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IT Service Management

IT Service Management

Introduction

This course specifies requirements to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

Who should attend

ITSM Core team

IT service managers

Data Center Operations (DCO) Managers and Engineers

Service desk leaders and delivery

IT infrastructure managers

Prerequisite

A minimum of 6-Months experience in IT or security related background

Basic knowledge on IT systems and networks

Knowledge on IT, DCO and Helpdesk operations

Basic knowledge on Microsoft tools like MS word, excel, etc.

Course Outline

1. Introduction to DDoS

2. Network Fundamentals

3. Introduction to Application Protection (Features, Portal Access, Mitigation Policies, Web Application Firewall)

4. Introduction to Origin & Clean Pipe Protection (Portal Access, Mitigation Policies)

5. Introduction to DNS Protection (Portal Access)

6. Traffic Analysis and Inspection

7. Attack Handling

Learning Assessments

Multiple choice questions

Hands-on assessment

Attack simulation and analysis

Cyber drill - crisis simulation

What do you get from the course?

Upon completion of this course the student will be able to understand the importance of IT service management in an organization and have the necessary skills and methodologies needed to implement an ITMS that is compliant with the requirements of ISO 2000.

The Skills You’ll Gain

Management Framework
You will understand the requirements of initiating and establishing your ITSM
Service Delivery Processes
Understand the processes for delivering IT services
Service Support Processes
Understand the processes for supporting IT services
Implementation Approach
Learn the approach for implementing and improving ITSM and IT Services

Looking for Simpler DDoS Protection?

IT Service Management
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