136 ITIL® CERTIFICATION PATHWAYS

ITIL 136 ITIL® CERTIFICATION PATHWAYS

PROBLEM MANAGEMENT…………………………………………………………………………………………….. 113 Problem Management relating to Platform and Storage Management ………………. 120 12.4.1 12.5 SERVICE VALIDATION AND TESTING …………………………………………………………………………………. 121 Service Validation and Testing relating to Platform and Storage Management ……. 124 12.5.1 12.6 13 APPLICATION MANAGEMENT ………………………………………………………………………………………… 125 CERTIFICATION ………………………………………………………………………………………………………… 136 13.1 13.2 13.3 13.4 13.5 CLOUD COMPUTING CERTIFICATION PATHWAYS ………………………………………………………………….. 136 ITIL® CERTIFICATION PATHWAYS ……………………………………………………………………………………. 138 ISO/IEC 20000 CERTIFICATION PATHWAYS ………………………………………………………………………. 139 CUSTOMER SERVICE CERTIFICATION PATHWAY ……………………………………………………………………. 140 HELP DESK CERTIFICATION SCHEME ………………………………………………………………………………… 143 14 PLATFORM AND STORAGE MANAGEMENT SPECIALIST EXAM INFORMATION ……………………. 144 14.1 14.2 EXAM TIPS ……………………………………………………………………………………………………………… 144 ORGANIZING YOUR EXAM…………………………………………………………………………………………….. 145 15 16 REFERENCES ……………………………………………………………………………………………………………. 146 INDEX …………………………………………………………………………………………………………………….. 148 10 Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 11 — 83 some recommended best practices for security management in a storage area network: ? ? Ensure that all interfaces in the storage area network have been identified For out-of-band management and control terminal interfaces to the storage network create a separate infrastructure.

If connectivity to the LAN is required, ensure that a firewall or secure router is in place as well as a dedicated remote access facility if access is required.

Use all appropriate security tools, such as virtual private networks, to secure this type of infrastructure. ? For storage area network maintenance access, use dedicated user IDs.

The use of strong passwords should be enforced either by policy or configuration.

Separate credentials should be used for infrastructure configuration functions. ? ? Zones should be defined with the smallest number of components possible.

Use different zones for different system loads.

All unused ports in the infrastructure should have access controlled.

Configure the infrastructure elements so that unused ports must be specifically enabled before use and to prevent automatic additions to the zone when new devices are attached. ? Install only authorized software and firmware.

Do not perform such installs when the device is connected to the production storage network.

When a network is required, swap devices and perform on the install on an isolated network.

Configure storage devices to prevent upgrades to firmware through network interfaces. ? Change all default passwords before connecting to a production storage network. Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 84 12 Service Management Processes There are a number of service management processes from the ITIL framework that can play a role in Platform and Storage Management development, support and delivery.

This chapter will explore some of those key processes.

The most relevant processes for Platform and Storage Management have been selected to provide a refined overview. 12.1 Change Management Objective: To ensure all changes are assessed, approved, implemented and reviewed in a controlled manner.

The ability to control and manage changes to defined IT services and their supporting elements is viewed as fundamental to quality service management.

When reviewing the typical strategic objectives defined for an IT service provider, most of these are underpinned by the requirement of effective change control.

These include strategies focusing on time-to-market, increased market share or high availability and security platforms, all of which require a controlled process by which to assess, control and manage changes with varying levels of rigor.

Changes arise for a number of reasons, including: ? Requests by the business or customers seeking to improve services, reduce costs or increasing ease and effectiveness of delivery and support Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 85 ? From internal IT groups looking to proactively improve services or to resolve errors and correct service disruption. The process of Change Management typically exists in order to: ? ? ? Optimize risk exposure (defined from both business and IT perspectives) Minimize the severity of any impact and disruption Deliver successful changes at the first attempt. To deliver these benefits it is important to consider the diverse types of changes that will be assessed and how a balance can be maintained in regards to the varying needs and potential impacts of changes.

In light of this, it is important to interpret the following Change Management guidance with the understanding that is intended to be scaled to suit the organization and the size, complexity and risk of changes being assessed.

To ensure that standardized methods and procedures are used for controlled, efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization.

Remember: not every change is an improvement, but every improvement is a change! Change Management?s purpose is also to ensure that: ? ? All changes to service assets and configuration items (CIs) are recorded in the Configuration Management Systems (CMS) Overall business risk is optimized. — 136 How does the certification pathway work? First, you need to create the foundation – The Cloud Computing Foundation Program focuses on the fundamentals, general knowledge, terminology and basic concepts used in Cloud Computing.

This program earns you 2 points toward your Cloud Computing Expert Certificate.

After this comes the Cloud Computing Specialist options.

The Cloud Computing Foundation certificate is a prerequisite for these programs – if you wish to go on to earn your Expert certificate.

However, if you are just looking to increase your knowledge, you may choose to undertake the specialist programs singularly.

The three program areas are: ? ? ? SaaS + Web Applications Platform & Storage Management Virtualization Each program in this series earns 3 points towards the Cloud Computing Expert Certificate.

The next level is „Managing Services in the Cloud?, and this program is specifically aimed at Service Managers and IT Service Delivery Managers who wish to add Cloud Computing as an option in their organization?s delivery model.

The program is worth 5 points.

How do I achieve my Expert level? By completing all programs (Foundation, Specialists and Managing Services in the Cloud) and the associated exams successfully, the student will be awarded the Cloud Computing Expert certification.

This is awarded automatically upon passing the Managing Services in the Cloud exam. Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 137 13.2 ITIL® Certification Pathways There are several pathway options that are available to you once you have acquired your ITIL® Foundation Certification, as illustrated below.

Currently it is intended that the highest certification is the ITIL® V3 Expert, considered to be equal to that of Diploma Status. ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S.

Patent and Trademark Office. Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 138 13.3 ISO/IEC 20000 Certification Pathways ISO/IEC 20000 Standard is considered a basic requirement for IT Service Providers and is the most recognized symbol of quality regarding IT Service Management processes.

ISO/IEC 20000 programs aim to assist IT professionals to master and understand the standard and the issues relating to earning compliance.

With the recent addition of Part 3 of the standard, focusing on scope, the ISO certifications provide a current, practical and competent choice for any ITSM professional.

Current program pathway: ? ? ISO IEC 20000 Foundation certificate ISO IEC 20000 Implementation Leader certificate For more information on certifications and other available programs please visit our store http://store.theartofservice.com Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 139 13.4 Customer Service Certification Pathway — 15 References What is Social Software? http://www.sociallibraries.com/farkaschap1.pdf (A Companion to Social Software in Libraries by Meredith Farkas) Takase, Akihiko D.

Sc.

And Kikuchi, Susumu.

Platform Architecture for Networked Businesses.

Http://hitachi.com/ICSFiles/afieldfile/2004/06/01/r2000_04_101.pdf Bunn, Frank, Simpson, Nik, Peglar, Robert, and Nagle, Gene.

Storage Virtualization.

SNIA: Colorado Springs, 2004.

Http://www.snia.org/education/storage_networking_primer/stor_virt/sniavirt.pdf O’Connor, Michael & Judd, Josh.

Introduction to File Area Networks.

West Conshohocken: Infinity Publishing. 2007.

Http://www.snia.org/education/storage_networking_primer/stor_mngmnt/sniasnmbookl et_final.pdf/education/storage_networking_primer/fan/Intro_to_FAN.pdf Cummings, Roger and Fruchauf, Hugo.

Storage Networking Security.

SNIA. 2003 http://www.snia.org/education/storage_networking_primer/storage_security/SNIAsecbo okletfinal.pdf 3PAR.

Green Storage Explained. 20 Aug 2008.

Http://media.techtarget.com/Syndication/NATIONALS/3PAR_TechReportsStor_9_16.p df Cloud Computing Foudnation Certification Kit Cloud Computing Specialist Level – Virtualization Certification Kit Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 146 Cloud Computing Specialist Level – SaaS & Web Applications Certification Kit Cloud Computing – Managing Services in the Cloud Certification Kit Help Desk Analyst Certification Kit Help Desk Technician Certification Kit Help Desk Manager Certification Kit ITIL V3 Foundation Certification Kit – Third Edition Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 147 16 Index A ability 22, 25, 27-8, 35, 37-8, 53, 58-60, 63, 65, 70, 85, 117 Access APIs 29-31 access control 81, 83, 112 access protocols 29, 31, 34 API (application programming interfaces) 19, 29, 31 application code 29, 31, 34, 38-9, 43, 50-1 Application Management 10, 125-7, 133 applications 8, 12-16, 18, 22-45, 47-53, 55, 57, 60, 68-70, 72-3, 77-9, 83, 87, 125-8, 130-3 architectures 27, 98, 102, 126, 130 multi-tenant 27-8 assessment 91-2, 94, 131 Asset Management 9, 65-6 authorization 92, 94, 97, 112 B backups 17, 23, 43, 65, 71, 83 bandwidth 22, 26, 34-5, 40, 42, 53, 65, 68 business 13-14, 17, 19-21, 23, 37-9, 42, 52, 54, 56, 58-60, 62-3, 85-7, 94, 97-9, 1046, 121-2 C CAB (Change Advisory Board) 90-1, 93, 96-7 capabilities 20, 23, 32-3, 35, 37, 50, 58, 97-8, 131 capacity 17, 19, 22, 26, 35, 40, 42, 53, 57-9, 64, 72-3, 79, 99-100, 102, 121, 132 Capacity Management 10, 99, 102 certifications 10, 136, 139-40 Change Management 10, 85-7, 89, 91, 94-7, 116 Change Models 88, 91, 96 CIs (configuration items) 86, 95, 122, 131 classification 90-1, 108, 115 client 32, 44-5, 59, 70, 72 cloud 12, 22, 48, 56, 58-9, 73, 124, 137 Cloud Application Builders 8, 25-6 cloud computing 4-5, 8-9, 12, 18, 22, 54, 56, 59, 61-3, 80, 117, 136-7, 145, 147 Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 148 CMS (Configuration Management Systems) 86 code 30-1, 34, 36, 41, 46, 51 collaboration 8, 19, 23, 38, 45-6, 52 companies 2, 12-13, 18-24, 39, 43, 48, 54-5, 58-9, 61-4, 67-9, 80-1, 83, 112 complexity 27, 34, 86, 91 components 20, 23, 32, 35, 42, 44, 46, 64-5, 73-4, 76, 82, 84, 93, 100, 122, 133 computers 7, 15, 60, 70-1 concept 12, 20, 22, 29, 39, 61-2, 131 confidence 121-2, 131 configuration 25, 40, 53, 64, 66, 83-4, 98 Configuration Item (CI) 86, 95, 122, 131 configure 38-9, 84 conjunction 14, 31, 88, 104, 106 connections 44, 51, 60, 70, 117 consultation 129, 131 contracts 15, 20, 22, 104-5 contributions 46-7 core system 30, 33 corporations 21, 62 costs 20, 22, 40, 48, 55, 59, 61-2, 66, 68, 80, 85, 91, 94, 99, 116, 133-4 countermeasures 83, 110 credentials 82-4 Critical Success Factors (CSFs) 117 CSCW (Computer Supported Collaborative Work) 46 CSFs (Critical Success Factors) 117 CTO (Chief Technical Officer) 127 Customer Service 140-1, 143 customers 12-14, 17, 21-2, 25-6, 28-9, 36, 42-3, 47, 49, 52, 56-7, 62, 94, 96, 121-3, 129-32 D data centers 54-5, 67-8, 81 database 34-5, 44, 81, 113 delivery 49, 85, 98, 100 departments 58, 63, 68, 126 deployment 26, 39-40, 47-50, 52, 69, 95, 122, 125, 131-2 design 14, 23-4, 30, 39, 54, 77, 108, 123, 125, 128, 130 developers 13, 25, 29-31, 33-4, 36-40, 43, 48, 50-3, 128, 130 development 24-6, 32, 36, 39-40, 42, 48, 50, 52-3, 106, 123, 127, 131 devices 39, 43, 59-60, 66, 82-4 difference 23, 34, 42, 44, 81, 136 Copyright The Art of Service?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 149

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ITIL and  136 ITIL® CERTIFICATION PATHWAYS

ITIL - 136 ITIL® CERTIFICATION PATHWAYS