ITIL Service : Up to one year for a bachelor’s or master’s degree….

ITILITIL Service : Up to one year for a bachelor’s or master’s degree….

9 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 1 Certified in the Governance of Enterprise IT The Certified in the Governance of Enterprise IT certification is for experienced professional individuals with responsibilities in the governance needs of an enterprise.

The certification is based on the intellectual property of the IT Governance Institute and ISACA.

The exam covers the following disciplines and percentage scope: ? ? ? ? ? ? IT Governance Framework Strategic Alignment Value Delivery Risk Management Resource Management Performance Management 25% 15% 15% 20% 13% 12% Exam Specifics CISA Exams are proctored by ISACA.

Registration and location information can be found on the www.isaca.org web site.

The exam is administered twice a year: June and December.

Exams are delivered in a secure environment, proctored, and timed.

Specifics about the exam are: ? ? ? ? Time Limit: # of Questions: Question Type: Passing Score: 240 minutes 120 Multiple Choice 450 or higher 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 After passing the exam, the candidate has five years to apply for certification.

This is done by completing the certification and verifying work experience.

Experience required is one year in development of maintenance of IT governance frameworks as well as broad experience in two of more of the remaining CGEIT domains: strategic alignment, value delivery, risk management, resource management, and performance measurement.

These requirements can be substituted with the achievement of one of the following: ? ? Up to one year of experience in a management capacity.

Up to one year for a bachelor’s or master’s degree in governance, information technology, information management or business administration; or specific credentials and certificates, including: o o o o o o o o o o CISA CISM ITIL Service Manager certification program CITP Implementing IT Governance using COBIT I.S.P.

PMP CIA CBM Prince2 11 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 2 IT Governance Framework 2.1.organizational Change Change is a significant, yet essential, activity of business growth and competitive advantage.organizational change occurs whenever the overall strategy is changed by the organization and evolves as the organization evolves through various life cycles.

Each element of the business has its own life cycle and may contribute to the progress of other element life cycles.

For instance, the business life cycle can be impacted by the life cycle of its IT solution.

The IT solution, in turn, is impacted by the life cycles of particular technologies, solutions, and processes.

Within Information Technology, the level of organizational change is dependent on the nature of the change and the amount of difference from normal operations.

A significant strategic change, such as the adoption of an emerging technology, requires intense focus on organizational change requirements.

Guiding change can range from planned and structured approaches to more organic methods.

People may view the management of change from the present forward; while others look to a desired future state and work backwards. 12 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 2.1.1.

Defining Organizations To understand the impact and management of organizational change, understanding the organization is paramount.

Each organization has its own systems and structures.

Sometimes, the language and defined roles may be different too, even between departments within a single organization.

In the most basic form, an organization is a person or group of people who have come together to accomplish a shared goal or set of goals.

The goals of the business organization and the fulfillment of those goals have some common elements: ? ? ? Vision – an agreement on how the organization should be working.

Mission – defines the overall purpose of the organization.

Values – defines the priorities of the organization which describe character, personality, or culture of the organization. ? ? ? Strategic Goals – organizational accomplishments which support the mission.

Strategies – the approaches or activities for fulfilling the organization’s strategic goals.

Systems – the distinct operational parts of the organization which perform the duties required to support the strategies of the organization.

It this sense, systems are delineated by function, such as department, programs, divisions, business lines, or product lines. ? Processes – the plans, policies, and procedures which describe and control the activities of the systems. — 41 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 o o o o o o IM10 – Initiate, plan and launch the program IM11 – Manage the program IM12 – Manage and track benefits IM13 – Update the business case IM14 – Monitor and report on program performance IM15 – Retire the program. 2.6.3.

Information Technology Information Library (ITIL) ITIL consists of 34 books about the management of IT services to the enterprise.

Created by the Office of Government Commerce in the United Kingdom, the books are categorized under 5 disciplines – the full scope of ITIL Service Management being: ? Service Strategy o o o ? o o o o o o o o Demand Management IT Financial Management Supplier Management Service Catalog management Service Level Management Risk Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Compliance Management 42 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 Service Design o o ? o o o o o o ? o o o o o ? o o o IT Architecture Management Supplier Management Service Asset and Configuration Management Service Validation and testing Evaluation Release Management Change Management Knowledge Management Event Management Incident Management Problem Management Request Fulfillment Access Management Service Level Management Service Measurement and Reporting Continual Service Improvement. Service Transition Service Operations Continual Improvement — Question 32 Answer: C Reasoning: “SMART” is an acronym for Specific, Measurable, Actionable, Realistic, and Time-Bound.

IT describes the construction of business scenarios and measurements.

Question 33 Answer: D Reasoning: Strategic direction is typically communicated through the creation and adoption of policies by the enterprise, which serves as a blueprint for control within the environment.

Question 34 Answer: B Reasoning: ITIL is a set of processes for IT Service Management, comprising of 34 books within 5 disciplines.

Question 35 Answer: A Reasoning: Risk Management focuses on the protection of IT assets from vulnerabilities in the business, IT, and from potential disasters.

Question 36 Answer: B Reasoning: Also called the CIA triad, confidentiality, integrity, and availability are the foundational pillars of information technology security. 179 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 Question 37 Answer: D Reasoning: The most effective governance efforts will monitor all types of changes, specifically those impacting the organization, culture within the organization, and the processes used by the organization.

Question 38 Answer: C Reasoning: Systems thinking is a tool of systems analysis where the system is understood from a broad perspective.

Question 39 Answer: B Reasoning: Compassion is a characteristic of a person, not an activity.

Management activities typically fall into planning, organizing, leading, and coordination.

Question 40 Answer: A Reasoning: The mission defines the overall purpose of the organization.

The vision is an agreement on how the organization should work.

Strategic Goals support the mission of creating organizational accomplishments, while strategies are approaches for fulfilling those goals. 180 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 10 References CISA Review Manual 2007.

Information Systems Audit and Control Association, Illinois: 2006 Information Security Governance: Guidance for Boards of Directors and Executive Management 2nd Edition, IT Governance Institute, www.itgi.org.

ITIL Service Design, The Stationary Office, Norwich: 2007 The Official Introduction to the ITIL Service Lifecycle, The Stationary Office, London: 2007 CompTIA Network+ Exam Objectives.computing Technology Industry Association: 2008.

Tipton, Harold F.

And Henry, Kevin.

Official (ISC) 2 Guide to the Optimizing Value Creation from IT Investments.

IT Governance Institute, USA; 2005.

Measuring and Demonstrating the Value of IT.

IT Governance Institute, USA; 2005.

Enterprise Value: Governance of IT Investments, The Business Case.

IT Governance Institute, USA; 2006.

Information Risks: Whose Business Are They? IT Governance Institute, USA; 2005.

Governance of Outsourcing.

IT Governance Institute, USA; 2005.

IT Alignment: Who is in Charge? IT Governance Institute, USA; 2005.organizational Change and Development.

Http://managementhelp.org/org_chng/org_chng.htm 181 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 ISACA information: www.ISACA.com Websites www.store.theartofservice.com www.artofservice.com.au www.theartofservice.org 182 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 Index A access control 57, 144 accountability 40, 54 accuracy 31, 109, 113, 177 ADM (Architecture Development Method) 46-7, 71 alignment 14, 17, 21-2, 28, 35, 53, 108, 155, 161, 163, 177, 181 anomalies 122, 124 applications 18, 23, 32, 38, 59, 71, 76, 81, 96, 157, 174, 177 architecture 4, 59-60, 62, 65, 67, 69, 133 assessments 68, 100, 104, 128 assets 32, 35, 92-3, 95, 97, 102, 110, 112, 114, 116, 169, 179 assurance 22, 39, 113, 115 Audit Trails 7, 119-20 Auditing Process 7, 118 auditors 59, 102-3, 118, 121-2, 150-2, 178 audits 7, 101, 104, 118, 120-2, 150-1 B balanced scorecard 3-4, 23, 25, 33, 36, 50 baselines 104, 106-7, 128 benefits 2, 9, 30, 37, 40-1, 53-4, 60, 68-9, 96, 108-9, 131, 161 business 12, 16, 19-20, 22, 28-30, 32-4, 52-4, 58-60, 66-8, 73-5, 100, 102, 160, 166-7, 175, 177-9 business case 5, 53, 67-8, 181 business objectives 22, 44, 101, 114, 161, 177 business processes 51, 54-5, 61, 66, 109 business scenarios 4, 59-62, 179 business value 35, 39, 60, 74 buyer 135-7, 139 C CAAT (Computer Assisted Audit Tool) 7, 122 capabilities 14, 29, 32-3, 36, 40, 74, 92, 94, 166 classification 98-9, 103, 116-17 CLF (Central Logging Facility) 7, 119, 122 CMMI (Capability Maturity Model Integration) 4, 43-4, 165, 177 COBIT (Control Objectives for Information and related Technology) 3, 11, 37, 39, 113, 165, 177 communication 8, 21, 75, 145, 147-50 183 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

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