Tunamalizia chapter IV kesho ijumaa.. areas ambazo tutazi cover includes but not limited to the following
Domain 4—Information Systems Operations, Maintenance and Service Management
Provide assurance that the processes for information systems operations, maintenance and service management meet the organization’s strategies and objectives. (20%)
Task Statements:
4.1 Evaluate the IT service management framework and practices (internal or third party) to determine whether the controls and service levels expected by the organization are being adhered to and whether strategic objectives are met.
4.2 Conduct periodic reviews of information systems to determine whether they continue to meet the organization’s objectives within the enterprise architecture (EA).
4.3 Evaluate IT operations (e.g., job scheduling, configuration management, capacity and performance management) to determine whether they are controlled effectively and continue to support the organization’s objectives.
4.4 Evaluate IT maintenance (patches, upgrades) to determine whether they are controlled effectively and continue to support the organization’s objectives.
4.5 Evaluate database management practices to determine the integrity and optimization of databases.
4.6 Evaluate data quality and life cycle management to determine whether they continue to meet strategic objectives.
4.7 Evaluate problem and incident management practices to determine whether problems and incidents are prevented, detected, analyzed, reported and resolved in a timely manner to support the organization´s objectives.
4.8 Evaluate change and release management practices to determine whether changes made to systems and applications are adequately controlled and documented.
4.9 Evaluate end-user computing to determine whether the processes are effectively controlled and support the organization’s objectives.
4.10 Evaluate IT continuity and resilience (backups/restores, disaster recovery plan [DRP]) to determine whether they are controlled effectively and continue to support the organization’s objectives.
Knowledge Statements:
4.1
Knowledge of service management frameworks
4.2
Knowledge of service management practices and service level management
4.3
Knowledge of the techniques for monitoring third-party performance and compliance with service agreements and regulatory requirements
4.4
Knowledge of enterprise architecture (EA)
4.5
Knowledge of the functionality of fundamental technology (e.g., hardware and network components, system software, middleware, database management systems)
4.6
Knowledge of system resiliency tools and techniques (e.g., fault-tolerant hardware, elimination of single point of failure, clustering)
4.7
Knowledge of IT asset management, software licensing, source code management and inventory practices
4.8
Knowledge of job scheduling practices, including exception handling
4.9
Knowledge of the control techniques that ensure the integrity of system interfaces
4.10
Knowledge of capacity planning and related monitoring tools and techniques
4.11
Knowledge of systems performance monitoring processes, tools and techniques (e.g., network analyzers, system utilization reports, load balancing)
4.12
Knowledge of data backup, storage, maintenance and restoration practices
4.13
Knowledge of database management and optimization practices
4.14
Knowledge of data quality (completeness, accuracy, integrity) and life cycle management (aging, retention)
4.15
Knowledge of problem and incident management practices
4.16
Knowledge of change management, configuration management, release management and patch management practices
4.17
Knowledge of the operational risk and controls related to end-user computing
4.18
Knowledge of the regulatory, legal, contractual and insurance issues related to disaster recovery
4.19
Knowledge of business impact analysis (BIA) related to disaster recovery planning
4.20
Knowledge of the development and maintenance of disaster recovery plans (DRPs)
4.21
Knowledge of the benefits and drawbacks of alternate processing sites (e.g., hot sites, warm sites, cold sites)
4.22
Knowledge of disaster recovery testing methods
4.23
Knowledge of the processes used to invoke the disaster recovery plans (DRPs)
