Infrastructure & Operations

CompTIA A+ 220-1002: System Utilities

Overview/Description:

Explore critical system utilities, such as Credential Manager, Bitlocker, Device Manager, and Sync Center. This course also discusses when to use Windows HomeGroups, and how to configure Windows sound, devices, and printers. Learn how to use the Windows Network Sharing Center and the Device Manager to connect and troubleshoot peripherals and other connected devices. At the end of the course, you will have the opportunity to see how to add the Telnet client feature to your computer, set a default printer, setup your NIC card to automatically get an IP address, and to update your video card’s display driver.

Course Number:

it_cscoat_11_enus

CompTIA A+ 220-1002: Microsoft Operating System Installation & Upgrade

Overview/Description:

Learn important Microsoft operating system (OS) installation and upgrade considerations and critical skills to ensure success of your installations. In this course, you will learn: to configure partitions and volumes, create redundant disk arrays, and convert disks; to configure disk formatting and distinguish between file system types and their use; to stage and configure alternate third-party drivers to load when necessary; and how to differentiate between the Workgroup and Domain setup, and when each is appropriate; to configure settings including time, date, region, and language. Observe how to perform driver management, including installation, update, and removal; to implement automated OS and software updates for Windows, MAC, and Linux; to use the factory recovery partition to reset a Windows installation; and to format the system volume (boot drive). Other issues covered: enumerating prerequisites for any Windows install and identifying which hardware compatibility tool to use for each OS compatibility; how Microsoft’s application compatibility toolset has evolved since AppCompat; how to identify and mitigate OS compatibility/upgrade issues; and how to assess upgrade readiness. Course helps prepare for CompTIA A+ certification exam 220-1002.

Course Number:

it_cscoat_02_enus

CompTIA A+ 220-1002: Comparing Common Operating Systems

Overview/Description:

Explore and compare the various client-side operating systems and their installation processes. In this course you will learn: to identify and define what an operating system is; to differentiate between 32-bit and 64-bit processing; to differentiate between operating system vendors; and to understand the differences between the major smartphone and tablet operating system vendors. Learners also observe how to update limitations and compatibility concerns for vendor-specific operating systems; to identify the differences between versions of Microsoft operating systems; to determine appropriate editions of Windows client, based on customer profiles; and to configure desktop styles and user interfaces. You will learn how to choose the appropriate boot configuration based on needs; to choose appropriate types of installation methods based on deployment needs; to implement network and image-based deployments; how to recover a failed installation; and how to compare common operating system architectures, installation sources, and targets. The course concludes with exercises on aspects of common operating systems, including making distinctions between 32-bit and 64-bit architecture. Course helps prepare for CompTIA A+ certification exam 220-1002.

Course Number:

it_cscoat_01_enus

CompTIA A+ 220-1001: Implementing Network Concepts

Overview/Description:

In this course, you will examine IP (Internet Protocol) addresses, which are assigned to network-equipped devices that are part of a TCP (Transitional Control Protocol)/IP-based network. Learners explore the basics of IP addressing and networking concepts such as DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), and NAT (Network Address Translation). Begin with an overview of DNS and its benefits. Then, take a closer look at the DHCP, its features and reservations. Explore some of the basic characteristics of IP version 4, the fourth revision of the Internet protocol. Next, look at IP version 6, the successor to version 4; version 5’s functionality was worked into version 6. Study the purpose of the Subnet Mask, a key component of IP address configurations, and the Default Gateway, commonly found as a value in an IP configuration. Recognize when to use VPNs (Virtual Private Networks), and look at virtual local area networks, or VLANs. Finally, explore the benefits of NAT. A closing exercise assesses skills in configuring network settings and components. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_10_enus

Business Analysis for Project Management: Practices for Early Project Stages

Overview/Description:

Business analysis determines the organizational goals, product vision, and user preference data needed to ensure proper business decisions can be made. In this 13-video course, learners will explore how a project analyst implements fundamental business analysis practices into software project management during the project initiation and planning stages. To begin, take a look at the definition of business analysis, and activities of a typical business analyst. Then move into analyzing business needs, and how a project business case can align the project to an organization’s goals. Learn to recognize the need to identify and gather requirements from key stakeholders; the importance of assessing competition; and commonly used methods for generating ideas. Next, explore the cost-benefit analysis method, followed by the feasibility study tool, and how it helps determine whether a solution is practically achievable. Study key components of a business case document and effectiveness of the empathy map for communicating user preferences to the project team. Finally, learn to recognize the effectiveness of using product vision board to define product features.

Course Number:

it_pmbapmdj_01_enus

CompTIA A+ 220-1001: Installing Hardware & Display Components

Overview/Description:

Time to upgrade your computer? Explore best practices to handle laptop hardware and components. In this course you will learn about SSD, hybrid, and magnetic hard drive types. Study various forms of computer memory. See how to install common hardware, such as keyboards, smart card readers, touchpads, Wi-Fi antenna connectors, webcams, touchscreens, and microphones. Get familiar wireless cards, Bluetooth modules, cellular cards, and mini PCIe. Learn the difference between LCD and OLED displays. Finally, learn about inverter power supplies used in LCD monitors.

Course Number:

it_cscoao_01_enus

Business Orientation: Strategic Organizational Goals

Overview/Description:

Discover how to frame the strategic vision for an organization and align organizational activities to achieve defined strategic goals in this 13-video course. Examine how to align objectives with goals, make the strategic plan effective, and revise and improve the plan. Key concepts covered here include terms associated with organizational business strategy and commonly used approaches to establish goals; the process involved in defining strategic goals and aligning organizational activities to achieve set goals; and guidelines to follow while performing a SWOT (strengths, weaknesses, opportunities, and threats) analysis on an organization’s current business environment. Learn how to establish vision and mission statements; learn best practices involved in establishing SMART (specific, measurable, achievable, realistic, and timely) business objectives and the importance of aligning it to organizational strategic goals; and learn key considerations to keep in mind when drafting strategic plans to meet defined strategic goals. Finally, learn how key performance indicators can help monitor and evaluate effectiveness of strategic plans in meeting set strategic goals; and learn guidelines to adopt for an effective strategic plan.

Course Number:

it_pmsosgdj_01_enus

ITIL 4 Foundation: The Service Value System

Overview/Description:

Explore the definition, inputs, outcome, and components of the ITIL 4 Service Value System.

Course Number:

it_acs04_04_enus

CompTIA A+ 220-1001: Power Supplies

Overview/Description:

Examine the vital basics of computer power systems, including amps, wattage, voltage, general guidelines for power sizing, and power supply options. The key power system lessons in this course include discussing input, specifically differentiating between 115V versus 220V and output 5.5V versus 12V; the 24-pin motherboard adapter, sometimes referred to as the ATX 24-pin, which supplies power to all components of your motherboard; identifying what kind of values you need for components, such as overall wattage rating and the volts that are being supplied to ensure that you do not exceed the maximum wattage output; and determining the amount of power needed, based on the number of devices in use. This course concludes with an exercise on working with power supplies, which will help learners determine when to use more or less volts; learning how to differentiate between AC and DC; how to describe wattage ratings; and learning how to determine the maximum output of a rail on power supply. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_19_enus

CompTIA A+ 220-1002: Security Fundamentals

Overview/Description:

An important component of traditional security measures is the physical security requirements employed to safeguard valuable computer equipment. This 14-video course examines current physical security practices and how to improve them in the 21 st century. Begin with door and offices locks, fences, and perimeter defenses—solar-powered lights, cameras, motion detectors, and data storage places. Fire suppression systems are important, but consider less obvious benefits of positive airflow systems—preventing dust particles from entering "clean" areas and ensure that air flows out, not in. Laptops must be physically secured at cubicle desks (cable locks); servers must be locked in secure rooms, not under a reception desk. Other tools: privacy screens; so-called "mantraps"—steel shutters walling off outer vestibules; entry control rosters. Be sure to secure mobile devices—tablets, cell phones—against both viruses and unauthorized use by outsiders. Antimalware, antiviral software, multifactor authentication, Smart cards, data loss prevention, and firewalls are also important examples. Emerge from this course better prepared to implement best practices in security in your office. Course helps prepare for CompTIA A+ certification exam 220-1002.

Course Number:

it_cscoat_07_enus

CompTIA A+ 220-1001: Basic Cable Types

Overview/Description:

Examine the most common cable types and adapters encountered when working with computers and mobile devices, including network, video, multipurpose, peripheral, and hard drive cables. In this course, begin by learning about different Ethernet cable types such as Cat5, Cat5e, Cat6, Plenum, and 568A/B. Next, examine at the differences between shielded twisted pair and unshielded twisted pair cabling. Learn the basics of fiber optic cabling and coaxial cable. Look at some of the speed and transmission limitations of different network cables. Learners explore different video cables: VGA (Video Graphics Array); High Definition Multimedia Interface (HDMI); mini HDMI; DisplayPort; the Digital Visual Interface (DVI), and DVI-D/DVI-I. Learn about using Lightning and Thunderbolt cables. Examine Universal Serial Bus (USB) cables and the differences between USB, USB-C, USB2.0, and USB3.0. Then serial peripheral cables and hard drive cables such as SATA (Serial AT Attachment), IDE (Integrated Drive Electronics), and SCSI (Small Computer System Interface). Differentiate between adapters such as DVI to HDMI, USB to Ethernet, and DVI to VGA. A concluding exercise reviews working with network cables. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_13_enus

CompTIA A+ 220-1001: Configuring a Wired/Wireless Network

Overview/Description:

Wired and wireless networks are everywhere. Explore how to install and configure them. In this course, you will learn what is needed to configure a basic router and switch, set network access points, and work with your Network Interface Controller (NIC). See how to configure end user devices, including Internet of Things (IoT) equipment, such as thermostats, security systems, appliances, and vehicles. Compare DSL and cable modems. Perform basic configurations for your firewall, Quality of Service (QoS) data traffic prioritization, and communication frequency. Conclude by understanding the elements of an IP address and a subnet mask.

Course Number:

it_cscoao_07_enus

ITIL Service Operation Processes

Overview/Description:

As part of their IT service management, organizations need to effectively coordinate, manage, and control their day-to-day operations. The service operation stage of the ITIL service lifecycle provides best practices for doing so, and needs to integrated in the service design from day one.
In this course you’ll learn about the key processes of IT service operation, including the scope, principles, and steps of the incident management process. You’ll also learn about problem management, including best practices for detecting, logging, categorizing, and investigating problems. This course also covers the event management process, request fulfillment processes, and access management. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a08_enus

ITIL 4 Foundation: General Management Practices

Overview/Description:

Discover the purpose of ITIL practices, recall key terminology, and explore several key practices in detail.

Course Number:

it_acs04_07_enus

Overview of the ITIL Service Lifecycle

Overview/Description:

Organizations that provide an IT service to internal or external customers need to have strong service management capabilities and good practices to ensure that this service is effective.
In this course, you’ll learn about the ITIL framework, including its benefits and role in IT service management (ITSM) and service design. This course also covers the stages, purpose, scope, and value of the ITIL service lifecycle. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management. ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a01_enus

ITIL Service Design Processes

Overview/Description:

Effective IT service solutions must be designed to meet all IT service provider and customer needs.
In this course you’ll learn about the processes in the service design stage of the ITIL service lifecycle including their purpose, expected benefits, scope, and key activities. This course also covers the service management roles involved in service design processes and their key responsibilities. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a05_enus

CompTIA A+ 220-1002: Windows Control Panel Utilities

Overview/Description:

The Windows Control Panel is a central location for accessing and configuring various system features and components. During this course, you will explore some of the critical Control Panel utilities covered on the CompTIA A+ 220-1002 exam. Discovr internet options, display settings, folder options, system settings, the Windows Firewall, and Windows power options. As a review exercise, you will learn how to configure internet options with tabs from the last browsing session, view hidden files and folders, and finally, turn Windows Firewall on, to guard connections to public networks.

Course Number:

it_cscoat_05_enus

ITIL 4 Foundation: The Guiding Principles

Overview/Description:

Discover the seven guiding principles that embody the core messages of ITIL and of service management in general.

Course Number:

it_acs04_06_enus

Implementation

Overview/Description:

Explore COBIT 5 concepts necessary for the successful implementation of COBIT 5 in an enterprise.

Course Number:

it_ibcbit_04_enus

Software Projects: Recruiting the Project Team

Overview/Description:

Learners will explore how to find the right talent for a software project team to ensure the success of the project in this 14-video course. Discover the requisite skills for successful teams and challenges in recruiting; look at interviewing and onboarding, communication and technical skills; and examine best practices in retaining the software team. Begin by identifying roles and responsibilities of key members within a team, and recognize key challenges faced when recruiting key talent. Discover critical skills required for a software developer and project manager, two key project team members. Explore recruitment sources, and learn how to apply guidelines and best practices to create an effective job description to attract the best talent. Learn key steps involved in candidate evaluation, and how to evaluate communication and technical skills of a candidate to determine the right fit for a developer role. Also, discover how to interview a candidate, and guidelines to follow to recruit the best-fit software project manager. Learn onboarding and induction skills, and best practices for retaining talent.

Course Number:

it_pmrctswprdj_01_enus

CompTIA A+ 220-1001: Troubleshooting Printers

Overview/Description:

Printers have a lot of moving parts, and problems are inevitable. Explore basic troubleshooting methods for printers, including common issues that typically arise and how to solve them, in preparation for the CompTIA A+ 220-1001 exam. This course covers: tips for troubleshooting for printers; how to troubleshoot a paper jam; how to combat a print quality problem; driver compatibility and related considerations when troubleshooting printers; common printer error codes and how to troubleshoot them; firmware updates and why they are required; screen display and printer output; how to calibrate and clean printers; common print quality issues; troubleshoot print quality; establish printer connectivity; resolve additional print quality issues; troubleshooting tips, printer error codes, firmware updates, printer calibration, printer test pages; and how to troubleshoot print quality. This course ends with an exercise on solving printing issues and the assignments include describing printer, paper, and mechanical issues, printer firmware updates, printer calibration, and common printing quality issues.

Course Number:

it_cscoao_28_enus

CompTIA A+ 220-1001: Networking

Overview/Description:

Explore networking fundamentals, including TCP and UDP and review common networking hardware devices. In this course you will recognize the differences between hubs and bridges. Learn when to use a network switch. See how a router protects your systems. Find the differences between access points, repeaters, and extenders. Learn when to use network controllers. Differentiate between cable and DSL modems. Describe the purpose of patch panels. List the benefits of Power over Ethernet (PoE), and compare it with Ethernet over Power, which uses common electrical wiring to convey Ethernet connectivity. Conclude by finding out how cloud-based network controllers work.

Course Number:

it_cscoao_06_enus

Stakeholder Communication: Software Projects & Stakeholder Communication

Overview/Description:

Stakeholders play a crucial role in software development projects, but understanding who stakeholders are, what their roles and interests are, and communicating effectively with stakeholders can be challenging. Key concepts covered in this 13-video course include the importance and elements of communication in software projects; learning how to define and identify stakeholders; and learning how to describe different types of stakeholders for software projects. First, learners observe how to specify types of stakeholders involved in a project, including their rights, responsibilities, ethical, and oversight obligations; learn how to gain access to stakeholders and its importance; and begin to understand challenges associated with stakeholder communication and how to overcome them. Next, learn to identify how Agile projects affect stakeholder communication; learn concepts of stakeholder engagement, how it is displacing stakeholder communication, and how to plan for engagement; and learn how to improve communication through active listening, and how customer feedback can be constructively obtained. Finally, learn different strategies for working with stakeholders to improve their participation; and examine best practices used to improve stakeholder communication.

Course Number:

it_pmscsddj_01_enus

ITIL 4 Foundation: Introduction

Overview/Description:

Explore the new aspects of version 4 of ITIL, the modified future path to ITIL Master, and characteristics of the ITIL Foundation exam.

Course Number:

it_acs04_01_enus

CompTIA A+ 220-1001: Network Hosts

Overview/Description:

Explore what computer network servers provide to ease administration and service clients. This course introduces you to the purpose of multiple server types. These include web servers, file servers, print servers, DHCP servers, DNS servers, proxy servers, mail servers, and authentication servers. You will also learn about the syslog, which sends event messages to a logging server. Finally, this course compares network security technologies, such as UTM, IDS, IPS, and end-point management. It also discusses how to handle a mix of current and older, legacy equipment on a network.

Course Number:

it_cscoao_09_enus

ITIL Continual Service Improvement

Overview/Description:

Organizations striving for long-term sustainability need to be able to build upon and improve services throughout their lifecycle. The Continual Service Improvement (CSI) stage of the ITIL Service Lifecycle provides IT organizations the tools and processes necessary to continually improve their service management.
In this course you’ll learn key considerations and best practices for continual service improvement activities and service design. You’ll also learn about the CSI register, and what information it should include for an effective IT service. This course also covers the purpose and seven steps in the CSI process, including key activities that you perform. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a09_enus

CompTIA A+ 220-1001: Working with Peripheral Devices

Overview/Description:

This course explores peripheral devices and information on the various types of hardware that can be connected to your computer. Features and functions of each of the types of hardware are also covered. Devices covered in this course are: printers, including laser, dot matrix, and inkjet; scanners, including flatbed and barcode; monitors, including the two main types, cathode ray tube (CRT) and liquid crystal display (LCD); a relatively new peripheral device, the virtual reality, or VR, headset; and external optical drives; mice and keyboards with additional features. Learners observe touchpads and signature pads; game controllers; digital cameras and webcams; microphone and speakers; projectors; implementing several methods of external storage drives; KVM switch (stands for keyboard, video, and mouse), a physical device that allows a user to control multiple computers, but with a single set of peripherals, specifically, your keyboard, your mouse, and your monitor; magnetic and chip readers; and Near Field Communication (NFC). Conclude the course with an informative discussion about smart card readers. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_18_enus

Project Management Needs vs. Expectations

Overview/Description:

Needs and expectations are easily confused. Project managers must therefore determine client/customer needs while managing expectations. In this 14-video course, learners discover the art of balancing needs and expectations in the context of project management. Begin by learning how to identify and understand client needs. Examine how to collect project requirements with Project Management Body of Knowledge (PMBOK), guidelines, and the importance of separating expectations from requirements. Learn how to categorize client requests so they can be factored into requirements or rejected by categorizing priorities by using the MoSCoW Method (must-haves, should-haves, could-haves, and will not have). Learn how to create a balance between client needs and expectations. Delve into the role of the Project Manager and the importance of well-honed communication skills, and learn how to avoid distracting noise and buzz surrounding modern technology. Identify business needs; use Agile communication to understand needs; and view strategies, including communication best practices, to manage expectations. Finally, discover ways to set client needs and expectations, and learn best practices for resetting stakeholder expectations on projects.

Course Number:

it_pmbnexdj_01_enus

Business Strategy: Managing Organizational Value

Overview/Description:

In this 13-video course, learners discover how to align organizational activities with a strategic goal of adding value to customers through value-based management. Explore key value drivers and the role of the Value Manager and Value Management Office (VMO), along with several other topics. Begin by learning the importance of value in business strategy, and also basic concepts of value-based management. Examine the growth, efficiency, and financial value types that drive value-based management; recognize value drivers for a value-based organization, and processes involved in value-based management. Discover how value analysis and value engineering differ, but work together to build a value-based organization. Examine tools and techniques for assessing stakeholder value. Learn about ethical leadership and how making sound, ethical business decisions adds value, and how managing a multicultural, diverse team adds value for internal stakeholders or an organization. Explore aligning projects to organizational goals to deliver product requirements, benefits and value, and finally, learn how the performance-based earned value (PBEV) tool is used to evaluate effectiveness of value-based management.

Course Number:

it_pmorvmdj_01_enus

Software Project Management Communication Skills

Overview/Description:

Communication skills are vitally important to any project; project managers must have impeccable communication skills in order to effectively manage projects. In this 13-video course, learners can explore the art of communication in the context of project management. Key concepts covered in this course include what communication means to a project; keys to effective project communication; and how to recognize barriers that may impede effective project communication. Learn about methods that may help prevail over difficulties in communication; considerations inherent in project communication with diverse teams; and keys to effective software project management communications considerations. Next, observe how to recognize methods of communication in Agile software project management; compare Agile project communication and traditional project communication; and examine challenges to effective Agile project communication and how to overcome them. Then learn about communication best practice techniques and processes for software project management; learn how to generate a high-level software project communication plan; and learn how to effectively communicate on projects by using key communication skills.

Course Number:

it_pmspmcdj_01_enus

CompTIA A+ 220-1001: Troubleshooting

Overview/Description:

Computer peripherals and mobile devices have similar troubleshooting workflows. Knowing how devices should work and troubleshooting common problems—part of maintenance—are important when preparing for exam CompTIA A+ 220-1001. Through this course, learn to troubleshoot post beeps codes, basic input/output system (BIOS) time settings, and booting to an incorrect device; to resolve issues relating to power such as overheating, smoke, and a burning smell; to troubleshoot common hard drive issues such as read/write, slow performance, failure to book, drive not recognized, and OS not found. Next, learn to investigate Redundant Array of Independent Disks (RAID) issues and failure conditions; to use self-monitoring, analysis, and reporting technology (S.M.A.R.T) error technology; how to fix video or display issues such as dead pixels, artifacts, color patterns, dim image, flickering, distortion; to troubleshoot issues with display, batteries, power, indicator lights, connectivity, touchscreen, performance, and GPS. Other issues: common wired and wireless network problems such as limited connectivity and unavailable resources, such as the Internet, printers, e-mail, Internet Protocol (IP) conflict, transfer speeds, and service set identifier (SSID) not found.

Course Number:

it_cscoao_27_enus

ITIL 4 Foundation: The Service Value Chain

Overview/Description:

Discover the central element of the Service Value System – the Service Value Chain. Explore this operating model that outlines the key activities required to realize value.

Course Number:

it_acs04_05_enus

CompTIA A+ 220-1001: Random Access Memory

Overview/Description:

In this course, you will explore the differences between the many types of RAM (Random-access Memory) so you are able to choose the right one for your needs. First, learners examine the Small Outline Dual Inline Memory Module, more commonly known as SODIMM, then move on to working with the Synchronous Dynamic Random Access Memory (SDRAM). Take a look at Double Data Rate 2 (DDR2) memory and learn when to use it. As technology has continued to improve, so did DDR RAM; the next iteration is DDR3, which you will explore along with DDR4, the last form of DDR, which is twice the speed of its DDR3 predecessor. Then go on to learn about memory channels, beginning with single-channel RAM, dual-channel RAM, and triple-channel RAM. Next, take a look at Error Checking and Correcting, or ECC memory — a method for discovering and correcting single bit memory errors. Finally, learn about Parity versus Non-Parity Memory and the differentiation between the two. The closing exercise involves installing different types of RAM. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_15_enus

Risk Management: Project Risk Assessment

Overview/Description:

In this 14-video course, explore the importance of assessing and managing project risk, including the role of the project analyst, recognizing risk, important teams, and types of risk. Discover how to identify and classify risk, use qualitative and quantitative methods to assess risks, and use the risk register tool. Begin by learning how to define project risk, then look at the project analyst’s role in risk assessment. Next, examine the specific risks associated with a software project; define key terms associated with risk assessment; and learn to identify common types of risk in a project. You will discover commonly used techniques for risk identification; learn how to classify identified risks in a project; and explore the qualitative and quantitative methods to assess risks. You will examine the risk register tool used for risk management; view key risk management strategies; and learn risk mitigation best practices. The course concludes by describing tools used to measure efficiency of risk management.

Course Number:

it_pmprradj_01_enus

ITIL Service Strategy Concepts

Overview/Description:

It’s critical for IT service providers to regularly evaluate and optimize their service design in light of their strategic goals. Service Strategy is a stage of the ITIL Service Lifecycle that helps IT organizations create value for their organizations through their service management and assets.
In this course you’ll learn about fundamental service strategy concepts like internal and external services, and stakeholder groups. This course also covers service automation, strategy management, and service portfolio management. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a02_enus

CompTIA A+ 220-1001: Cloud Computing

Overview/Description:

Explore cloud computing concepts such as cloud model types, resource sharing, measure service, and virtual desktops. This course covers: the features of the Infrastructure as a service (IaaS), Software as a service (SaaS) and Platform as a service (PaaS); differentiating between public, private, hybrid, and community cloud infrastructures; the differences between internal and external shared resources; rapid elasticity as a feature through a cloud service provider; the benefits of on-demand computing and resource pooling; considerations and benefits of using a measured service or a metered service; the benefits of using off-site cloud-based e-mail; the benefits of using cloud file storage services; when to use cloud-based applications; the types of virtual desktops and their purposes; the technology characteristics of IaaS, SaaS, and PaaS cloud services, and the benefits of cloud file storage services. The course concludes with an exercise on working with cloud technologies, types of service, rapid elasticity, and using cloud file storage services. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_24_enus

CompTIA A+ 220-1001: Resolving Problems

Overview/Description:

In any technological environment, problems are inevitable. In this course, learners will look at detailed approaches to resolving problems by examining the six-step troubleshooting methodology used to resolve problems with computer systems. Through these well-documented steps, you will learn: the impact of corporate policies, procedures, and impacts before implementing changes; how to identify problem steps, such as questioning the user and inquiring about environmental and infrastructure changes; how to conduct external or internal research, based on symptoms, and establishing a theory of probable cause; testing the theory of the likely cause of the problem and evaluating your test results. Next, learn how to establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and best practices in how to document findings, actions, and outcomes. This course wraps up with an exercise assignment to identify, resolve, verify, and document computer problems, while considering policies, procedures, and impacts. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_26_enus

CompTIA A+ 220-1002: Critical Security Concepts

Overview/Description:

Among the newer forms of security for most workers in the 21 st century involves social engineering—protecting workers and work against subtle but dangerous attacks by con men and scammers. This 14-video course reviews security fundamentals and the many ways in which devious people steal information—masquerading as delivery men, entering unauthorized areas without badges, shoulder surfing (airports, coffee shops), spoofing, dumpster-diving, and insidiously clever "spear phishing" attacks—legitimate-looking e-mails luring workers to malicious websites, or worse, into opening "encrypted" attachments with company credentials or password. Review critical measures of Active Directory administration, user management, and encryption of files and disks; implement logon time restrictions and failed-attempt lockouts; disable guest accounts in a timely fashion; avoid use of noncompliant systems; prevent careless moving or copying of office files; encrypt files and disks. In this day of widespread remote teleworking, safeguard home offices—where wireless signals are easily intercepted without simple, appropriate precautions. Danger lurks everywhere, and no one, however experienced, can ever be too careful! Course helps prepare for CompTIA+ certification exam 220-1002.

Course Number:

it_cscoat_08_enus

CompTIA A+ 220-1001: Printers

Overview/Description:

Explore all types of printers, such as laser, inkjet, thermal, impact, virtual, 3D, and also print drivers, and connection options used when installing a printer. This course covers the following: components of a laser printer, such as imaging drum, fuser assembly, transfer belt, rollers, separate pads, and duplexing assembly; the laser printer imaging process, developing, transferring, fusing, and cleaning; routine maintenance tasks such as toner replacement, maintenance kit application, and calibration; inkjet printer components, including ink cartridge, print head, roller, feeder, carriage, and belt; how to calibrate and maintain an inkjet printer including replacing cartridges and clearing jams; components of a thermal printer including the feed assembly, heating element, and special thermal paper; and thermal printer maintenance tasks such as replacing paper, cleaning heating elements, and removing debris. Examine components of impact printers, such as print head, ribbon, tractor feed, and impact paper; differentiating between virtual print options such as print to file, print to PDF, print to XPS, and print to image; and the components of a 3D printer, such as plastic filaments. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_23_enus

Software Requirements Planning

Overview/Description:

Software requirements refer to required features and functions of software products during planning. Without a thorough understanding of requirements, projects have little hope of being successful. In this 13-video course, learners explore fundamentals of software requirements, including approaches to discovering and defining requirements, and how to transition from requirements to vision, organizational processes, and user stories. Key concepts covered here include elements making up the requirements engineering process; appropriate types of stakeholders to help determine software requirements; and methods for gathering stakeholder demands and turning them into requirements. Learn about best practices for turning requirements into software specifications that are complete, concise, correct, consistent, testable, and unambiguous; recognize techniques to help prioritize features, and determine the MVP (minimum viable product) and what can be delayed to future sprints; and learn tips and tricks to identify hidden requirements and to create a requirements traceability matrix. Finally, learn how to approach requirements planning for application programming interface (API) development; learn effective use of requirements engineering applied to software development lifecycles; and learn how to validate software requirements.

Course Number:

it_pmsrpldj_01_enus

ITIL Service Transition Concepts and Processes

Overview/Description:

After planning and completing your service design, you must next transition the IT service into the live environment – a key step towards valued IT service management.
In this course you’ll learn about the service transition stage of the ITIL service lifecycle, including service transition scope and policies. This course also covers the key processes of service transition, including best practices and key activities for release and deployment, knowledge management, transition planning and support, validation and testing, and change management procedures. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a06_enus

CompTIA A+ 220-1001: Virtualization

Overview/Description:

Explore the basics of virtualization, including how it allows for the creation of virtual resources such as operating systems, servers, and storage solutions. This course opens with an overview of virtual machines (VMs) and memory; the purpose of VMs and the tasks they perform, their common uses and how they are created within the physical host computer; and common configurable settings for a VM. Next, learners explore determining VM resource requirements; the role and requirements of emulators for VMs which do not have direct access to the actual hardware of the physical host system; virtualization security and network requirements; and the role of the hypervisor to separate the operating system and applications from the physical hardware and enable a physical host machine to operate numerous guest machines. The course concludes with an exercise on configuring virtualization with activities including describing virtual machine resource requirements; describing the purpose of emulators; describing network considerations of virtualization; and defining the difference between Type 1 and Type 2 hypervisors. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_25_enus

CompTIA A+ 220-1001: Mobile Device Network Connectivity & Application Support

Overview/Description:

Examine mobile device network connectivity options, such as wireless, cellular, and Bluetooth, as well as application support for commercial e-mail and VPN. Find out how wireless and cellular data networks operate. Watch how to enable, pair, find, and test Bluetooth connectivity. Study POP3 and IMAP email configurations. Review port, SSL, and S/MIME settings. Explore the differences between iCloud, Google, Exchange Online, and Yahoo. Consider features of PRI (Product Release Information), PRL (Preferred Roaming List), and baseband device updates. Identify the purpose of radio firmware. Compare IMEI and IMSI identification systems. Discover the benefits of VPN.

Course Number:

it_cscoao_04_enus

CompTIA A+ 220-1002: Operational Procedures Best Practices

Overview/Description:

This 13-video course offers a comprehensive overview of best practices and safety standards: the working rules which keep operators from causing harm to their systems. Documentation best practices, for example, begin with network topologies—mapping diagrams of distribution of devices and subnetworks, home or office—while sensible password policies exist to offer invaluable protection to users and systems alike. Record all incidents; manage inventory carefully; comply with government regulations and MSDS documentation. Basic safety procedures—goggles, air filter masks, weight limitations, toxic waste handling—are needed to protect users, equipment, and IT staff alike, and must be up-to-date. Change management is critical to continued success; what the world you work in will look like next year is almost impossible to guess, so learn to be ready for anything. Remote access technologies are constantly evolving, and you must keep abreast of changes. A closing exercise allows you to assess your knowledge of just a few: password policies; airborne dust and debris; and government regulatory compliance laws. Course helps prepare for CompTIA A+ certification exam 220-1002.

Course Number:

it_cscoat_10_enus

Decision Making for Software Project Managers

Overview/Description:

Decisions are a critical responsibility in project management, but the process of making decisions can be difficult. In this 14-video course, learn to identify the key principles of decision making in a software environment, and explore what is needed to speed up the decision-making process. Discover skills to speed up the decision-making process; learn techniques to collect all necessary information for making informed decisions, and identify how to examine old information and compare it to current information to make informed decisions. Examine ways to obtain current information to make better decisions; learn techniques to anticipate future events based on information already collected; and view principles and approaches for embracing the fail-fast approach to decision making in Agile projects. Discover how to improve the decision-making process in an organization by flattening the decision-making structure; how decision making is different in an Agile environment versus traditional linear project management; and learn reasons why we tend to make poor decisions, particularly in environments where speed is imperative. Conclude the course by examining best practices for decision making.

Course Number:

it_pmdmspdj_01_enus

CompTIA A+ 220-1001: Working with Motherboards CPUs & Add-On Cards

Overview/Description:

Discover motherboards, the basics of central processing units (CPUs), and add-on cards, as well as the various factors that need to be considered to install and configure them in your computer. In this course, you will learn about motherboard form factors and connector types; about the basic input/output system (BIOS) of your computer; configuring BIOS security; and how BIOS contains the most basic system software that allows the system to be booted and for your operating system to interact with the hardware. Also covered in the course are Complementary Metal Oxide Semiconductor (CMOS) batteries; the most basic aspects of your CPU; the processing core, and differences between single-core and multicore processors; CPU features and compatibility; and comparing two of the most popular manufacturers of microprocessors, cooling mechanisms for the CPU including options for dissipating heat in your system. The course concludes with a discussion about how expansion cards can be used to expand the capabilities of your computer. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_17_enus

ITIL 4 Foundation: Key Concepts of Service Management

Overview/Description:

Discover the relationship between value and stakeholders, and examine various roles, key concepts, relationships, and the definitions of utility and warranty.

Course Number:

it_acs04_02_enus

CompTIA A+ 220-1001: Accessories & Mobile Device Synchronization

Overview/Description:

Mobile devices have flooded the market. Discover the various mobile connection types available, as well as best practices for synchronizing data. In this course, you will learn how to identify different types of wired connections, such as microUSB, lightning, tethering, and proprietary vendor-specific ports. You will also learn about wireless connections, such as NFC, Bluetooth, infrared (IR), and hotspots. Find out about accessories, such as headsets, speakers, game pads, battery packs, waterproofing, card readers, and memory types. See how to synchronize data, authenticate connections, and meet software requirements to install apps on a PC.

Course Number:

it_cscoao_03_enus

Business Analysis for Project Management: Practices for Later Project Stages

Overview/Description:

Properly defined scope statements, designing flow diagrams, establishing roles and responsibilities, and applying different methods of effect analysis all aid in business analysis and improving project processes. This 14-video course explores how a project analyst implements business analysis practices into software project management for execution, monitoring, controlling, and continuous improvement of a project. Begin with a look at the components of a scope statement and how to create it, then examine the steps involved in creating a business analysis plan. Learn how flow diagrams can be used to improve project processes; how the roles and responsibilities matrix can be used to specify ownership of project activities among team members; and recognize the need to track defects through reviews. Explore failure-mode effect analysis; cause-and-effect analysis; and the process of user acceptance testing. Learn to differentiate between quality assurance and quality control; recognize the importance of data analysis; and examine commonly used tools for analyzing business needs following project initiation. The course concludes by identifying critical activities within business analysis that will ensure continuous improvement.

Course Number:

it_pmbapmdj_02_enus

CompTIA A+ 220-1002: Microsoft Command Line Tools

Overview/Description:

Examine how to use Windows management utilities in both the command line and GUI – necessary skills for the A+ 220-1002 exam. During this course, you will learn how to navigate the file system and diagnose and maintain networks. Examine GOP tools, the imaging tool, Copy, Xcopy, and Robocopy. Learn about net use and the net user command to create and delete user accounts. Discover the native Windows GUI tool services.msc, to manage the Windows system. Also learn about other Windows GUI tools, such as Notepad, Explorer, Windows Update, and Regedit.

Course Number:

it_cscoat_03_enus

Architecture & Enterprise Governance

Overview/Description:

COBIT 5 is used to maximize confidence in, and value of, information systems. Explore COBIT and its evolution over time to its most recent version, COBIT 5, as a framework for IT enterprise governance and management.

Course Number:

it_ibcbit_01_enus

CompTIA A+ 220-1002: Software Troubleshooting

Overview/Description:

Diagnosing problems within a network or a computer requires a special and versatile toolbox for the IT specialist. This 9-video series outlines many popular troubleshooting tools and practical strategies needed to quickly isolate all kinds of problems, regardless of platform, and resolve them, to help restore normal working conditions efficiently and quickly. Various process checklists are invaluable—the five-step system checklist, the six-step analyzing systems, the seven-step remediation of malware, all discussed here. Is the problem widespread or limited to one machine? Has anything significant been installed recently—hardware or software? Are users plagued by popups, spam, slow bootups, or slow performance? Do specific security issues need addressing? Is a Web-based email application (Hotmail, Yahoo, G-mail accounts) involved? If malware is suspected or discovered, the system is often infected; one machine or many may need to be rebooted, restarted, and cleaned—and antivirus or antimalware installed. Learn what to do and when to do it, from rolling back updates to restarting service. Course helps prepare for CompTIA+ certification exam 220-1002.

Course Number:

it_cscoat_09_enus

Business Intelligence: Project Data Analysis

Overview/Description:

In this 13-video course, learners will explore how advanced project data analysis is performed with different methods; strategies for adopting a data-driven mindset; and how to frame a data strategy. In addition, discover common business intelligence applications that can be used to analyze, query, and report data at an organizational level. Begin by learning about the need to revise data analysis methods for business intelligence (BI), and examine BI applications commonly used to analyze and report information. Explore key drivers for an organization to adopt a BI solution; recognize practices for developing a data-driven mindset within an organization; and observe steps involved in planning for BI across the organization. Examine how a data strategy aligns the organization’s data-related activities towards providing BI insights; learn to recognize the need to build the best team for successful BI orientation across an organization; and view considerations that pertain to defining key performance indicators (KPIs), for BI-related data analysis. Also learn about Advanced Analytics for BI; telling stories through reports; and guidelines for a successful BI project.

Course Number:

it_pmapdadj_01_enus

Principles

Overview/Description:

Explore COBIT 5 principles and the treatment of governance and management processes.

Course Number:

it_ibcbit_03_enus

Software Data Analysis: Project Management Metrics

Overview/Description:

Explore differences between traditional and Agile software project management in this 14-video course. Learners discover how to use real-time data metrics for command, control, and decision making. Examine the role metrics play in monitoring teams and continuous development, the role of software project management tools, and how to use JIRA to manage software projects. Begin by comparing traditional versus Agile project management, and take a look at effective use of software project management data analysis metrics and Agile project management data analysis metrics to monitor and control Agile projects. Discover how to use Agile team metrics for continuous self-improvement, and how real-time data metrics can feed the decision-making process. Identify how to select meaningful software project metrics; benefits of using software metrics and how to monitor and track them; and observe pitfalls encountered when one uses software project metrics. Learn how to identify key Agile project metrics to measure success; continuous development metrics; and types of software project management tools. Learn how to configure and use JIRA and dashboard to manage software projects.

Course Number:

it_pmpdasdj_01_enus

Project Management Tools: Understanding PM Tools

Overview/Description:

Explore different types of project management (PM) tools, including collaboration, productivity, messaging, and file-sharing tools. Discover how to choose the best tools and how to use them in this 16-video course. Key concepts covered here include what PM tools are and how they are used; why PM tools are important to successful project management and how to select optimum PM tools for projects; and features to look for when considering PM tools and using them specifically for managing project work. Learn about collaboration tools in the context of PM tools; learn personal productivity tools and techniques in the context of PM tools; and learn how to work with Gantt charts by using TeamGantt, with Kanban boards using Trello, with real-time messaging using Basecamp, with a knowledge base using Wrike, with Dropbox file-sharing tool, and with to do lists with Asana. Next, learn how to use personal tools to avoid distractions and improve productivity; learn features types and features of PM tools, list features of PM software, and describe collaboration tools and why PM tools are used.

Course Number:

it_pmunptdj_01_enus

Project Management Tools: Understanding the Collaboration Tools

Overview/Description:

Collaboration tools continue to elevate in importance in relation to project management (PM). Project managers should have a clear understanding of each tool and be able to choose the best collaboration tool for the job. This 15-video course offers an overview of collaboration tools available for various situations and how to choose a suitable collaboration tool. Begin with a look at collaboration tools, including file-sharing tools, and why they are required for successful project management. Then learn about the special collaboration tool considerations for Agile teams, as well as for virtual teams. Learn to identify benefits and challenges of video conferencing tools; of instant and online messaging tools; of knowledge-sharing tools; of resource-sharing tools; and of project work management tools. Discover how to collaborate by using videoconferencing tools; using knowledge sharing tools; using instant messaging tools; using resource sharing tools; and using project work management tools. The concluding exercise involves identifying the correct collaboration tool to use for project management by team and type.

Course Number:

it_pmcltldj_01_enus

ITIL Service Strategy Processes

Overview/Description:

A well-executed service design strategy that encompasses proper demand management, financial service management, and customer relationship management results in both customers and IT service providers achieving their goals.
In this course you’ll learn about the demand management process, including the purpose and benefits of service level packages. You’ll also learn about key financial management concepts and the importance of the business case. This course also covers the business relationship management process, including its scope and key challenges. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a03_enus

CompTIA A+ 220-1001: Wireless Networking Protocols

Overview/Description:

As wireless gadgets proliferate, so do their network protocols. This course helps you distinguish between WiFi standards 802.11a, 802.11b, 802.11g, 802.11n, and 802.11ac; the frequencies they use, the channels they offer, and how well they perform against one another. Other wireless standards discussed include Bluetooth, Near Field Communication (NFC), Radio Frequency Identification (RFID), and Zigbee and Z-Wave for Iot devices and low power applications. Finally, this course compares 3G, 4G, 5G, and LTE cellular communication standards and their application to mobile devices.

Course Number:

it_cscoao_08_enus

CompTIA A+ 220-1002: MS Operating System Administrative Tools

Overview/Description:

Examine how to use Windows Administrative Tools to navigate available options, and to perform memory diagnostics, disk management, and system maintenance – necessary skills for the A+ 220-1002 exam. Learn about computer management and a custom MMC to manage the local machine. Examine the Performance Monitor and Task Scheduler. Identify data sources, component services, and system configuration. Review print management, local security policy, Windows memory diagnostics, Windows Defender, the Event Viewer, and user account management. Finally, discover the features and uses of MSConfig, the Task Manager, and Disk Manager.

Course Number:

it_cscoat_04_enus

ITIL 4 Foundation: Key Concepts

Overview/Description:

Discover the four dimensions of IT service management (ITSM) and the external factors that influence the dimensions.

Course Number:

it_acs04_03_enus

CompTIA A+ 220-1001: Network Types

Overview/Description:

This course helps learners explore the common network and Internet connection types available to connect devices and businesses. First, you will take a look at the basic characteristics of a local area network, or LAN, a network of computers and other components such as printers located relatively closely together. Then explore the wide area network (WAN), effectively the complete opposite of the LAN. Learn about the personal area network, PAN, which refers to an interconnection of personal devices all within the range of an individual. Examine the features of the Metropolitan Area Network, MAN, larger than the LAN but not as large as the WAN. Next, the Wireless Mesh Network and the high-speed Internet service known as Cable Internet. Further tutorials look at the digital subscriber line or DSL Internet service; the benefits of using Fiber Optic connections; dial-up and satellite Internet access, and the Integrated Services Digital Network, or ISDN. You will learn about the Line-of-Sight, or LOS Internet service and look at Cellular Networks. Close out with an exercise on configuring Internet connections. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_11_enus

CompTIA A+ 220-1001: Laptops Features & Mobile Device Types

Overview/Description:

Explore various laptop features and supporting devices, such as special functions, docking stations and removable screens. During this course, you will delve into these features, and also port replicators, physical laptop security, tablets, smartphones, and wearable technology, such as smart watches, fitness monitors, and VR/AR headsets. As an exercise, you will describe when to use special function keys, list the benefits of using a docking station, identify when to use a port replicator, describe the features of a smartphone, and list GPS device capabilities.

Course Number:

it_cscoao_02_enus

CompTIA A+ 220-1001: Storage Solutions

Overview/Description:

Every computer requires a storage device, so in this course you will explore different storage options and how they work, and discover various types of storage solutions for your computer. First, take a look at the Compact Disk (CD) storage medium and learn when to use it. Then examine the Digital Versatile Disk (DVD), and learn how to differentiate between the DVD and other storage types. Look at the Blu-ray disk format, another digital optical disk data storage form. Examine the features of Solid-State Drives or SSDs, a persistent memory storage type, and Magnetic Hard Drives, an electromechanical data storage device. Compare and contrast features of the two most common physical sizes for hard drives: 3.5 and 2.5 inch drives. Look into hybrid drives and their benefits, and the features of flash drives. Examine when to use hot swappable drives and learn the differences between Redundant Array of Independent Disks (RAID) 0, 1, 5, and 10. The concluding exercise deals with recognizing various storage solutions. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_16_enus

CompTIA A+ 220-1002: Application Installation Networking & Tools

Overview/Description:

Examine application installations and the configuration requirements and considerations for application rollouts, networking security, and remote connections, including the use of Windows Control Panel tools and Linux commands. This course shows learners how to configure the correct folder/file access to support application installation and validate security to minimize impact to devices and the network; how to configure Windows Firewall; how to configure IP addresses in Windows; how to list differences in network connection types, requirements, and security; when to use Homegroup, Workgroup, and Domain setup; how to manage and configure shares, mapped drives, and printers; and how to manage and configure remote connectivity, including proxy settings, Remote Desktop Connection, and Remote Assistance. Other issues: how to implement best practices for disk maintenance, patch management, driver/firmware updates, and antivirus/anti-malware updates; how to use and configure MAC/Linux client tools; how to manage client features; and how to use basic Linux commands, plus an overview of Client Tools. Course helps prepare for CompTIA A+ certification exam 220-1002.

Course Number:

it_cscoat_06_enus

ITIL Service Design Concepts

Overview/Description:

Aligning an IT service with business objectives and needs is critical for effective IT service management (ITSM), and the service design specifications to provide these IT services must be well-planned to ensure this vital alignment.
In this course you’ll learn about the key concepts of the service design stage of the ITIL service life cycle, including the five aspects of service design. This course also covers service solution considerations, elements of architectural design, and enterprise architecture components and roles. Finally, you’ll be introduced to process design, including the elements of a process, types of metrics, and the benefits of metrics trees. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management. ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a04_enus

ITIL Service Operation Concepts

Overview/Description:

An IT service only achieves it true value when the planned and expected benefits of the service design are realized. Service operation is the stage of the ITIL service life cycle in which the service management and delivery is carried out at the agreed levels to business users and customers.
In this course, you’ll be introduced to the service operation stage of the ITIL service life cycle, including its purpose, benefits, and scope. You’ll also learn about the effective communication techniques necessary during service operation activities. This course also covers the four key service operations functions including the service desk, technical management, IT operations management, and application management. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a07_enus

CompTIA A+ 220-1001: Connectors

Overview/Description:

Computers require several different connectors and converters. In this course, you will explore some of the most common connector types, such as RJ-45, USB, and Lightning. Learners will first look at the physical connectors for RJ-11 and RJ-45 cabling then move on to RS-232 ports. Next, take a look at the Bayonet Neill-Concelman Connector (BNC), and the RG-6 and RG-59 physical connectors. Then you will learn about connectors used with the Universal Serial Bus (USB), including micro, mini, and USB-C. You will then focus on the DB9 connector and when to use it, and also look at the benefits of using Lightning connectors. This leads to a review of connectors used with the Small Computer System Interface (SCSI) and the External Serial Advanced Technology, or eSATA interface. Then learn more about the Molex connector, which provides the power for your internal PC components. Conclude with an exercise on differentiating between various connectors. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_14_enus

CompTIA A+ 220-1001: TCP & UDP ports

Overview/Description:

Explore common TCP and UDP ports, protocols, and their purpose. In this course, learn to tell the difference between TCP and UDP. Learn usage of well-known communication ports for FTP, SSH, Telnet, e-mail, HTTP, HTTPS, DNS, DHCP, RDP, NetBIOS/NetBT, SMB, CIFS, SLP, AFP, LDAP, and SNDP. As an exercise, you will learn how to describe features of FTP, list the ports used for both sending and receiving an e-mail transmission, and describe the benefits of DHCP.

Course Number:

it_cscoao_05_enus

CompTIA A+ 220-1001: Custom PC configuration

Overview/Description:

Examine the different configuration requirements and options available for various types of computers including workstations, home theater systems, and high-end gaming computers. In this course, you will learn about: specialized computer systems, starting with the graphic design workstation and associated characteristics and use of a processor, video, and RAM; the requirements of an audio/video editing workstation and seeing the benefits of using dual monitors and increased memory; the requirements of a virtualized workstation such as RAM and CPU; the features of a gaming PC, such as processor, video, sound, and cooling; the features of a thick client versus a thin client in terms of applications and operating system requirements and network connectivity; capabilities of the home server PC, including media streaming, file sharing, gigabit NICs, and Redundant Array of Independent Disks (RAID). This course wraps up with an exercise on customizing computer system configuration focusing on a graphic design workstation, a virtualized workstation, a gaming PC, and the features of thin and thick clients. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_21_enus

CompTIA A+ 220-1001: Networking Tools

Overview/Description:

In this course, explore the numerous networking tools available to help identify, diagnose, and resolve problems and issues occurring on a computer network. The first tutorial looks at the tool to use if you find yourself working with cabling, the crimper. Next, another essential tool for anyone working in cabling, the cable stripper. Then take a look at the multimeter, an electronic tool used to measure voltage, amps, and resistance, among other things. You will learn about another useful tool and when to use it, the tone generator and probe. The next is the cable tester, and as it says, it is a device used to test cable connectivity. Moving on, learners can examine the loopback plug and the punch down tool. Finally, explore the Wi-Fi analyzer, a tool that you might find yourself using if you need to really optimize the coverage of a fairly large area with Wi-Fi. Conclude by reviewing your nr knowledge with an exercise recognizing when and where to use some of these common networking tools. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_12_enus

ITIL 4 Foundation: Service Management Practices (Part 2)

Overview/Description:

Explore the purpose of eight of the fifteen service management practices relating to release, service configuration, service continuity, service desk, service level, service request, deployment, and continual improvement.

Course Number:

it_acs04_09_enus

Skills for Project Analysts: Negotiation Skills

Overview/Description:

A crucial part of the role of a project analyst is being able to negotiate. In this 13-video course, learners can improve their negotiation skills by examining the benefits of negotiations, how to resolve conflicts, and the negotiation stages. Begin with a look at the importance of negotiation skills in project management; identify how a project analyst benefits from using negotiation skills within a project team; and explore how negotiation skills can improve conflict resolution within teams. Delve into the five stages of the negotiating process, and also the types of negotiation techniques commonly used. Explore negotiator styles, the five types of negotiating; collaborative negotiation, and the benefits of using collaborative negotiation to bring about a win-win situation. Learn about the stages of a negotiation. Then explore methods of negotiating effectively, and discover ways to overcome hurdles during negotiations. Conclude the course with a look at common mistakes in negotiations, and examining common pitfalls to avoid in a negotiation.

Course Number:

it_pmnnspadj_01_enus

ITIL 4 Foundation: Service Management Practices (Part 1)

Overview/Description:

Examine the purpose of seven of the fifteen ITIL Foundation service management practices relating to availability, capacity and performance, change control, incident, IT asset, monitoring, event, and problem management.

Course Number:

it_acs04_08_enus

Managing and Engaging Stakeholders

Overview/Description:

Effective stakeholder engagement techniques help to ensure successful projects. Discover how important stakeholders are in a project, the processes involved in stakeholder management, and how projects can have different types of stakeholders including internal and external, in this 13-video course. Begin by defining stakeholders, recognizing their importance in a project. Then move on to examining key processes involved in stakeholder management to ensure project success. You will learn to compare internal and external stakeholders in a project, the influencers, and recognize how different stakeholders can exert different influences on a project. Explore different types of stakeholder needs; key techniques used for collecting stakeholder requirements; and techniques for asking probing questions to ensure clarity on stakeholder, customer, or team needs. Discover commonly used tools to document stakeholder requirements, and the tools to ensure effective communication with stakeholders. Learn to recognize ways to effectively handle difficult stakeholders. Finally, learners examine common mistakes to avoid when engaging stakeholders.

Course Number:

it_pmisnddj_01_enus

Stakeholder Needs & Framework Integration

Overview/Description:

COBIT 5 is used to maximize confidence in, and value of, information systems. Explore COBIT and how to tackle enterprise challenges and meet stakeholders’ needs.

Course Number:

it_ibcbit_02_enus

CompTIA A+ 220-1001: Common Devices

Overview/Description:

Explore common configuration tasks for laptops and desktop computers, such as installing thin or thick clients, configuring touchpads and touchscreens, app installation, and wireless settings. In this course, you will learn the difference between installing and configuring a thin client or a thick client on desktop computers, depending on the software running on a system; how to set up desktop accounts and settings; and how to set up and configure accounts and apps on a laptop. In addition, learn how to configure laptop touchpad settings and configure laptop touchscreen configuration settings; how to configure wireless settings on a laptop and the settings required to make a connection; and how to perform synchronization between laptops and some of the options that are available for synchronizing. This course concludes with an exercise designed to describe characteristics of a thin client and thick client; to configure a laptop including laptop touchscreen settings; to set up accounts on a laptop; and to configure laptop wireless settings. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_20_enus

CompTIA A+ 220-1001: SOHO Devices

Overview/Description:

There are numerous small office/home office (SOHO) multifunction devices available on the market. Explore these devices, including the different settings and configuration methods. In this course you will learn: how to use appropriate drivers for a given operating system including duplex, collate, orientation, and quality; how to configure wired device sharing including USB, serial, and Ethernet; how to configure wireless device sharing including Bluetooth, 802.11, and infrastructure versus ad hoc; the purpose of integrated print servers; the benefits of cloud and remote printing; how to share local/networked devices via operating system settings such as Transmission Control Protocol (TCP), Bonjour, and AirPrint; specify data privacy concerns such as authentication and hard drive caching. Conclude with an exercise on working with SOHO devices with assignments to identify appropriate drivers for a given operating system; to describe print options such as collation, duplex, and orientation; to describe the purpose of an integrated print server; to describe printer rights and permissions; and learn to describe how to clear the print spooler on a Windows system. This course can be used to help prepare for the 220-1001: CompTIA A+ certification exam.

Course Number:

it_cscoao_22_enus