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Inhouse Training Magento E-Commerce berdurasi 7 hari dibagi 2 sesi Fundamental dan Advanced.

Friday, October 7, 2022

SCHEDULES

Is CISM Right for You?
ISACA's Certified Information Security Manager (CISM) certification is for those with technical expertise and experience in IS/IT security and control and wants to make the move from team player to manager. CISM can add credibility and confidence to your interactions with internal and external stakeholders, peers and regulators.
ISACA's Certified Information Security Manager (CISM) certification brings credibility to your team and ensures alignment between the organization's information security program and its broader goals and objectives. CISM can validate your team's commitment to compliance, security and integrity and increase customer retention

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TEMPAT PELATIHAN ITIL V.4

What's new in ITIL V.4
ITIL 4 is the latest version of the ITIL framework and was released back in February 2019. It is highly value-centric, primarily focusing on bringing different stakeholders in an organization together to co-create value for the end-users. With the arrival of new frameworks like VeriSM, SIAM, and FitSM in the IT service management landscape, there was a need for the previous version of ITIL (ITIL v3) to become more refined in the way it approaches service management as an enabler for businesses. ITIL 4, the current version of ITIL takes the best parts of ITIL v3, enhances them, and creates a framework that focuses more on delivering tailor-made solutions for organizations. The previous versions of ITIL directed practitioners to implement ITIL by the book which led them to a complex web of practical solutions. Whereas ITIL 4, is more pragmatic in this approach. Instead of idealizing processes and encouraging the practitioners to implement the same, ITIL 4 aims to deliver tailor-made solutions to organizations through "practices". It has two significant components that are enhancements to the previous version:

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WHAT IS COBIT ISACA

What is COBIT?

COBIT stands for Control Objectives for Information and Related Technology. It is a framework 

created by the ISACA (Information Systems Audit and Control Association). It was designed to be a 

supportive tool for managers—and allows bridging the crucial gap between technical issues, 

business risks, and control requirements.

COBIT is a thoroughly recognized guideline that can be applied to any organization in any 

industry. Overall, COBIT ensures quality, control, and reliability of information systems in an 

organization, which is also the most important aspect of every modern business.

Cybersecurity Expert Master's Program
Master the Skills of a Cybersecurity ProfessionalVIEW COURSECybersecurity Expert Master's Program
What is ISACA?
ISACA stands for Information Systems Audit and Control Association. It develops controls and 

guidance for information governance, security, control, and audit professionals.

This international association focuses on IT governance, providing benchmarks and governance 

tools for organizations that employ information systems. ISACA is behind the creation, 

sponsorship, and driving of the COBIT framework.

What is the History of COBIT?
Originally published in 1996, COBIT helped financial auditors better navigate their IT 

environment growth. 

ISACA released a more comprehensive version in 1998. It enveloped areas beyond audit controls. 

The third and fourth versions, released in the 2000s, added further management guidelines around 

cyber security.

The fifth COBIT version came in 2013 and brought along tools, objectives, and best practices 

universally applicable to all IT operations in enterprises. It expanded on the fourth version by 

incorporating related standards from the ISO (International Organization for Standardization), 

including ITIL (IT Infrastructure Library.

ISACA then updated COBIT 5 to COBIT 2019. It is the latest version. This COBIT version is more 

comprehensive, flexible, and suitable for all enterprises, irrespective of their immediate goals 

or size. COBIT 2019 includes six governing principles, unlike COBIT 5, which had five. Also, in 

this version, the number of processes supporting management objectives and governance has 

increased from 37 to 40. 

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Wednesday, September 28, 2022

TIPS ITIL

Information Technology Infrastructure Library (ITIL) adalah satu set konsep dan teknik untuk mengelola teknologi informasi (TI) infrastruktur, pengembangan, dan operasi. ITIL adalah pendekatan yang paling luas diterima untuk layanan manajemen TI di dunia. ITIL menyediakan seperangkat praktek terbaik kohesif, yang diambil dari sektor publik dan swasta internasional. Sebuah filosofi keseluruhan ITIL telah berkembang dari bimbingan yang terkandung dalam buku-buku ITIL dan skema ITIL kualifikasi profesional.

ITIL terdiri dari serangkaian buku memberikan bimbingan pada penyediaan kualitas layanan TI, dan pada akomodasi dan fasilitas yang diperlukan untuk mendukung lingkungan TI. ITIL telah dikembangkan sebagai pengakuan ketergantungan organisasi 'tumbuh di TI dan mewujudkan praktik terbaik untuk IT Service Management.





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WHATS IS TOGAF?


TOGAF is a framework for enterprise architecture that provides an approach for designing, planning, implementing and governing an enterprise architecture. TOGAF 9.2 certification is a trusted and vendor-neutral certification which ensures enterprise architecture professionals share the same standards across the world.





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Tuesday, September 27, 2022

What is COBIT (Control Objectives for Information and Related Technologies)?



COBIT is an IT governance framework for businesses wanting to implement, monitor and improve IT management best practices. COBIT is the acronym for Control Objectives for Information and Related Technologies.

The COBIT framework was created by ISACA to bridge the crucial gap between technical issues, business risks and control requirements.

COBIT can be implemented in any organization from any industry to ensure quality, control and reliability of information systems.

In the United States, COBIT is the most commonly used framework for achieving compliance with the Sarbanes-Oxley Act (SOX).

source :https://www.techtarget.com/searchsecurity/definition/COBIT


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Whats is CISA ISACA

Certified Information Systems Auditor (CISA) refers to a designation issued by the Information Systems Audit and Control Association (ISACA). The designation is the global standard for professionals who have a career in information systems, in particular, auditing, control, and security

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Monday, September 26, 2022

risk management definition

Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings. These risks stem from a variety of sources including financial uncertainties, legal liabilities, technology issues, strategic management errors, accidents and natural disasters.


A successful risk management program helps an organization consider the full range of risks it faces. Risk management also examines the relationship between risks and the cascading impact they could have on an organization's strategic goals.


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TIPS UJIAN CGEIT

Halo semuanya. Saya berharap teman-teman semua sehat dan bahagia selalu ya. Dengan rendah hati saya sampaikan bahwa mulai bulan ini saya mendapatkan gelar CGEIT (Certified in the Governance of Enterprise IT). Saya berkomitmen untuk selalu menuliskan tips lulus setiap ujian sertifikasi yang saya ikuti sebagai ungkapan kesyukuran dan juga untuk membantu setiap kandidat ujian sertifikasi di luar sana. Jadi, inilah tips lulus ujian CGEIT versi saya :

 

(P.S.: beberapa di antaranya mirip dengan tips untuk lulus ujian CISA yang diposting sebelumnya karena saya yakin keduanya memerlukan persiapan yang serupa)

 

1. Kalibrasi Ulang Pola Pikir

 

Satu hal yang paling saya sadari dari materi CGEIT adalah sudut pandang dan cara berpikirnya sedikit berbeda dari yang saya miliki. Sementara sebagai praktisi terkadang saya harus berpikir praktis, ujian CGEIT mengharuskan kita untuk berpikir secara strategis dan ideal. Jadi sebelum memulai perjalanan belajar, saya mengkalibrasi ulang pola pikir. Saya juga mempersiapkan diri untuk berpikir berdasarkan peran yang diberikan misalnya komite audit, CIO, CEO, dll, serta memahami jargon/istilah yang digunakan oleh mereka.

 

2. Pelajari CGEIT Review Manual dan CGEIT Review Questions, Answers & Explanations Manual (QAE)

 

Seperti yang saya sebutkan dalam post tentang tips ujian CISA, review manual dan QAE adalah dua referensi sakral untuk semua orang yang ingin meraih sertifikasi ISACA. Luangkan waktu untuk membaca kedua buku ini dari sampul ke sampul terutama QAE karena memperkenalkan kita pada jenis pertanyaan yang akan kita hadapi. Pahami penjelasan dari jawaban-jawaban yang disarankan buku tersebut untuk mendapatkan logika, perspektif, dan kearifan yang ditetapkan ISACA. Saya juga mengidentifikasi kesenjangan pengetahuan saya dan membuatnya menjadi catatan. Saya membacanya lagi saat waktu luang.


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Wednesday, September 14, 2022

SYLLABUS PROJECT MANAGEMENT WITH PRINCE2 AGILE

Syllabus

PROJECT MANAGEMENT WITH PRINCE2 AGILE KANBAN


DESCRIPTION :

PRINCE2 is a structured project management method and practitioner certification programme. PRINCE2 emphasises dividing projects into manageable and controllable stages. It is adopted in many countries worldwide, including the UK, Western European countries, and Australia

WHAT IS AGILE KANBAN Developed by Toyota in the late 1940s, the Kanban system originally aimed to improve manufacturing efficiency. Taking its name from the card system that tracks production in a factory, it has since been refined and customised by many different manufacturers. Now, this system is used in project management, featuring in the PRINCE2 Agile guidance

OBJECTIVES :
• Understand how to manage project with PRINCE 2
• Understand how sofftware development Project works with PRINCE 2 Agile
• Understand how to use Kanban
• Understand how to Javanet Kanban SQA Tool to manage project

AUDIENCE :
• Project Manager
• SQA Project Management Team
• IT Staff
• Public

PREREQUISITES :
- Basic Knowledge in Project Management


• PART A
An Overview of PRINCE2 Agile
Principles
Continued Business Justification
Learn from Experience
Defined Roles and Responsibilities
Manage by Stages
Manage by Exception
Focus on Products
Tailor to Suit the Project Environment

Themes
Business Case
Organization
Quality
Plans
Risk
Change
Progress

Processes
Starting up a Project
Initiating a Project
Directing a Project
Controlling a Stage
Managing Product Delivery
Managing a Stage Boundary
Closing a Project

Management Products
Baselines
Benefits Management Approach
Business Case
Communication Management Approach
Configuration Management Approach
Plan
Product Description
Project Brief
Project Initiation Documentation
Project Product Description
Quality Management Approach
Risk Management Approach
Work Package
Records
Configuration Item Record
Daily Log
Issue Register
Lessons Log
Quality Register
Risk Register
Reports
Checkpoint Report
End Project Report
End Stage Report
Exception Report
Highlight Report
Issue Report
Lessons Report
Product Status Account

Roles and Responsibilities
PRINCE2 Roles
Project Board
Executive
Senior Supplier
Senior User
Project Manager
Team Manager
Project Assurance
Change Authority
Project Support
Additional Roles
Customer Subject Matter Expert
Customer Representative
Supplier Subject Matter Expert
Supplier Representative
Delivery Team Quality Assurance

Extra Concepts
Behaviors
Health Check
Cynefin
Targets
Guidance Points
Definition of Done
User Stories
The Focus Areas
The Agilometer
Requirements
Frequent Releases
Contracts
Rich Communication
Information Radiators
Daily Standups
Review Meetings
Retrospective Meetings


• PART B
Prince2 Agile Kanban
What is Kanban
Kanban Purpose
How Does Kanban Works
Using Kanban in Prince2 Agile


• PART C
Practice Prince 2 Agile Kanban with Kanban SQA Tool
Introduction
Users and Groups
Boards
Projects
Tasks
Subtasks
Swimlanes
Automatic Actions
Project Analytics
Time Tracking
Notifications
RSS/Atom Subscriptions
iCalendar Subscriptions
Settings
Advanced Search Syntax
Markdown Syntax
Keyboard Shortcuts

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WHAT IS CISM ISACA-PURNAMA ACADEMY TRAINING

The CISM (Certified Information Systems Manager) is a professional certification sponsored by ISACA for those who oversee, or seek to oversee, an information security program.

The CISM is meant for existing or aspiring managers, and is growing in relevance as cybersecurity at the enterprise level increasingly is becoming a c-level and board initiative. The thinking behind this certification is that as programs and needs grow, professionals will require management credentials alongside the various technical certifications that exposure to a large enterprise cybersecurity operation would require.

The Information Systems Audit and Control Association, which is known only by its acronym ISACA, is an international professional association that sponsors the CISM. The certification requirements include five years experience in the field, a single exam consisting of 200 questions taken over four hours, and a fee.

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Tuesday, September 13, 2022

WHAT IS POWER QUERY-PURNAMA ACADEMY TRAINING

Power Query is a tool used to manipulate data and is commonly used for data analysis and business intelligence.

High-quality analysis relies on well-organized data that is free from errors and that draws data from a single source of truth. Whilst many analysts spend hours of time manipulating data, combining data, and performing look ups, Power Query allows all of these steps to be automated with simple, repeatable steps.

Power Query is one of the most transformative tools available to any analyst working with data in Excel. Not only will it save analysts hours of time, but it will result in reduced manual errors and a better ability to source data from a single source of truth.


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Monday, September 12, 2022

WHAT IS PYHTON PROGRAMMING - PURNAMA ACADEMY TRAINING

Python is an interpreted, object-oriented, high-level programming language with dynamic semantics. Its high-level built in data structures, combined with dynamic typing and dynamic binding, make it very attractive for Rapid Application Development, as well as for use as a scripting or glue language to connect existing components together. Python's simple, easy to learn syntax emphasizes readability and therefore reduces the cost of program maintenance. Python supports modules and packages, which encourages program modularity and code reuse. The Python interpreter and the extensive standard library are available in source or binary form without charge for all major platforms, and can be freely distributed.

Often, programmers fall in love with Python because of the increased productivity it provides. Since there is no compilation step, the edit-test-debug cycle is incredibly fast. Debugging Python programs is easy: a bug or bad input will never cause a segmentation fault. Instead, when the interpreter discovers an error, it raises an exception. When the program doesn't catch the exception, the interpreter prints a stack trace. A source level debugger allows inspection of local and global variables, evaluation of arbitrary expressions, setting breakpoints, stepping through the code a line at a time, and so on. The debugger is written in Python itself, testifying to Python's introspective power. On the other hand, often the quickest way to debug a program is to add a few print statements to the source: the fast edit-test-debug cycle makes this simple approach very effective.

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Friday, September 9, 2022

WHAT IS CISA ISACA-PURNAMA ACADEMY TRAINING

CISA is recognized the world over as proof of competency and experience in providing assurance that critical business assets are secured and available.
CISA affirms your credibility to offer conclusions on the state of an organization's IS/IT security, risk and control solutions.
CISA confirms to stakeholders your abilities to identify critical issues and recommend enterprise specific practices to support and safeguard the governance of information and related technologies.
CISA offers proof of your competency in IT controls and your understanding of how IT relates to business.
CISA assures your understanding of policies, standards, procedures, and controls to ensure the confidentiality, integrity, and availability of information assets.

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Wednesday, September 7, 2022

WHAT IS CRISC ISACA-PURNAMA ACADEMY TRAINING

CRISC is the only certification that prepares and enables IT professionals for the unique challenges of IT and enterprise risk management, and positions them to become strategic partners to the enterprise. The official Certified Risk Information Systems Control (CRISC) certification is a powerful manifestation of proficiency and expertise regarding various areas of risk. As well as this, CRISC demonstrates a commitment to IT security operations and enterprises, and a willingness to deliver quality within their profession. CRISC has been established as one of the most desirable and preferable IT security certifications worldwide. 

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Tuesday, September 6, 2022

WHAT IS CGEIT ISACA - PURNAMA ACADEMY TRAINING

The Certified in Governance of Enterprise IT (CGEIT) certification is a vendor-neutral certification offered through the ISACA. It's designed for IT professionals in large organizations who are responsible for directing, managing and supporting the governance of IT.

The exam consists of 150 multiple-choice questions and you'll have four hours to complete the in-person exam. Testing locations can be found through PSI Online and, depending on your location, you'll likely be able to choose between a testing center or a kiosk. At a testing center, you'll take a live proctored exam with other exam-takers, but at a kiosk location, you'll take the exam alone at a small work station in a "managed, yet self-service way." The ISACA offers more information on each testing experience to help you choose the best option for you.

[ Get ahead with the top certs for big data, project management, agile, data science, IT management and the cloud, as well as the top-paying certs and emerging certifications for today's hottest skills. | Get weekly career tips by signing up for our CIO Leader newsletter. ]

Exams are offered during three specific testing windows during the year — the first testing window in 2019 will run from February 1 to May 24. The two other testing windows for 2019 haven't been announced yet, but they typically run for three-month periods.

What's on the CGEIT exam?
The ISACA organizes the exam by five main CGEIT domains, which includes:

Domain 1: Framework for the governance of enterprise IT (25% of the exam)
Domain 2: Strategic management (20% of the exam)
Domain 3: Benefits realization (16% of the exam)
Domain 4: Risk optimization (24% of the exam)
Domain 5: Resource optimization (15% of the exam)
Domain 1 includes establishing a framework for governance of enterprise IT that helps the organization realize its goals and objectives, while considering risk and optimization. It also covers all the basic requirements, policies, principles, processes, organizational structures, infrastructure, skills and competencies necessary to build, oversee, and manage a framework IT governance.

Domain 2 focuses on aligning IT with enterprise objectives creating a strategic plan that helps the organization understand how changes to business strategy will impact IT strategy. This domain covers knowledge of IT roles and responsibilities, prioritization processes, documentation and communication methods, potential barriers for strategic alignment and current and future technologies.

Domain 3 covers benefits realization, which is the process of managing, tracking and reporting on the performance of IT investments to ensure they deliver optimized business benefits. This domain includes knowledge of KPIs, benefit calculation techniques, how to measure and monitor outcome and performance, and knowledge of continuous improvement concepts and principles.

Domain 4 encompasses risk optimization, which is the process of ensuring IT risk management frameworks help identify, analyze, mitigate, manage, monitor and communicate IT-related business risk and that they're aligned with the enterprise risk management (ERM) framework. Risk optimization also includes an understanding of appropriate legal and compliance regulations and the ability to communicate risk to senior-level executives. You'll need knowledge of disaster recovery planning (DRP), business continuity planning (BCP), standard risk management frameworks, key risk indicators (KRIs) and the skills to report on analytical data.

Domain 5 covers the optimization of IT resources, including information, services, infrastructure and applications, and people. This domain includes everything you need to know to ensure the correct processes are in place to reach enterprise goals. You'll need knowledge of IT resource management, service level agreements (SLAs), operation level agreements (OLAs) and data management and data governance.  

For a more in-depth look at the tasks and knowledge areas for each domain, you can visit the ISACA website.

CGEIT qualifications
To qualify for the exam, you'll need at least five years of relevant work experience with one year working in Domain 1 (managing frameworks) and the other four years spent working in at least two out of the five other domains. You won't have to take a course to pass the CGEIT; instead your work experience and background serve as your CGEIT education. This certification is designed for professionals who have "significant management, advisory, or assurance role relating to the governance of IT and the knowledge required to perform these tasks," according to the ISACA

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Monday, August 29, 2022

Apakah itu COBIT 2019

Control Objective for Information Technologies, disingkat COBIT, adalah suatu panduan standar praktik manajemen teknologi informasi. Standar COBIT dikeluarkan oleh IT Governance Institute yang merupakan bagian dari ISACA. COBIT 2019 merupakan versi terbaru.

COBIT memiliki 4 cakupan domain, yaitu:

Perencanaan dan organisasi (plan and organise)
Pengadaan dan implementasi (acquire and implement)
Pengantaran dan dukungan (deliver and support)
Pengawasan dan evaluasi (monitor and evaluate)
Maksud utama COBIT ialah menyediakan kebijakan yang jelas dan good practice untuk IT governance, membantu manajemen senior dalam memahami dan mengelola risiko-risiko yang berhubungan dengan IT.

COBIT menyediakan kerangka IT governance dan petunjuk control objective yang detail untuk manajemen, pemilik proses bisnis, user dan auditor.


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Apakah CISM

Certified Information Security Manager (CISM) adalah sertifikasi profesional untuk manajer keamanan informasi yang diberikan oleh ISACA. CISM bertujuan memberikan pengetahuan umum pada bidang keamanan informasi dan mencakup pengetahuan mengenai manajemen risiko informasi, tata kelola keamanan informasi, serta isu-isu praktis seperti pengembangan dan pengelolaan program keamanan informasi serta manajemen insiden.

Untuk mendapatkan sertifikasi CISM, kandidat harus melalui ujian tulis sertifikasi serta memiliki pengalaman paling tidak lima tahun di bidang keamanan informasi. Biasanya, profesional yang telah memiliki sertifikasi CISA atau CISSP juga berupaya mendapatkan sertifikasi CISM.

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Friday, June 17, 2022

TECHNICAL WRITER FOR SOFTWARE/ APPLICATION

 HERY PURNAMA, SE.,MM.

MCP, PMP, CISM, CISSP, CISA, ITILF, CTFL, CDMP

CERTIFIED  TRAINER - BANDUNG

081-223344-506 

SILABUS TRAINING

 


Technical Writing for Software / Application


DURATIONS :   4 DAYS (OFF/ONLINE TRAINING  09.00   –   16.00  )


DESCRIPTION : Is the ability to provide relevant information about using your software essential for your customers? Do you find yourself spending hours and hours trying to explain how to use the software? Or are you getting feedback from your clients that your documentation is hard to be followed, inconsistent or maybe even.... confusing? 


If you answered with "Yes!" to any of these questions and you are willing to invest the time and energy needed to go through this practical course then this course is for you!


A software technical writer creates documents to describe how to set up and use software products. Software technical writers make user guides, setup instructions, instruction manuals, online training material, release notes, new feature documents, how-to guides, and quick reference articles

TRAINING OBJECTIVES : This course is designed for beginner technical writers, usually students in IT, and covers the following subjects:

What is technical writing / writer all about?

What are the basics of Software technical writing?

Which are the main principles that you should follow to construct build your documentation?

Which are the common terms you will hear and use in the IT technical writing world?

How to write technical documentation using GitHub wiki? You will, later on, use this material for creating your portfolio that you will want to add to your CV when you apply for a technical writer job or promotion to a senior developer.

What is information architecture from a technical writing point of view?

REQUIREMENTS : You will need a PC or a laptop where you can develop content assignments or install particular software we will be using on trial basis in the course of the training 


PARTICIPANTS : - Software developers who want to gain practical knowledge on how to offer help for the users of software products

- Students who work on their software development projects and now struggle to create the documentation delivery for their app

- If you pursue career as a technical writer, developer, architect, manager or product owner

- Business analysts who want to know the basics of technical writing

- Technical Writers and Information Developers

TRAINING TOPICS : Application Technical Writer Overview

What is Technical Writing

Who is Doing Technical Writing

What is the Result from Technical Writing

The Job of Technical Writer

Types of Documentation

Functional Documentation

Functional Documentation in Application Documentation

Strategy for writing functional Documentation

Task- Oriented Documentation

Srategy for writing task-Oriented Documentation

What is Application Documentation

Technical Writers in the Application Development World

Technical Writing Deliverables for Application


Documentation in the Application Development World

Technical Writer in the Application Development Team

The Technical Writing Process

The Ultimate Purpose of the Technical Writer

Test Your Knowledge Documentation in the Application Development World

Writing Documentation Using GitHub Wiki

Overview - Sample Setup in GitHub

What is GitHub?

Why Writing in GitHub?

Documentation in GitHub

Markup Language in Wiki Pages

Set up Account in GitHub and Create a New Wiki Page

How to Create a Table in GitHub Wiki Using Markdown

How to Create an Image in GitHub Wiki using Markdown

How to Create a Link to a Mail Address in GitHub Wiki Using Markdown

How to Create a Table of Content (TOC) in GitHub Wiki Using Markdown


Style Guide In Technical Writing

How to Use a Style Guide in Technical Writing

What is Style Guide?

Why do we Needs Standards for Writing?

Sample Style Guides

Who Else Needs Rules for Writing?

Results from Using a Style Guide

Structure in Writing

Conciseness

Simplicity

Precision

Verb Choice Can or May?

Verb Choice Must/Must not/Should/Shouldn't/May

Active Voice and Present Tense

Terminology

Consider in Addition

Use Tools!

UI Messages and Text on Screen


Introduction of Strurtured Writing

Structured Writing

Why Do We Need Structure in Writing?

Organizing Large Amounts of Content

Consistency in User Experience

Intuitive and Obvious User Experience

Ensuring Completeness of the Documentation

Targeting Content to Various Audiences

Coordinating Documentation Projects

Increase Understandability of the Documentation

Structured Writing Definition

Common Information Types

DITA XML - a Standard for Structured Writing

How to Structure in an Unstructured Writing Environment?

Structured Writing in Microsoft Word Environment

Details of the Topic Types in the MS Word Template

Structured Writing in GitHub Wiki

Details of the Topic Types in the GitHub Wiki Template


12 Principles of Technical Writing

Principles of Technical Writing

Principle #1 Decide Who are You Writing For

Principle #2 Identify the Information Needs

Principle #3 Decide on the Style

Principle #4 Decide Which Deliverables to Create

Principle #5 Decide Which Tools to Use

Principle #6 Define the Content Structure

Principle #7 Decide Which Information Channels to Use

Principle #8 Write the Documentation

Principle #9 Use Images and Video When Appropriate

Principle #10 Publish the First Version

Principle #11 Collect Feedback and Improve

Principle #12 Repeat!

Exercise on Applying the Principles in Documentation


Application Documentation Development using DITA XML (Oxygen Author)

What is DITA?

Who Defines DITA?

The DITA Specification

Overview of the Specification

Do You Need to Know the Specification by Heart?

Basics of Structured Writing

Understanding DITA Authoring Point of View

Understanding DITA Information Architect Point of View

How to Install the Application for This Section

Oxygen XML Author

Installing a Tool for Writing with DITA

End-to-end Demo

Exercise  Write a Sample Instruction

Exercise  Writing Documentation using Oxygen Author DITA CMS



Using Graphics & Images in Software Documentation

Why Graphics are Important?

When to Use Graphics in Application Documentation?

Types of Graphics in Application Documentation

Process Graphics

Architecture Graphics

Infographics

Rules for Graphics in Technical Writing

Tools for Creating Graphics

Exercise Instructions

Infographic Exercise - Expected Result

Demo - Create Infographic Using Canva

Creating Graphics Using Microsoft PowerPoint

Demo Using Microsoft PowerPoint

Exercise - Creating Graphics Using Google Drive


Strategies and Technical Writing Information Archictecture

What is Information Architecture?

Who is an Information Architect and What Does an IA Do?

Why Should I Care About Information Architecture?

Information Architecture in Technical Writing

How to Apply Information Architecture Principles for the Content?

Structuring Data. Metadata and Taxonomies.

What is Metadata?

What is Taxonomy?

Starting the Classification and Engaging Stakeholders

Define Scenarios

Visualize It!


Next Recommendation  Training : 1. ISTQB CTFL Exam Preparation Training

2. Application Testing Automations with Katalon Studio & Jenkins



IT HELPDESK MANAGEMENT TRAINING, BY CERTIFIED TRAINER

 


HERY PURNAMA, SE.,MM.

MCP, PMP, CISM, CISSP, CISA, ITILF, CTFL, CDMP

CERTIFIED  TRAINER - BANDUNG 

081223344506

SILABUS TRAINING

 

IT HELPDESK MANAGEMENT


DURATIONS :   3 DAYS (OFF/ONLINE TRAINING  09.00   –   16.00  )


DESCRIPTION : Your IT Help desk is the center of your customer service team. It helps your business provide customer-centric service through automating and organizing their daily workflow. By doing correct IT Heldesk Management Practices and supplying employees with proper tools they need to quickly response and take actions for any issues and user questions, your company will creates a more powerful service cycle

TRAINING OBJECTIVES : This Course provide an overview of the typical knowledge and skills required,  without focusing on any one technology vendor or platform.


This course does assume the participants already has some technical knowledge that will be utilized in a Help Desk role. The focus of the course is on the high-level Management practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.


The course material also is based on the ITSM best practices

You learn Incident and Request classification, specific features of performing major Incident resolving. You learn and practice on creating Incident and Request models for certain types of user calls.


While Monitoring/Event management studies You learn the best practices of building-in monitoring tools in an IT service, types of events, and management of them.


Problem management is mostly an expert area. At the course students learn and practice best practices of expert analysis such as mind maps, Kepner Tregoe analysis, Five Whys, and others.

REQUIREMENTS : Junior experience at a Help desk/Service desk or other IT junior positions

Basic knowledge in IT management

PARTICIPANTS : - Service Desk/Help desk specialists

- Service/Help desk managers

- IT managers

- Business unit managers which closely collaborate with IT departmen

TRAINING TOPICS : IT Helpdesk Management Overview

What is IT Helpdesk Management

IT Helpdesk Vs IT Service Desk


IT Helpdek Hiring Management Practice

Hiring New Staff & Smart Hiring 

To DO List, Expectations, Technical Skills and Attributs

Have Others Check your List, Legally Complaint, Chart Review and Essentials

Create Job Description and Get the Word Out

Narrow your Application Pool, Prepare for the Interview and Resources

Know Who you are Talking To, Asking the Right Questions, About Discrimination

Open-ended, Relevant to the Position and the Individual & The Interview

Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring


Topgrading

Introduction and Definition of Topgrading

Definition of A-players, Best of the Rest and Appropriate Compensation

The Big Question, Implementation, Best Practices, Talent Review and Scorecards

Interview Process and Types of Interview


It Helpdesk Team Building

Working in a Team, Types of Team and Teamwork Success

Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict

Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You

Lead by Example and Management Process

How to Motivate, Coaching Staff and Coaching Skills

Working Together, Why is Training Needed and Contributing to the Team

Learning Organizations, Development Cycle and Performance Appraisals

Cross Training and Poor Management


Managing Your IT Helpdesk Team

Introduction, All About Money, and Reward and Recognition

The Cost, Factors, Challenging Goals and Clear Instruction

Meaningful Tasks, Feedback, Rewards and Incentives

No Single Rewards, Who Benefits and The Bottom Line

Performance Reviews and Avoidance

Tips for a Better Performance Review and Signs of Success

Retention of Quality, What can We Do, Research and Best Workplaces

Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback

Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey


IT Service Management Principles

Introduction, Definition and Good Practice for ITSM?

Business, IT Alignment, Definition of Services and Process & the Generic Process

Function and Process Owner vs Service Owner

Service Lifecycle

IT Financial Management

Demand Management

Request Fulfillment

Access Management


Service Operations Process

INCIDENT Management & tasks

Problem management

Problem management assignment

Event management - Service monitoring and control

Serving user requests (RFS)

Develop a Request model


Selecting A Help Desk Tools

Importance of Supporting Technology, Common Features and Additional Features

Selection Process and Knowledge Management Integration

Workflow Management and Major Tool Vendors


IT Helpdesk Support Services

How to Properly Trouble Shoot PC Issues

How to Properly Trouble Shoot Printer Issues

Screen Sharing with Team Viewer

Active Directory Users and Computers Demostrated and explained

Introduction to Microsoft Outlook

Common Password Locations : Credential Manager

Common Password Locations : Google Chrome

Commong Password Locations : Wifi

What is the Internet

Basic Networking : IPconfig, Ping, Pathping


Next Recommendation  Training : 1. ITIL V.4

2. ISO 20000 IT Service Management (ITSM)

3. ICT Governance