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4_IS:Operation, Maintenance & Service Management (1_IS operations…
4_IS:Operation, Maintenance &
Service Management
1_IS operations
Mgt.of IS operations
Governance
Management
Allocation of
resources (APO)
Plan
Organise
Align
Adherance to Standards
& Procedures (DSS)
Service
Support
Deliver
Monitoring of IS Operations (MEA)
Monitor
Evaluate
Assess
IT Service
Mgt.framework
ITIL
Service strategy
Align org.strategy with IT stra.
Service design
create ser. design to
meet stakeholder needs
Service transition
create IT services
Service operations
Maintain IT services
Continual service improvement
Improve quality of service
ISO 20000-1:2011 IT ser.mgt - Part 1
IT Service Mgt.
Service
Level
SLA
Tools
Exception reports
Service & application logs
Operator problem reports
Operator work schedules
IS
operations
Job scheduling
Incident & problem mgt.
Support / Help desk
Change management process
Change request
Patch management
Release management
Major software release
Minor software release
Emergency software release
Quality assurance
2_IT Asset mgt.
3_IS Hardware
Computer hardware
components & architecture
Processing
components
Control unit
ALU
Internal
memory
Input/output
component
Computers
Super computers
Mainframes
Servers
Personal computers
Thin client computers
Laptop computers
Smartphones, tablets &
other handheld devices
Back-end devices
Print servers
File servers
Application (program servers)
Web servers
Proxy servers
Database servers
Specialised devices
Firewalls
IDS
Switches
Routers
VPNs
Load balancers
USB
Memory Card / Flash drives
Risk
SAecurity control
RFID
Risk
Security control
Hardware Maintenance
programs
Hardware monitoring
procedures
Availability reports
Hardware error reports
Asset management reports
Utilization reports
Capacity management
4_IS Architecture &
Software
Operating systems
Software control features
Software integrity issues
Activity logging & reporting options
Access control
software
Data communications
software
Data
management
Data quality
Contextual
Security / accessibility
Intrinsic
Data life cycle
Plan
Design
Build / acquire
Use / operate
Store
Share
Use
Monitor
Dispose
Database Management System
DBMS architecture
Detailed DBMS Metadata Architecture
Data dictionary / Directory system
Database
structure
Hierarchical database model
Network database model
Relational database model
Database controls
Utility programs
Software licensing issues
Free software license
Open source
Freeware
Shareware
Paid software license
Source code management
End User Computing (EUC)
5_IS Network Infrastructure
Types
Dedicated circuit
Switched circuit
Circuit switching
Packet switching
Enterprise Network Architecture
Types of Networks
PAN
LAN
SAN
WAN
MAN
Network services
OSI architecture
Application layer
Presentation layer
Session layer
Transport layer
Network layer
Datalink layer
Physical layer
LAN
LAN media
Twisted pair
Fiber optics
Infrared & radio (wireless
Coaxible cable
Microwave radio system
Satellite Radio
Link System
LAN topologies
LAN
components
Repeaters
Hubs
Bridges
Layer 2 switches
Routers
Layer 3 switches
Layer 4 through 7 switches
WAN
WAN message
transmission techniques
Message switching
Packet switching
Circuit switching
Virtual circuits
WAN dial up services
WAN devices
WAN switches
Routers
Modems
Synchronous transmission
Asynchronous transmission
Access servers
Channel service unit /
digital service unit
(CSU/DSU)
Multiplexors
Time-division multiplexing
Asynchronous time
division multiplexing (ATDM)
Frequency division
multiplexing (FDM)
Statistical multiplexing
WAN technologies
Point-to-point protocol
X.25
Frame relay
Integrated services
Digital Network (ISDN
Asynchronous Transfer
Mode(ATM)
Multiprotocol Label
Switching (MPLS)
Digital Subscriber Lines (DSL)
VPN
6_Auditing Infrastructure
& operations
Enterprise architecture & auditing
Hardware reviews
Operating system review
Database reviews
Network Infra.& implementation review
Operations reviews
Scheduling reviews
Problem management reporting reviews
7_Disaster recovery planning
Concepts
RPO
RTO
Disaster tolerance
Interruption window
SDO
MTO - Max.tolerable
outage
Recovery strategies
Cold sites
Mobile sites
Warm sites
Hot sites
Mirrored sites
Reciprocal agreements
Contractual provisions
Dev.of D.R.plans
Organisational
responsibilities in DRP
Back-up & restoration
Modern Tape-based
back-up system
Barcode scanners
Robotic arm
Disk based
back-up
system
Virtual Tape Libraries (VTL)
Host based replication
Disk-array based replication
Snapshots
Back-up
schemes
Full back-up
Incremental back-up
Differential back-up
DR testing
Types
Structured Walk-through
Simulation test
Parallel test
Full intrerrupt test
Checklist review
Phases
Pre-test
Test
Post-test
Test results
Metrics
Time
Data
Amount
Percentage
Accuracy