David Pultorak

Continuous improvement is a core principle of agile project management. A team that prioritizes continuous improvement will deliver better products, complete projects more quickly, work more efficiently, and create a culture of learning and collaboration. In this course, learn how to apply continuous improvement to your team’s practices—helping you deliver better results by adapting to change, reducing waste, and fostering a learning culture. Instructor David Pultorak helps you understand the… Show more

Continuous improvement is a core principle of agile project management. A team that prioritizes continuous improvement will deliver better products, complete projects more quickly, work more efficiently, and create a culture of learning and collaboration. In this course, learn how to apply continuous improvement to your team’s practices—helping you deliver better results by adapting to change, reducing waste, and fostering a learning culture. Instructor David Pultorak helps you understand the five disciplines of agile continuous improvement, identify areas for improvement, how to implement improvements on your team, and how to enable continuous improvement in your team or organization. Show less

Instructor David Pultorak covers services and service management, the service management lifecycle, terminology, principles and models, service management processes, ITIL functions and roles, and the technology that can help you scale, automate, monitor, and optimize your services. In each chapter, he provides tips for moving concepts into practice. He helps you think through dos and don'ts and provides valuable references and resources for learning more.

The release of ITIL® 4 modernizes the popular service management framework, adding coverage of topics such as lean, agile, and DevOps. In this course, look at the ITIL® 4 Foundation exam first. ITIL® Expert David Pultorak provides a high-level overview of ITIL® 4 and how updates to the framework affect the ITIL® Foundation certification exam. Learn about the similarities and differences between the ITIL 4® and ITIL® v3 Foundation exams and certification schemes, as well as what sparked the… Show more

The release of ITIL® 4 modernizes the popular service management framework, adding coverage of topics such as lean, agile, and DevOps. In this course, look at the ITIL® 4 Foundation exam first. ITIL® Expert David Pultorak provides a high-level overview of ITIL® 4 and how updates to the framework affect the ITIL® Foundation certification exam. Learn about the similarities and differences between the ITIL 4® and ITIL® v3 Foundation exams and certification schemes, as well as what sparked the creation of ITIL® 4 in the first place. It will also explore the seven guiding principles of ITIL® 4, the four dimensions of service management, the components of the ITIL® 4 service value system, and more. Show less

How capable are you, your team, and your organization of responding quickly and efficiently, with quality and continuous improvement, to demands placed on you at high velocity? Lean IT provides a core set of principles, models, and practices to take your capabilities to the next level. This course covers that core set, including concepts such as value, value streams, flow, pull, and perfection. It helps you leverage lean for the current realities and driving needs in IT, especially “continuous… Show more

How capable are you, your team, and your organization of responding quickly and efficiently, with quality and continuous improvement, to demands placed on you at high velocity? Lean IT provides a core set of principles, models, and practices to take your capabilities to the next level. This course covers that core set, including concepts such as value, value streams, flow, pull, and perfection. It helps you leverage lean for the current realities and driving needs in IT, especially “continuous everything.” Follow along with instructor David Pultorak to learn the basics of lean IT and prepare for the Lean IT Foundation exam. By the end of the course, you should be able to understand lean IT concepts and apply them to achieve high velocity and quick time to value, quality, and continual improvement. Show less

There are many drivers for service desk modernization, such as a new focus on the customer experience, new tools and channels, and the need for agile services to match today’s digital enterprises better. Service desk transformations are complex and require excellent preparation and execution. In this course, veteran IT management consultant David Pultorak gives you a high-level look at how to prepare for and successfully execute a service desk modernization project. David helps you understand a… Show more

There are many drivers for service desk modernization, such as a new focus on the customer experience, new tools and channels, and the need for agile services to match today’s digital enterprises better. Service desk transformations are complex and require excellent preparation and execution. In this course, veteran IT management consultant David Pultorak gives you a high-level look at how to prepare for and successfully execute a service desk modernization project. David helps you understand a modern service desk, including agile services (and service levels and periods), channels and processes, metrics, dashboards and reporting, and ticket-driven agile improvement. He covers why it is crucial to transform your service desk into a modern one and gives you ideas on how to do so. David goes over Agile working methods and discusses user experience management tools like Nexthink, Aternity, HappySignals, and CallMiner. Show less

Service management is the mental model behind ITSM tools like ServiceNow, Nexthink, and HappySignals, as well as the roles, workflows, and information that help you support and deliver the products and services you offer. This course from instructor David Pultorak explains the necessity of service management and how it can best work in an agile environment. David covers the basics of service management—what it is, why it’s important, and practical tips on how to use it. He talks about the… Show more

Service management is the mental model behind ITSM tools like ServiceNow, Nexthink, and HappySignals, as well as the roles, workflows, and information that help you support and deliver the products and services you offer. This course from instructor David Pultorak explains the necessity of service management and how it can best work in an agile environment. David covers the basics of service management—what it is, why it’s important, and practical tips on how to use it. He talks about the stakeholders you must tend to, and the journeys and experiences they take with you. He also imparts his ideas on how to better stage and conduct interactions. As David shows, when individuals, teams, and organizations grasp these concepts, it can make a big difference in everyone’s day-to-day work life. Show less

This installment of the Putting ITIL® into Practice series helps ITIL® Foundation certified professionals get a practical start at applying DevOps concepts within their ITIL®-driven enterprise IT organizations as they move from traditional IT towards cloud and mobile on their digital transformation journey. Throughout this course, instructor David Pultorak examines where DevOps and ITIL® Foundation concepts intersect in an enterprise setting. He introduces DevOps for ITIL®-driven shops… Show more

This installment of the Putting ITIL® into Practice series helps ITIL® Foundation certified professionals get a practical start at applying DevOps concepts within their ITIL®-driven enterprise IT organizations as they move from traditional IT towards cloud and mobile on their digital transformation journey. Throughout this course, instructor David Pultorak examines where DevOps and ITIL® Foundation concepts intersect in an enterprise setting. He introduces DevOps for ITIL®-driven shops, including a discussion of what cloud-native DevOps and enterprise IT shops do and does not have in common. He then covers ideas on how to adapt DevOps values, principles, methods, practices, and tools to accommodate enterprise IT challenges and how to adapt aspects of ITIL®-driven shops to accommodate DevOps values, principles, methods, practices, and tools. Show less

The Putting ITIL® Into Practice series is designed to help ITIL® Foundation-certified professionals apply the concepts they have learned. It offers a fresh, agile, and directly applicable approach to help individuals, teams, and organizations implement ITIL®. This course introduces the seven ways framework for applying ITIL® Foundation concepts, with all new content for ITIL® 4—the version that brings IT service management concepts into the cloud-based era. Instructor David Pultorak covers how… Show more

The Putting ITIL® Into Practice series is designed to help ITIL® Foundation-certified professionals apply the concepts they have learned. It offers a fresh, agile, and directly applicable approach to help individuals, teams, and organizations implement ITIL®. This course introduces the seven ways framework for applying ITIL® Foundation concepts, with all new content for ITIL® 4—the version that brings IT service management concepts into the cloud-based era. Instructor David Pultorak covers how to apply the topics covered in ITIL® 4 Foundation: the four dimensions of service management, the ITIL® service value system, ITIL® guiding principles, service value chain activities, and ITIL® service management practices. In each chapter, David provides tips for moving concepts into practice. He helps you think through dos and don'ts and provides valuable references and resources for learning more. Show less

The Information Technology Infrastructure Library (ITIL) is a leading source of IT service management guidance. Millions of IT professionals are ITIL certified, many organizations and vendors have adopted ITIL and embedded it into their IT management software. In this course, David Pultorak introduces you to ITIL, covering the basics of both current versions of this popular approach to IT service management: ITIL® v3 and ITIL® 4. Starting with ITIL® v3—retired as a certification path in 2022… Show more

The Information Technology Infrastructure Library (ITIL) is a leading source of IT service management guidance. Millions of IT professionals are ITIL certified, many organizations and vendors have adopted ITIL and embedded it into their IT management software. In this course, David Pultorak introduces you to ITIL, covering the basics of both current versions of this popular approach to IT service management: ITIL® v3 and ITIL® 4. Starting with ITIL® v3—retired as a certification path in 2022 but still widely used—David explains the service lifecycle, processes and functions, and roles, technology, and automation. He then compares the major differences in ITIL® 4: the four dimensions, the service value system, the service value chain, and the guiding principles and practices. David also helps you learn the basics of ITIL® certification, including the ITIL® v3 and 4 certification schemes, and provides tips for passing the certification exam. Show less

In our digital enterprise age, where technology and commerce have merged, the modern organization has transformed so that the business is IT (information technology), and IT is the business. In this context, it is counterproductive to continue to try to handle major IT incidents, such as cyberattacks, and business-side PR nightmares, such as leaked company-sensitive information, in isolated business and IT silos. An approach that relies on separate and siloed teams, each following different… Show more

In our digital enterprise age, where technology and commerce have merged, the modern organization has transformed so that the business is IT (information technology), and IT is the business. In this context, it is counterproductive to continue to try to handle major IT incidents, such as cyberattacks, and business-side PR nightmares, such as leaked company-sensitive information, in isolated business and IT silos. An approach that relies on separate and siloed teams, each following different playbooks without a shared visualization of the situation, is a recipe for confusion and disaster. Today’s organizations need something different. They need business and IT professionals and teams to work from the same frame of reference, with a shared objective, shared information, a common visualization of the situation, a shared toolchain, and one shared set of processes. Frustratingly (until now), no unified body of knowledge provided a common framework for organizations to understand and handle critical situations. Acceleres created the Critical Communication Capability® (CCC) Framework to fill that gap. The CCC Framework is an extensive body of knowledge designed to provide individuals, teams, and organizations with a shared frame of reference for handling crises more efficiently and effectively. Acceleres designed the CCC Framework to make critical situation handling tractable for organizations of all sizes and provide a shared frame of reference for assessing and establishing readiness and capability. It works as a unifying approach incorporating existing incident response processes and practices. There is no other framework like it. This publication outlines the shared approach of the CCC Framework. It includes the CCC Model, a capability assessment, an organized process for management and improvement, and extensive resource indicators and best practices. Show less

When an IT incident affects your organization, what you say, when you say it, and how you communicate it is crucial to protecting both your organization’s reputation and its long-term operations. Fortunately, handling hairy situations doesn't have to be guesswork. In this course, instructor David Pultorak covers the best ways to leverage the CCC® model, which gives you a shared approach, a common language, and best practices for improving communications during critical situations. David… Show more

When an IT incident affects your organization, what you say, when you say it, and how you communicate it is crucial to protecting both your organization’s reputation and its long-term operations. Fortunately, handling hairy situations doesn't have to be guesswork. In this course, instructor David Pultorak covers the best ways to leverage the CCC® model, which gives you a shared approach, a common language, and best practices for improving communications during critical situations. David explains the different areas, results, phases, and layers of the model, to make it easier for you to navigate challenging moments—from breaches, to hacks, to misunderstandings gone awry on social media. He goes over how to communicate during the incident and how to follow through during the aftermath. David also discusses factors that influence your ability to respond well during different phases and he concludes with ways you can improve your responses. Show less

Problem management is about preventing and resolving the problems underlying interruptions of IT services. A set of shared techniques can make the difference between success and failure. ITIL® mentions a set of techniques as best practice, but does not cover how to apply them. This course bridges the gap for IT pros, giving them a concise introduction to the seven problem management techniques endorsed by ITIL, including:

Brainstorming
Ishikawa diagrams
Kepner-Tregoe root cause… Show more

Problem management is about preventing and resolving the problems underlying interruptions of IT services. A set of shared techniques can make the difference between success and failure. ITIL® mentions a set of techniques as best practice, but does not cover how to apply them. This course bridges the gap for IT pros, giving them a concise introduction to the seven problem management techniques endorsed by ITIL, including:

Brainstorming
Ishikawa diagrams
Kepner-Tregoe root cause analysis
Fault tree analysis
Component failure impact analysis
Service outage analysis
Post-implementation and major problem review


ITIL trainer David Pultorak outlines the what, why, where, and how of each technique, and provide examples so you can practice with the goal of placing each technique into "muscle memory." He examines the 4 Ps that can contribute to or help resolve every problem��people, processes, products, and partners—and provides tips on where to go next. Show less

This book helps people prepare for the Itil® 2011 Edition Foundation qualification exam. It contains direct links to all syllabus and specifies the terms and definitions required. In addition, it gives sample questions for practice both within the text and also a number of the official exams questions in the back. The content of this book is based on the Itil® 2011 Edition core guidance and Apmg s Itil Foundation Certificate syllabus edition 2011. Written by globally experienced trainers and… Show more

This book helps people prepare for the Itil® 2011 Edition Foundation qualification exam. It contains direct links to all syllabus and specifies the terms and definitions required. In addition, it gives sample questions for practice both within the text and also a number of the official exams questions in the back. The content of this book is based on the Itil® 2011 Edition core guidance and Apmg s Itil Foundation Certificate syllabus edition 2011. Written by globally experienced trainers and reviewed by other professionals, this unique work provides clear and concise guidance for all those seeking to achieve success at the Itil Foundation Level. Covering: A clear and concise explanation of the exam structure; Key text for the exams; Sample exam questions and sample answers and Hints and Tips and practical examples this book will highlight for readers the key items they need for the Itil Foundation Exam that will increase chances of success. Show less

System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product.

A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use… Show more

System Center Service Manager 2010 offers enterprises a complete, integrated platform for adopting and automating service management best practices, such as those found in ITIL and Microsoft Operations Framework (MOF). Now, there’s a comprehensive, independent reference and technical guide to this powerful product.

A team of expert authors offers step-by-step coverage of related topics in every feature area, organized to help IT professionals quickly plan, design, implement, and use Service Manager 2010. After introducing the product and its relationship with the rest of Microsoft’s System Center suite, the authors present authoritative coverage of Service Manager’s capabilities for incident and problem resolution, change control, configuration management, and compliance. Readers will also find expert guidance for integrating Service Manager with related Microsoft technologies.

This book is an indispensable resource for every IT professional planning, installing, deploying, and/or administering Service Manager, including ITIL, MOF, and other IT consultants; system administrators; and developers creating customized solutions. Show less

Managing IT like a business demands integrated and systematic business and IT insight – the kind of integration and systematic insight SAP has spent the last 35 years helping the world’s leading companies achieve. Best-run businesses use SAP® solutions to automate key business processes to close the gap between strategy and execution. Best-run businesses drive clarity into their organizations by gaining insight for improved performance, efficiency for optimized operations, and flexibility to… Show more

Managing IT like a business demands integrated and systematic business and IT insight – the kind of integration and systematic insight SAP has spent the last 35 years helping the world’s leading companies achieve. Best-run businesses use SAP® solutions to automate key business processes to close the gap between strategy and execution. Best-run businesses drive clarity into their organizations by gaining insight for improved performance, efficiency for optimized operations, and flexibility to adapt quickly to changing circumstances. Like best-run businesses, IT organizations can optimize operations, maximize innovation, and adjust rapidly to evolving business needs. Their IT management solutions help them better understand themselves and their customers and make the best decisions when facing challenging expectations and constraints. This book outlines SAP’s view on best-run IT. It will help orient you to our related solutions and provide ideas for driving clarity and business value in your IT organization. Show less

Microsoft Operations Framework (MOF) 4.0 was delivered in 2008 and delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating Community-generated processes for planning, delivering, operating, and managing IT; Governance, risk, and compliance activities; Management reviews; and Microsoft Solutions Framework (MSF) best practices. The goal of MOF is to guide… Show more

Microsoft Operations Framework (MOF) 4.0 was delivered in 2008 and delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating Community-generated processes for planning, delivering, operating, and managing IT; Governance, risk, and compliance activities; Management reviews; and Microsoft Solutions Framework (MSF) best practices. The goal of MOF is to guide IT organizations to help them create, operate, and support IT services while ensuring that the investment in IT delivers expected business value at an acceptable level of risk. MOF aims to create an environment where business and IT can work together toward operational maturity. It uses a proactive model that defines processes and standard procedures to gain efficiency and effectiveness. MOF promotes a logical approach to decision-making and communication and the planning, deployment, and support of IT services. Show less

World-class IT leadership solutions from working with detailed, realistic, and proven IT leadership become more challenging yearly. Don't go it alone. Get practical help from the people who know what you're up against and what your most successful peers are. In CIO Wisdom II, more than a dozen of today's leading CIOs share specific, realistic, up-to-the-minute techniques for maximizing agility, cost-effectiveness, and business value. You'll find solutions for managing the internal and external… Show more

World-class IT leadership solutions from working with detailed, realistic, and proven IT leadership become more challenging yearly. Don't go it alone. Get practical help from the people who know what you're up against and what your most successful peers are. In CIO Wisdom II, more than a dozen of today's leading CIOs share specific, realistic, up-to-the-minute techniques for maximizing agility, cost-effectiveness, and business value. You'll find solutions for managing the internal and external forces impacting IT and dealing with more than 20 of your most challenging issues — business, technical, and human. You'll find specific, realistic approaches to everything from architecture to outsourcing, new technology selection, and governance. CIO Wisdom is more valuable than your last consultant — and much more cost-effective. Anticipating the next transformation in your role as CIO — and getting ahead of the curve Delivering real-time, mission-critical business lessons from the military Integrating the New best practices and cost-effective technical options Quantifying and maximizing software return on investment Mastering five crucial lessons for successful IT outsourcing Managing outsourced environments for maximum responsiveness, flexibility, and efficiency Leveraging the value of open source — and minimizing its risks Using IT to improve business processes — and improving your internal processes, including procurement Systematically securing your IT facilities Achieving compliance — and leveraging those investments for competitive advantage Previewing tomorrow's key trends in information management. Show less

Containing proven and practical implementation, maintenance, and optimization advice to the IT service and support environment. Authored by widely respected practitioners and experts, and developed with a hands-on approach. It provides a holistic view for setting up a Support Centre and gives a reference for Support managers to evolve their existing Support Centre, guidance to implementing ITIL processes and other Support Centre processes not in ITIL and a focus on operational metrics for the… Show more

Containing proven and practical implementation, maintenance, and optimization advice to the IT service and support environment. Authored by widely respected practitioners and experts, and developed with a hands-on approach. It provides a holistic view for setting up a Support Centre and gives a reference for Support managers to evolve their existing Support Centre, guidance to implementing ITIL processes and other Support Centre processes not in ITIL and a focus on operational metrics for the Support Centre. Show less