Main › Architecting on AWS

Architecting on AWS

Architecting on AWS

Architecting on AWS covers the fundamentals of building IT infrastructure on AWS. The course is designed to teach solutions architects how to optimise the use of the AWS Cloud by understanding AWS services and how these services fit into cloud-based solutions. This course emphasises AWS Cloud best practices and recommended design patterns to help students think through the process of architecting optimal IT solutions on AWS. It also presents case studies throughout the course that showcase how some AWS customers have designed their infrastructures and the strategies and services they implemented. Opportunities to build a variety of infrastructures via a guided, hands-on approach are also provided.

Course objectives
This course teaches you how to:
  • Make architectural decisions based on the AWS-recommended architectural principles and best practices
  • Leverage AWS services to make your infrastructure scalable, reliable, and highly available
  • Leverage AWS-managed services to enable greater flexibility and resiliency in an infrastructure
  • Make an AWS-based infrastructure more efficient in order to increase performance and reduce costs
  • Use the Well-Architected Framework to improve architectures with AWS solutions
Intended audience
This course is intended for:
  • Solutions architects
  • Solution design engineers
Course outline

Day 1

  • Core AWS Concepts
  • Core AWS Knowledge
  • Core AWS Services
  • Designing Your Environment
  • Making Your Environment Highly Available

Day 2

  • Forklifting an Existing Application onto AWS
  • Event-Driven Scaling
  • Automating
  • Decoupling
  • Build a New Environment

Day 3

  • Well-Architected Framework
  • Troubleshooting YourEnvironment
  • Large-Scale Design Patterns and Case Studies

Training materials: AWS digital kit, iLabs.

Certificate of ettendence: AWS Certificate

Main › IT Audit. Practical Cases

IT Audit. Practical Cases

IT Audit. Practical Cases

The “IT AUDIT” trainings will allow participants to gain a wide set of knowledge to plan, perform IT audits and manage IT audit enterprise programs.

You will have all required skills to face the most difficult problems, which include:

  • audit planning and reporting
  • business continuity audit
  • software development and system implementation lifecycle audit
  • operating systems, databases, network equipment configuration audit

This is solely practical training! You immediately will work. The training adopted for an audience which represents students with completely different background. If you just a novice, you will be solving simple tasks. If you’re professional, you will have a set of very sophisticated tasks.

The obtained experience will mandatory increase your value for employees and customers, and bring a tremendous level of a professional confidence to you personally.

We recommend this training for:

  • IT auditors
  • IT security specialists
  • IT quality specialists
  • IT managers
COURSE AGENDA

Section 1: IT audit

  • IT assurance framework (ITAF).
  • Audit charter/mandate for the audit.
  • Auditor independence.
  • Professional due care.
  • Audit assertions.
  • Audit criteria.
  • ISACA audit programs.
  • IIA audit guidelines.
  • Trust services principles and criteria
  • Cobit 5
  • ISO27001
  • Other sources of criteria
  • Audit planning. Risk-based planning.
  • Audit performance.
  • Materiality of audit findings.
  • Audit evidence.
  • Evidence collection methods
  • Audit sampling.
  • Using the work of other experts.
  • Reporting.
  • Handling illegal acts.
  • Audit follow-up.
  • Control environment
  • Control design
  • Control effectiveness
  • Control monitoring
  • Practical workshop.

Section 2: IT governance and management

  • IT strategy
  • IT architecture
  • IT metrics
  • IT organization
  • IT service management
  • Service catalog
  • Incident management
  • Change management
  • Release management
  • Problem management
  • IT investments
  • IT risks
  • End-user computing.
  • Shadow IT
  • Cloud IT
  • BYOD
  • IT outsourcing
  • Practical workshop.

Section 3: Information systems development and implementation

  • System implementation and development lifecycle.
  • Project management control frameworks.
  • System development methodologies.
  • Project business case.
  • Feasibility study.
  • Requirements specification.
  • Design and Architecture.
  • Procurement process.
  • Coding.
  • Implementation.
  • Testing
  • Handover to production.
  • Operational support.
  • Decommissioning.
  • Migrations.
  •  Project closure.
  •  Practical workshop.

Section 4: IT operations

  • Inventory and asset management.
  • Patch management.
  • Hardware maintenance.
  •  Licensing.
  • Capacity planning.
  • Performance and availability monitoring.
  • Utilities
  •  Datacenter management
  •  Network physical infrastructure
  •  Practical workshop.

Section 5: Business continuity and disaster recovery

  • Business continuity management
  • Business continuity project initiation and management.
  •  Business impact assessment.
  • RTO/RPO
  • Recovery strategies.
  • Business continuity plan testing.
  • Disaster phases:
  • Preparation.
  •  Initial response
  • Restoration
  • Recovery
  • Post-incident activities
  • Practical workshop.

Section 6: Information security assurance

  • Information security policies, standards and procedures
  • Information security roles and organizational structures.
  • Human resource security
  •  Data classification and handling
  •  Key processes.
  • Information security risk management.
  •  Incident handling.
  • Awareness programs.
  •  Identity and access management.
  • IDS/IPS
  • DLP
  • SIEM
  •  PKI
  • 802.11x, NAP and network access control
  • Remote access and teleworking risks
  • Rights management
  • Antimalware solutions
  •  Physical security controls
  • Fraud controls
  • Practical workshop.

Section 7: Audit considerations

  • ERP audit
  • CRM audit
  • VOIP
  • Virtualization
  • Practical workshop.

Labs:

  • Windows audit
  • Linux audit
  • Networking, VPN and Firewall audit
  • PKI audit
  • Database audit (MySQL and Oracle)
  • Web application audit (PHP)
  • Mobile application audit (android)

Main › СЕН| CERTIFIED ETHICAL HACKER V9

СЕН| CERTIFIED ETHICAL HACKER V9

СЕН| CERTIFIED ETHICAL HACKER V9

Main › Cryptography Intro

Cryptography Intro

Cryptography Intro

Cryptography is an indispensable tool for protecting information in computer systems. In this course you will learn the inner workings of cryptographic systems and how to correctly use them in real-world applications. The course begins with a detailed discussion of how two parties who have a shared secret key can communicate securely when a powerful adversary eavesdrops and tampers with traffic. We will examine many deployed protocols and analyze mistakes in existing systems. The second half of the course discusses public-key techniques that let two parties generate a shared secret key. Throughout the course participants will be exposed to many exciting open problems in the field and work on fun (optional) programming projects.

COURSE AGENDA

1. Basics

  • Course Overview
  • What is Cryptography?
  • History of Cryptography
  • Discrete Probability (Crash Course)
  • Discrete Probability (Crash Course, Cont.)
  • Information Theoretic Security and The One Time Pad
  • Stream Ciphers and Pseudo Random Generators
  • Attacks on Stream Ciphers and The One Time Pad
  • Real-World Stream Ciphers
  • PRG Security Definitions
  • Semantic Security
  • Stream Ciphers are Semantically Secure

2. Block Ciphers

  • What are Block Ciphers?
  • The Data Encryption Standard
  • Exhaustive Search Attacks
  • More Attacks on Block Ciphers
  • The AES Block Cipher
  • Block Ciphers From PRGs
  • Review: PRPs and PRFs
  • Modes of Operation: One Time Key
  • Security for Many-Time Key (CPA security)
  • Modes of Operation: Many Time Key (CBC)
  • Modes of Operation: Many Time Key (CTR)

3. Message Integrity

  • Message Authentication Codes
  • MACs Based On PRFs
  • CBC-MAC and NMAC
  • MAC Padding
  • PMAC and the Carter-Wegman MAC
  • Introduction
  • Generic Birthday Attack
  • The Merkle-Damgard Paradigm
  • Constructing Compression Functions
  • HMAC
  • Timing attacks on MAC verification

4. Authenticated Encryption

  • Active Attacks on CPA-Secure Encryption
  • Definitions
  • Chosen Ciphertext Attacks
  • Constructions From Ciphers and MACs
  • Case Study: TLS 1.2
  • CBC Padding Attacks
  • Attacking Non-Atomic Decryption
  • Key Derivation
  • Deterministic Encryption
  • Deterministic Encryption: SIV and Wide PRP
  • Tweakable Encryption
  • Format Preserving Encryption

5. Basic Key Exchange

  • Trusted 3rd Parties
  • Merkle Puzzles
  • The Diffie-Hellman Protocol
  • Public-Key Encryption
  • Notation
  • Fermat and Euler
  • Modular e’th Roots
  • Reading: More background on number theory
  • Arithmetic algorithms
  • Intractable Problems

6. Public-Key Encryption

  • Definitions and Security
  • Constructions
  • The RSA Trapdoor Permutation
  • PKCS 1
  • Is RSA a One-Way Function?
  • RSA in Practice
  • The ElGamal Public-key System
  • ElGamal Security
  • ElGamal Variants With Better Security
  • A Unifying Theme

Main › CISRM) Certified Information System Risk Management

CISRM) Certified Information System Risk Management

CISRM) Certified Information System Risk Management

Prerequisites: 

A minimum of 1 year of Information Systems

Student Materials:
  • Student Workbook
  • Student Reference Manual
  • Key Security Concepts & Definitions Book
Certification Exam:
  • Mile2 C)ISRM
  • Covers ISACA CRISC®
CPEs: 24
According to this course, you’ll have:
  • Certified by Mile2 Trainer, International Cyber Security Professional and practitioner
  • Authorized training materials
  • Friendly Placement Classroom
  • High Quality Classroom Equipment
  • The Best Catering
  • EXAM Voucher

WHO SHOULD ATTEND?

  • Information System Security Officers
  • Risk Managers
  • Information Systems Owners
  • Info Security Control Assessors
  • System Managers
  • State & Local Government Risk Managers
COURSE CONTENT
  1. The Big Picture
  2. Domain 1 Risk Identification Assessment and Evaluation
  3. Domain 2 – Risk Response
  4. Domain 3 – Risk Monitoring
  5. Domain 4 – IS Control Design and Implementation
DETAILED MODULE DESCRIPTION

C)ISRM Part 1: The Big Picture

  • About the C)ISRM Exam
  • Exam Relevance
  • About the C)ISRM Exam
  • Section Overview
  • Part 1 Learning Objectives
  • Section Topics
  • Overview of Risk Management
  • Risk
  • Risk and Opportunity Management
  • Responsibility vs. Accountability
  • Risk Management
  • Roles and Responsibilities
  • Relevance of Risk Management Frameworks, Standards and Practices
  • Frameworks
  • Standards
  • Practices
  • Relevance of Risk Governance
  • Overview of Risk Governance
  • Objectives of Risk Governance
  • Foundation of Risk Governance
  • Risk Appetite and Risk Tolerance
  • Risk Awareness and Communication
  • Key Concepts of
  • Risk Governance
  • Risk Culture
  • Case Study
  • Practice Question 1
  • Practice Question 2
  • Practice Question 3
  • Practice Question 4
  • Practice Question 5
  • Acronym Review
  • Definition Review
C)ISRM Part II – Domain 1 Risk Identification Assessment and Evaluation
  • Section Overview
  • Exam Relevance
  • Domain 1 Learning Objectives
  • Task Statements
  • Knowledge Statements
  • The Process
  • Describing the Business Impact of IT Risk
  • IT Risk in the Risk Hierarchy
  • IT Risk Categories
  • High Level Process Phases
  • Risk Scenarios
  • Definition of Risk Scenario
  • Purpose of Risk Scenarios
  • Event Types
  • Risk Scenario Development
  • Risk Registry & Risk Profile
  • Risk Scenario Development
  • Risk Scenario Components
  • Risk Scenario Development
  • Risk Scenario Development Enablers
  • Systemic, Contagious or Obscure Risk
  • Generic IT Risk Scenarios
  • Definition of Risk Factor
  • Examples of Risk Factors
  • Risk Factors— External Environment
  • Risk Factors— Risk Management Capability
  • Risk Factors— IT Capability
  • Risk Factors— IT Related Business Capabilities
  • Methods for Analyzing IT Risk
  • Likelihood and Impact
  • Risk Analysis Output
  • Risk Analysis Methods
  • Risk Analysis Methods—Quantitative
  • Risk Analysis Methods—Qualitative
  • Risk Analysis Methods—for HIGH impact risk types
  • Risk Analysis Methods
  • Risk Analysis Methods—Business Impact Analysis (BIA)
  • Methods for Assessing IT Risk
  • Identifying  and Assessing IT Risk
  • Definitions
  • Adverse Impact of Risk Event
  • Business Impacts From IT Risk
  • Business Related IT Risk Types
  • IT Project-Related Risk
  • Risk Components—Inherent Risk
  • Risk Components—Residual Risk
  • Risk Components—Control Risk
  • Risk Components—Detection Risk
  • Business Risk and Threats
  • Addressed By IT Resources
  • Identifying  and Assessing IT Risk
  • Methods For Describing
  • IT Risk In Business Terms
  • Case Study
  • Acronym Review
  • Definition Review
  • Domain 1 – Exercises
C)ISRM Part II Domain 2 – Risk Response 
  • Section Overview
  • Exam Relevance
  • Domain 2 Learning Objectives
  • Task Statements
  • Knowledge Statements
  • Risk Response Objectives
  • The Risk Response Process
  • Risk Response Options
  • Risk Response Parameters
  • Risk Tolerance and Risk Response Options
  • Risk Response Prioritization Options
  • Risk Mitigation Control Types
  • Risk Response Prioritization Factors
  • Risk Response Tracking, Integration and Implementation
  • Process Phases
  • Phase 1—Articulate Risk
  • Phase 2—Manage Risk
  • Phase 3—React To Risk Events
  • Sample Case Study
  • Domain 2 – Exercise 1
C)ISRM Part II – Domain 3 – Risk Monitoring 
  • Course Agenda
  • Exam Relevance
  • Learning Objectives
  • Task Statements
  • Knowledge Statements
  • Essentials
  • Risk Indicators
  • Risk Indicator Selection Criteria
  • Key Risk Indicators
  • Risk Monitoring
  • Risk Indicator Types and Parameters
  • Risk Indicator Considerations
  • Criteria for KRI Selection
  • Benefits of Selecting Right KRIs
  • Disadvantages of Wrong KRIs
  • Changing KRIs
  • Gathering KRI Data
  • Steps to Data Gathering
  • Gathering Requirements
  • Data Access
  • Data Preparation
  • Data Validating Considerations
  • Data Analysis
  • Reporting and Corrective Actions
  • Optimizing KRIs
  • Use of Maturity Level Assessment
  • Assessing Risk Maturity Levels
  • Risk Management Capability Maturity Levels
  • Changing Threat Levels
  • Monitoring Changes in Threat Levels
  • Measuring Changes in Threat Levels
  • Responding to Changes in Threat Levels
  • Threat Level Review
  • Changes in Asset Value
  • Maintain Asset Inventory
  • Risk Reporting
  • Reporting Content
  • Effective Reports
  • Report Recommendations
  • Possible Risk Report Recipients
  • Periodic Reporting
  • Reporting Topics
  • Risk Reporting Techniques
  • Sample Case Study
  • Practice Question 1
  • Practice Question 2
  • Practice Question 3
  • Practice Question 4
  • Acronym Review
  • Definition Review
  • Domain 3 – Exercises
C)ISRM Part II Domain 4 – IS Control Design and Implementation 
  • Section Overview
  • Exam Relevance
  • Domain 4 Learning Objectives
  • Task Statements
  • Knowledge Statements
  • C)ISRM Involvement
  • Control Definition
  • Control Categories
  • Control Types and Effects
  • Control Methods
  • Control Design Considerations
  • Control Strength
  • Control Strength
  • Control Costs and Benefits
  • Potential Loss Measures
  • Total Cost of Ownership For Controls
  • Role of the C)ISRM in SDLC
  • The SDLC Process
  • The Systems
  • Development Life Cycle (SDLC)
  • ‘Meets and Continues to Meet’
  • SDLC
  • SDLC Phases
  • Addressing Risk Within the SDLC
  • Business Risk versus Project Risk
  • Understanding Project Risk
  • Addressing Business Risk
  • Understanding Business
  • and Risk Requirements
  • Understand Business Risk
  • High Level SDLC Phases
  • Project Initiation
  • Phase 1 – Project Initiation
  • Phase 1 Tasks
  • Task 1—Feasibility Study
  • Feasibility Study Components
  • Determining Feasibility
  • Outcomes of the Feasibility Study
  • Task 1—Define Requirement
  • Requirement Progression
  • Business Information Requirements (COBIT)
  • Requirements Success Factors
  • Task 3—Acquire Software “Options”
  • Software Selection Criteria
  • Software Acquisition
  • Software Acquisition Process
  • Leading Principles for Design and Implementation
  • C)ISRM Responsibilities
  • Key System Design Activities:
  • Steps to Perform Phase 2
  • Phase 2 – Project Design and Development
  • System Testing
  • Test Plans
  • Project Testing
  • Types of Tests
  • UAT Requirements
  • Certification and Accreditation
  • Project Status Reports
  • Phase 3 – Project Testing
  • Testing Techniques
  • Verification and Validation
  • Phase 4 – Project Implementation
  • Project Implementation
  • Implementation Phases
  • Phase 4 – Project Implementation
  • End User Training Plans & Techniques
  • Training Strategy
  • Data Migration/Conversion Considerations
  • Risks During Data Migration
  • Data Conversion Steps
  • Implementation Rollback
  • Data Conversion Project Key Considerations
  • Changeover Techniques
  • Post-Implementation Review
  • Performing Post-Implementation Review
  • Measurements of Critical Success Factors
  • Closing a Project
  • Project Management and Controlling
  • Project Management Tools and Techniques
  • Project Management Elements
  • Project Management Practices
  • PERT chart and critical path
  • PERT Attribute
  • Sample Case Study
  • Practice Question 1
  • Practice Question 2
  • Practice Question 3
  • Practice Question 4
  • Practice Question 5

Main › C)ISSA. Certified Information System Security Auditor

C)ISSA. Certified Information System Security Auditor

C)ISSA. Certified Information System Security Auditor

PREREQUISITES:

A minimum of 1 year of Information Systems

STUDENT MATERIALS:

Student Workbook Certification

EXAMS:

Mile2 C)ISSA – Certified Information Systems Security Auditor

Covers ISACA® CISA exam objectives

Main › ITIL® Foundation for IT Service Management (with Case Study)

ITIL® Foundation for IT Service Management (with Case Study)

ITIL® Foundation for IT Service Management (with Case Study)

COURSE OVERVIEW

This 3-day course introduces the fundamentals of IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL®). It describes the key concepts, processes, functions and roles of the ITIL® service lifecycle. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL®. The course prepares attendees for the ITIL® Foundation Certificate examination. An exam voucher is provided to each student upon completion of the training.

PREREQUISITES
  • Experience and knowledge of IT computing environments are useful but not essential
AUDIENCE
  • IT professionals, business managers and business process owners
  • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program
COURSE OBJECTIVES

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:

  • Service management as a practice (comprehension)
  • The ITIL® service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness)
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Understand how IT Services create value for the business and the importance of IT Service Management in making this happen
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • See how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
  • Discover how to become more proactive
  • Learn ITSM concepts via a case study and related assignments
COURSE OUTLINE

Service Management as a Practice

  • Define the concept of a service, and comprehend and explain the concept of service management as a practice

The ITIL® service lifecycle

  • Understand the value of the ITIL® service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle

Generic concepts and definitions

  • Define some of the key terminology and explain the key concepts of service management

Key principles and models

  • Comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management

Processes

  • Understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces of the processes

Functions

  • Explain the role, objectives and organizational structures of the different functions

Roles

  • Account for and be aware of the responsibilities of some of the key roles in service management

Technology and architecture

  • Understand how service automation assists with expediting service management processes

Competence and training

  • Competence and skills for service management

Mock exam

  • Help the candidate to pass the ITIL® Foundation exam

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Race to Results Simulation

ITIL® Race to Results Simulation

ITIL® Race to Results Simulation

COURSE OVERVIEW

The HP Race to Results Service Management simulation is an exciting and interactive workshop, set in the context of the “high octane” world of motor racing. The simulation is a one-day program that provides participants with a high-level overview of service management. By applying ITIL® lifecycle concepts, processes and the culture of service management, participants aim to win the racing championship through increased service management maturity that leads to dramatic increases in business and race performance.

PREREQUISITES
  • IT experience would be helpful but not required
AUDIENCE
  • IT professionals who need to understand service management at a high level
  • Senior managers wishing to review service management within their own organizations
  • Team leaders and process owners, who need to understand the big picture of service management and their part in it
  • Business and project managers who need to understand how service management can support improved business performance.
COURSE OBJECTIVES

The objective of the simulation is to give a practical introduction to the essential elements of service management and to give participants the opportunity to experience hands-on how the application of service management can improve business performance

NEXT STEPS
  • ITIL® Foundation for IT Service Management (HF421S)
BENEFITS TO YOU
  • Identify fundamental concepts and processes involved in service management
  • Learn about the essential elements of service management in a shorter time via a fun and interactive approach
  • Experience a focus on business outcomes to improve IT’s contribution to business performance, through the effective implementation of service management
COURSE OUTLINE

Introduction to simulation

  • Normally delivered over five rounds, the simulation brings out all the aspects of SM as a result of the game dynamic. Initially focusing on Service Operation, the simulation then covers Service Strategy, Service Design, Service Transition and Continual Service Improvement, simulating aspects of ITIL® in a practical environment. In general terms, issues and subjects emerge.

Round 1

  • Communication issues
  • Silo working

Service Operation

  • Incident Management
  • Service Desk

Round 2

Service Strategy

  • Service Portfolio Management
  • Financial Management

Service Design

  • Service Level Management
  • Capacity Management

Service Transition

  • Change Management
  • Knowledge Management

Service Operation

  • Further consideration to Incident Management, confirming prioritization levels
  • Problem Management
  • Event Management

Round 3

Service Strategy

  • Service Portfolio Management maturing
  • Financial Management maturing

Service Design

  • Service Catalog Management
  • IT Service Continuity Management
  • Availability Management
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management
  • Release and Deployment Management

Service Operation

  • Incident Management Process & Service Desk Function mature
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management

Round 4

Service Strategy

  • Service Portfolio Management mature
  • Financial Management Mature

Service Design

  • Service Catalog Management maturing
  • IT Service Continuity Management maturing
  • Availability Management maturing
  • Service Level Management maturing
  • Capacity Management maturing

Service Transition

  • Change Management maturing
  • Knowledge Management maturing
  • Configuration Management maturing
  • Release and Deployment Management maturing

Service Operation

  • Incident Management Process & Service Desk Function maturing
  • Problem Management maturing
  • Event Management maturing

Continual Service Improvement

  • Service Level Management maturing

Round 5

  • Review performance improvement over the 5 rounds, demonstrate links between and reliance of processes on each other
  • Review how ITSM maturity has evolved and relate it to participant organization

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Operation (SO)

ITIL® Service Operation (SO)

ITIL® Service Operation (SO)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management. The course prepares attendees for the ITIL® Intermediate Qualification: Service Operation Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination
AUDIENCE
  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
BENEFITS TO YOU
  • Identify the ITIL® lifecycle and the fundamental processes involved in Service Operation and how to integrate them into your business’ IT service model
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • Learn how to move from a reactive relationship to a proactive relationship between IT and users
COURSE OUTLINE

Introduction to Service Operation

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL® service lifecycle
  • The fundamental aspects of service operation and the ability to define them

Service Operation Principles

  • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
  • Service operation inputs and outputs

Service Operation Processes

  • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management

Common Service Operation Activities

  • How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation
  • How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation

  • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles

Technology Considerations

  • The generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required to support the service operation processes and functions

Implementation of Service Operation

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company

Challenges, critical success factors and risks

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

Main › ITIL® Service Design (SD)

ITIL® Service Design (SD)

ITIL® Service Design (SD)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course teaches the students how to plan, implement and optimize service design processes consistent with ITIL® best practices. By applying ITIL® Service Design best practices IT departments ensure that new services meet commitments related to the service quality and availability, customer satisfaction and cost-effectiveness. The course prepares attendees for the ITIL® Intermediate Qualification: Service Design Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management

PREREQUISITES
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
  • Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Design publication in preparation for the examination
AUDIENCE
  • Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
  • IT architects, IT planners, IT consultants, IT audit managers, IT security managers
  • ITSM trainers involved in the ongoing management, coordination and integration of design activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL® service design stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within, or about to enter, a service design environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL®certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite
COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Service design technology-related activities
  • Organizing for service design
  • Technology considerations
  • Implementation and improvement of service design
  • Challenges, critical success factors and risks
BENEFITS TO YOU
  • Identify the ITIL® Lifecycle and the fundamental processes involved in Service Design and how to integrate them into your business’ IT service model
  • Understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • Learn to move the reactive relationship between IT and users to a proactive relationship
NEXT STEPS
  • Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification
COURSE OUTLINE

Introduction to Service Design

  • The purpose, goals and objectives of service design
  • The scope of service design
  • The business value of service design activities
  • The context of service design in the ITIL® service lifecycle
  • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria

Service Design Principles

  • Design service solutions related to a customer’s needs
  • Design and utilize the service portfolio to enhance business value
  • The measurement systems and metrics
  • Service design models to accommodate different service solutions

Service Operation Processes

  • The interaction of service design processes: Design Coordination, Service Catalogue Management, Service Level Management, Supplier Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management
  • The flow of service design as it relates to the business and customer
  • The design aspects and how they are incorporated into the service design process

Service design technology-related activities

  • Requirements engineering in the design process and utilizing the types of requirements as identified for any system: functional, management/operations and usability
  • The design of technical architectures for data and information management, and application management

Organizing Service Design

  • How to design, implement and populate a RACI diagram for any process that is within the scope of IT service management
  • The service design roles and responsibilities, where and how they are used and how a service design organization would be structured to use these roles

Technology Considerations

  • Service design related service management tools, where and how they would be used
  • The benefits and types of tools that support service design

Implementation and improvement of service design

  • The six-stage implementation / improvement cycle and how the activities in each stage of the cycle are applied
  • How business impact analysis, service level requirements and risk assessment can affect service design solutions

Challenges, critical success factors and risks

  • Be able to provide insight and guidance for design challenges, risks and critical success factors

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html