularly ITIL® practitioner, as it provides ample opportunity to apply ITIL® theory and experiment with ITIL® practitioner TOOLKIT items in a case organization. It can also be played within organizations as a CSI instrument, and to support OCM (Organizational Change Management) initiatives to create-buy in and surface resistance. When played in this context we can focus on aspects such as:

  • Using the Guiding principles ‘focus on value’ & ‘design for experience’ to align with business needs;
  • How to effectively communicate and collaborate E2E;
  • Using CSI between game rounds to populate a CSI register and prioritize improvements to ‘progress iteratively’;
  • Using measurements and metrics that relate to business value and outcomes

Course Overview

Cloud computing means implementing and using cloud technology to provide IT-related services hosted off-premise. Usually cloud services are distributed over the internet. Cloud supports businesses by offering flexible IT solutions based on clear service level agreements (SLAs). The Cloud Computing Foundation certification requires insight in the basics of cloud technology, the relation between cloud and other areas of information management, and how cloud computing is incorporated in the business. This insight is based on knowledge of the fundamental concepts behind cloud, which includes understanding cloud architecture, design, and deployment.

Course Objectives

By the end of this course you will have learnt:

  • Essential elements of cloud computing
  • Pros and cons of cloud computing
  • Who’s who in cloud computing and the product and services they offer
  • The business case for going to the cloud
  • How to build a cloud network
  • Virtualization architecture
  • Products used to implement the virtualization architecture
  • Security and privacy issues with cloud computing
  • Federation and presence
  • Cloud computing standards and best practices
  • Platforms and applications used by cloud computing end users
  • How mobile devices can be used in the cloud

Course Content

1. The principles of Cloud computing

  • The concept of Cloud computing
  • The development of Cloud computing
  • Cloud computing architecture
  • Advantages and disadvantages of Cloud computing

2. Implementing and managing Cloud computing

  • Building a local Cloud environment
  • Managing Cloud services

3. Using the Cloud

  • Accessing the Cloud
  • The Cloud and Business Processes
  • Service Providers and the Cloud

4. Cloud Security, Identity and Privacy

  • Securing the Cloud
  • Identity and Privacy

5. Evaluation of Cloud Computing

  • The business case
  • Evaluating Deployments

Course Overview

Many IT organizations are struggling to deliver quality services. Despite the massive investment in training, ITSM improvement initiatives are failing to deliver the hoped for value. The services are too unpredictable, unrepeatable, expensive and pose unacceptable business risks. The IT organization is still not Customer or Service focused. This simulation will help translate ITSM theory into practice, create buy-in and capture concrete improvement actions, helping to realize a customer focused culture and improve service quality.

This Apollo 13 Simulation Game will help:

  • Improve your ITSM performance
  • Increase Customer and Service Focus
  • Get more out your ITSM/ITIL training
  • Learn how improve Processes to realize demonstrated value and reduce business risk

 Do you recognize this?

With the growing importance of IT to all organizations ITSM is becoming a strategic capability. Many organizations have adopted and invested heavily in ITSM best practice frameworks such as ITIL. Many are struggling and are not achieving the hoped for value, worse still their lack of ITSM capabilities are presenting a risk to their business. Despite the massive investments in ITSM training and certification we still struggle to translate the theory into practice and translate the ITSM knowledge into results.

  • Duration of the simulation 1 day
  • Number of participants 8 – 12

Course Content

About Apollo 13 – an ITSM experience™Scenario 

You are the Mission Control Center of NASA. Your aim is to support the Crew during the

Mission. You must design your services, implement them, execute them and apply continual improvement practices in order to ensure mission success. In 4 rounds you will be challenged with events, problems, issues, changes and increasing business demand. You must apply the ITSM best practices in order to become successful. You will guide the crew through the launch, journey to and from the moon, to a safe return and splashdown,  at the same time realizing the strategic goals for the mission.

Course Overview

Managing Industrial Networks for Manufacturing with Cisco Technologies (IMINS2024) is a lab-intensive course, which helps you with the skills required to successfully implement and troubleshoot the most common industry standard protocols while leveraging best practices needed in security and Wireless technologies for today’s industrial networks. The IMINS2024 course helps plant administrators, control system engineers and traditional network engineers in the manufacturing, process control, and oil and gas industries, who will be involved with the convergence of IT and Industrial networks.

This course is job-role specific and enables you to achieve competency and skills to configure, maintain, and troubleshoot industry-standard network protocols as well as wireless and security technologies to ensure that current infrastructures are maximized while developing a converged platform for flexibility to support future business outcomes. Students will be exposed to multiple industrial network technologies as well as products from Cisco and other industrial suppliers.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Upon completing this course, you will be able to meet these objectives:
  • Understand the functions of the OSI Layers and TCP/IP Model
  • Recognize the differences between Enterprise and Industrial Networks
  • Troubleshoot common issues found in Layers 1, 2, 3 of the OSI Model
  • Describe the functions and components of Ethernet/IP Protocols
  • Configure and troubleshoot CIP on Cisco
  • Describe the functions and components of the PROFINET protocol
  • Configure PROFINET Protocols on Cisco Industrial Ethernet Devices
  • Troubleshoot common PROFINET Issues
  • Identify common network threats and resolutions and configure basic security components (Access Lists and AAA Features)
  • Configure a wireless network within an industrial environment

Course Content

Module 1: Industrial Networking Concepts and Components

  • Contrasting Enterprise and Industrial Environments
  • Configuration Tools for Industrial Ethernet Switches
  • Exploring Layer 2 Considerations
  • Layer 2 Resiliency Using Spanning-tree Protocol
  • Layer 2 Resiliency Considerations
  • Layer 2 Multicast Control and QoS
  • Exploring Layer 3 Considerations

Module 2: General Troubleshooting Issues

  • Troubleshooting Methodologies
  • Troubleshooting Layer 1
  • Troubleshooting Layer 2 Issues
  • Troubleshooting Layer 3 Issues

Module 3: Ethernet/IP

  • Exploring Ethernet/IP Communications
  • Exploring Hardware Capabilities
  • Exploring CIP Sync, CIP Motion, and CIP Safety
  • Exploring Embedded Switch Technology

Module 4: Troubleshooting EtherNet/IP

  • Identifying Common EtherNet/IP Issues
  • EtherNet/IP Troubleshooting Methods and Tools

Module 5: PROFINET

  • Describe PROFINET Functionality and Connection Method
  • Describing Basic PROFINET Devices

Module 6: Configuring PROFINET

  • Enabling and Prioritizing PROFINET at L2
  • Integrating Cisco Industrial Ethernet Switches

Module 7: Troubleshooting PROFINET

  • Identifying PROFINET Troubleshooting Methods
  • Exploring PROFINET Troubleshooting Tools

Module 8: Exploring Security Concerns

  • Overview Of Defense-in-Depth Strategy
  • Controlling Access and Network Traffic

Module 9: 802.11 Industrial Ethernet Wireless Networking

  • Understanding 802.11 Networks
  • Industrial WLAN Design Considerations

Lab Outline:

Labs are designed to assure learners a whole practical experience, through the following practical activities:

  • Connecting to the remote Lab environment
  • Configuring 802.1q Trunks
  • Configuring and Applying Custom Smartports Macros
  • Configuring and Applying EtherChannel
  • Configuring Resilient Ethernet Protocol
  • Configuring Resilient Ethernet Protocol Features
  • Configuring & Verifying Storm Control
  • Verify IP IGMP Snooping
  • Configure QoS settings
  • Using IOS Troubleshooting Tools
  • Troubleshooting Layer 2 Endpoint Device Connectivity
  • Troubleshooting Layer 2 Inter-Switch Connectivity
  • Troubleshooting Broken REP Segment
  • Troubleshooting Layer 3
  • Perform a Packet Capture
  • Troubleshoot Network Issues
  • Configure CIP on Industrial Switches
  • Troubleshooting EtherNet/IP Communication Issues
  • Configuring PROFINET Support
  • Troubleshoot PROFINET Communication Issues
  • Configure Port Security Mechanisms
  • Configure AAA Authentication using Cisco ISE and 802.1x

Course Overview

Version control refers to the tracking and traceability of changes. It is, in a way, akin to the use of a bookmark in a book, added by a reader, to mark the point to return to when they resume reading. In version control, a metaphorical bookmark marks a reference to a snapshot of the code base. Git is a version control tool. Using Git, you can make, track, retrieve, and share changes on a repository. GitHub is a hosting service on which a repository resides.

This is a two-day course that will provide you a thorough understanding of what version control is, why it’s necessary, and how it lends itself to application development and version management. With thorough explanations and interesting activities, you will learn all about using using Git and GitHub optimally.

As you progress, you’ll find helpful tips and tricks, as well as useful self-assessment material, exercises, and activities to help you benchmark your progress and reinforce what you’ve learned. The activities have been devised to simulate real-world conditions in order to equip you with the necessary skills to accelerate software deployment while still retaining security, portability, and affordability. By the end of the course, you will have the right skills to safeguard your application and ensure its speedy developme

Course Objectives

If you are interested in gaining a good grasp of version control in a systematic and practical way by working through real-world scenarios, then this course is for you.

This course will enable you to:

  • Understand and implement version control best practises
  • Navigate the GitHub UI
  • Understand what the Feature Branch Workflow is and implement its features
  • Use forking features, such as submodules and rebasing
  • Master commands for debugging and maintaining a repository
  • Implement continuous integration with CircleCi or TravisCi
  • Gain insight into release management and how GitHub enables software releases

Course Content

Lesson 1 – Introduction to Version Control

  • Defining Version Control
  • Navigating GitHub

Lesson 2 – Versioning Commits

  • Introduction to Versioning Commits

Lesson 3 – Fetching and Delivering Code

  • Fetching the Code

Lesson 4 – Branches

  • Utilizing Workflows

Lesson 5 – Collaborative GIT 

  • Forking the Workflow
  • Debugging and Maintenance
  • Housekeeping

Lesson 6 – Automated Testing and Release Management

  • Test Automation
  • Automated Pull Requests

Course Overview

Spring Boot 2 is the latest incarnation of the Spring Framework, which is a mature, enterprise-grade, and open source application development framework that provides a flexible and modern alternative to the official Java EE standard. It also provides inversion of control containers for the Java platform.

This is a 3-day course, which balances theory and hands-on applications that are focused on practical takeaways. The course will take you through the fundamentals of the Spring Framework. You will then gain an understanding of how to retrieve data using a relational database. Gradually, you will learn how to create browser-based applications. Lastly, you will grasp the concept of RESTful web-services, APIs, and learn how to implement Spring Security.

Course Objectives

This course complies with instructional design principles for all nine lessons. This will ensure that you repeat and reinforce the knowledge gained at every step. Each and every minute spent on this 3-day course will incrementally take you to the next level.

The course will provide you with knowledge of the following:

  • Create a Spring Boot application from scratch
  • Write comprehensive tests
  • Store data in a relational DB
  • Create a RESTful API
  • Create a rich web interface
  • Secure your application with Spring security

Course Content

Lesson 1 – The Spring Project and Framework

  • The Spring Project and Framework
  • Bootstrapping
  • The Application Context
  • Additional Tools- Project Lombok

Lesson 2 – Building a Spring Application

  • Dependency Injection in Spring
  • Configuration of Spring Boot Applications

Lesson 3 – Testing Spring Applications

  • Applying Unit Tests
  • Integration Tests

Lesson 4 – The MVC Pattern

  • Introducing the MVC pattern
  • Spring Web MVC Basics
  • Spring Web MVC Controller

Lesson 5 – Displaying Information Using Web Pages

  • HTML Templating with Thymeleaf
  • Displaying Data Using a Model and Data Binding

Lesson 6 – Passing Data Between the View and the Controller

  • Form Handling
  • Form Input Types and Value Binding

Lesson 7 – RESTful APIs

  • What is a RESTful API?
  • REST controllers in Spring
  • Hypermedia with Spring Boot

Lesson 8 – Web Application Security

  • Securing your Web Application
  • Spring Security

Lesson 9 – Persisting Data Using a Database

  • Relational Databases and SQL
  • Access the Database from Java with JDBC and JdbcTemplate
  • Schema Updates
  • Outlook – Advanced Database Support

Course Overview

With the help of this course, you can equip yourself with the skills required to create modern, progressive web applications that load quickly and efficiently. This fast-paced course is a great way to learn how to build an effective UX by using the new features of Angular 7 beta, without wasting your efforts on searching for referrals.

To start off, you’ll install the Angular CLI and set up a working environment, followed by learning how to distinguish between the container and presentational components. You’ll explore advanced concepts such as making requests to a REST API from an Angular application, creating a web server using Node.js and Express, and adding dynamic metadata. Toward the end of this course, you’ll gain an understanding of how to implement and configure a service worker using Angular PWA and how to deploy a server-side rendered app to the cloud.

By the end of this course, you’ll have developed the skills needed to serve your users views that load instantly, while reaping all the SEO benefits of improved page indexing.

Course Objectives

After completing this course, you will be able to:

  • Identify what makes an Angular application SEO-friendly
  • Generate commands to create components and services
  • Distinguish between the container and presentational components
  • Implement server-side rendering using Angular Universal
  • Create a web server using Node.js and Express
  • Add dynamic metadata to your web application
  • Deploy a server-side rendered app to the cloud
  • Implement and configure a service worker using Angular PWA

Course Content

Lesson 1: Creating the Base Application

  • Installing Angular CLI
  • Creating a New Application
  • Configuring Global Styles
  • Creating the UI for the Application
  • Creating the App Logic

Lesson 2: Server-Side Rendering

  • Generating the Universal Code
  • Enabling Support for Lazy Loading
  • Building the Server
  • Adding Dynamic Metadata
  • Deploying to Production

Lesson 3: Service Workers

  • Installing Angular PWA
  • Configuring the Service Worker
  • Testing the Service Worker
  • Debugging the Service Worker

Course Overview

Automated testing is the way forward. It is faster than manual testing, and you can easily rerun your tests at no extra cost. With this course, you’ll learn how to use Selenium to efficiently test your own applications.

There are several challenges when writing automated tests for web applications: selecting an adequate test framework, using appropriate selectors to avoid flaky tests, and building a good testing framework. This course walks you through these challenges and provides you with the knowledge to overcome hurdles in testing by developing stable and effective testing solutions. You will learn the complete process of automated testing, such as configuring your environment, creating and running automated tests, analyzing reports, and troubleshooting errors by using a Selenium Grid.

Course Objectives


This course starts with the fundamentals and in an incremental fashion provides you with the skills you need to run automated tests on your own web application.

We’ll begin this course by understanding the importance of automating tests. Then, we will learn how to choose good selectors for navigating through your web application while highlighting best practices and techniques.

After writing your first tests, you will go through the object model to help create your own advanced test cases. You will learn how to analyze a test report, track timing errors, and separate real issues from “flaky” tests. You will also learn how to configure and connect to a local grid, a network grid, and a third-party service. By the end of the course, you will have the skills you need to run automated tests on your own web application.

After completing this course, you will be able to:

  • Get an overview of Selenium
  • Identify what to automate in a project and configure the environment
  • Learn to control browser behaviour and manipulate web page elements
  • Understand the nuances of writing tests and creating test suites
  • Create UI tests with Selenium WebDriver and analyze test results
  • Troubleshoot errors in automation and build out meaningful reporting

Course Content

Lesson 1: Getting Started

  • What is Automation?
  • Selenium Overview
  • Environment Configuration

Lesson 2: WebDriver Functionality

  • Overview of Frequently Used Methods
  • Instantiating WebDriver
  • Controlling the Browser Window

Lesson 3: WebElement Functionality

  • Using Browser Developer Tools
  • Overview of WebElement Functionality
  • Interacting with Elements on a Page
  • Element Locator Types

Lesson 4: Advanced Element Location

  • Going through the DOM
  • Searching within Previously Found Elements
  • Creating Complex Locators when an Element is Not Easily Reachable

Lesson 5: Waiting for Elements

  • Implicit Waits
  • Explicit waits
  • Implicit Versus Explicit Waits
  • Waiting for an Element with a Custom Written Condition

Lesson 6: Page Object Model

  • Introduction to the Page Object Model
  • Modeling a Web Application Using Page Objects
  • Creating a Selenium Framework for a Web Application

Lesson 7: Writing Tests

  • What is a Test Framework?
  • Choosing a Test Framework
  • Creating Test Scripts and Suites
  • Validating and Viewing Results

Lesson 8: Analysis and Troubleshooting

  • Analyzing the Test Report
  • Tracking Down Timing Errors
  • Separating Real Issues from “Flaky” Tests

Lesson 9: Using a Selenium Grid

  • Configuring and Connecting to a Local Grid
  • Configuring and Connecting to a Network Grid
  • Connecting to a Third-Party Service