Course Taxonomy: Technology Platforms

Jira Administration Part 1

1. Course Overview

  • Learning objectives:
    • Hierarchy of cloud administration
    • Configure Jira settings
    • Global permissions
    • Company-managed projects
    • Jira schemes basics
    • Project permissions and roles
  • Prerequisites (Jira Essentials with Agile Mindset or equivalent)
  • Course schedule (4 hours total)

2. Configuring Jira

  • Jira administration hierarchy (Org, Site, User, Product Admin roles)
  • Key admin tasks:
    • Integrating products & apps
    • Branding look & feel
    • Setting default language
    • Time tracking configuration
    • Audit log configuration

Lab 2 – Configuring Jira (20 min)

  • Exercise 1: Explore application links & apps
  • Exercise 2: Brand Jira
  • Exercise 3: Configure auditing
  • Optional Exercise 4: Explore configuration settings

3. Configuring Global Permissions

  • Difference between global vs. project permissions
  • Global permissions overview:
    • Administer Jira
    • Browse users & groups
    • Share dashboards & filters
    • Manage group filter subscriptions
    • Make bulk changes
    • Create team-managed projects
  • Assigning/removing permissions from groups
  • Risks of assigning to "Public"

Lab 3 – Configuring Global Permissions (15 min)

  • Exercise 1: Removing and adding global permissions

4. Jira Projects Overview

  • Company-managed vs. team-managed projects
  • Project templates (software, business, service management)
  • Jira project concepts:
    • Work items & types (bug, task, story, epic, sub-task)
    • Work item fields
    • Workflows & boards
    • Project categories
    • Project trash & archiving

5. Creating & Configuring Company-Managed Projects

  • Creating projects (templates, naming, categories, shared configs)
  • Project workflows (simplified vs. complex)
  • Fields and screens (adding, editing, layouts)
  • Schemes overview (workflow schemes, reusability, project association)

Lab 5 – Creating & Configuring Company-Managed Projects (35 min)

  • Exercise 1: Create a project
  • Exercise 2: Edit project details
  • Exercise 3: Update workflow
  • Exercise 4: Update fields and screens
  • Exercise 5: Add work type

6. Configuring Company-Managed Project Permissions

  • Permission types (project, work items, comments, attachments, time tracking, etc.)
  • Permission schemes: structure, reuse, examples
  • Default permission schemes (software, business)
  • Open vs. restricted schemes
  • Public permissions considerations

Lab 6 – Configuring Project Permissions (30 min)

  • Exercise: Create and edit a permission scheme

7. Configuring Company-Managed Project Roles

  • Understanding roles (administrators, project leads, users, custom roles)
  • Role-based permission assignment
  • Best practices for managing roles across projects

Lab 7 – Configuring Project Roles (30 min)

  • Exercise: Add/remove project roles
  • Exercise: Assign permissions to roles

Managing Jira Service Projects (JSM)

Course Introduction

  • Course Goals and Learning Objectives
  • Prerequisites and Success Guidelines
  • Course Schedule and Structure
  •  Lab 1 – Logging into your site

Creating a Service Project

  • Overview of Jira Service Management
  • Service Project Use Cases (IT, HR, Internal Teams)
  • Jira Roles and Responsibilities (Admins, Agents, Customers)
  • Creating and Configuring a Service Project
  • Lab 2 – Creating a Service Project

Requests and Queues

  • Setting Up and Customizing Request Types
  • Forms and Field Customization
  • Customizing Workflow Statuses
  • Creating and Managing Queues
  • Best Practices for Portal Usability
  • Exercise 1 – Setting Up Request Types
  • Exercise 2 – Creating & Managing Queues
  • Lab 3 – Requests & Queues

Configuring SLAs

  • SLA Components (Metrics, Goals, Timeframes)
  • Preconfigured and Custom SLA Examples
  • SLA Calendars and Global Support Models
  • Monitoring SLAs with Reports, JQL, and Dashboards
  • Exercise 1 – Configuring SLAs
  • Exercise 2 – Creating an SLA Monitoring Dashboard
  • Lab 4 – Configuring SLAs

Using a Knowledge Base

  • Benefits of a Knowledge Base for Customers and Agents
  • Integrating Confluence with Jira
  • Configuring Article Suggestions and Access
  • Creating and Sharing Knowledge Base Articles
  • Exercise 1 – Using a Knowledge Base
  • Lab 5 – Using a Knowledge Base

Customizing Email Channel & Customer Portal

  • Setting Up and Customizing the Email Channel
  • Customizing Notifications and Request Type Mapping
  • Branding the Customer Portal
  • Branding the Global Help Center
  • Exercise 1 – Branding Your Customer Portal
  • Optional Exercise 2 – Branding Your Help Center
  • Optional Exercise 3 – Changing Your Project Logo
  • Lab 6 – Branding Your Customer Portal

Adding Users to Your Service Project

  • Adding and Managing Agents
  • Adding Customers and Customer Organizations
  • Configuring Customer Permissions
  • Involving Jira Users in the Workflow
  • Exercise 1 – Adding Users to Your Service Project
  • Exercise 2 – Adding Customers to Your Service Project
  • Lab 7 – Adding Users to Your Service Project

Automating Your Service Project

  • Overview of Jira Automation and Its Benefits
  • Building Automation Rules (Triggers, Conditions, Actions)
  • Using Smart Values and Rule Testing
  • Jira Service Management Template Rules and Advanced Triggers
  • Exercise 1 – View Jira Service Management Automation
  • Exercise 2 – Create a New Jira Service Management Automation Rule
  • Exercise 3 – Setting Up a New Preset Automation Rule
  • Exercise 4 – Troubleshooting Automation Rules & SLAs
  • Lab 8 – Automating Your Service Project

BigPicture Training and Implementation Bundle

Option 1 – BigPicture Express Launch Bundle (5 Days)

  • System implementation
    • Training (2 days)
    • Collecting requirements
    • Environment configuration
      • Building templates (Box and Task templates)
      • Configuration of reports in Big Picture
    • Supplementary training for "Core users"
  • Deliverables after implementation:
    • List of best practices
    • Training recording
  • Regular open meetings for our Clients
  • Certificate after training

Option 2 – BigPicture Excellence Implementation Bundle (12 Days)

  • System implementation
    • Training (3 days)
    • Collecting requirements
    • Tool configuration
      • Building templates (Box and Task templates)
      • Configuration of reports in Big Picture + custom reports
      • Automation
    • Supplementary training for "Core users"
    • Training for "Basic users"
  • Assistance 4 weeks after implementation
  • Deliverables after implementation:
    • List of best practices
    • Training recording
  • Regular open meetings for our Clients
  • Training for the Top management
  • Certificate after training
  • Support in Migration and Integration

Option 3 – BigPicture Premium Bundle (26 Days)

  • System implementation
    • Training (3 days)
    • Collecting requirements
    • Tool configuration
      • Building templates (Box and Task templates)
      • Configuration of reports in Big Picture + custom reports
      • Automation
    • Supplementary training for "Core users"
    • Training for "Basic users"
  • Assistance 4 weeks after implementation
  • Long-term support after implementation for the stabilization period of 3 months
  • Deliverables after implementation:
    • Deployment configuration documentation
    • List of best practices
    • Training recording
  • Individual consultations for selected PMs or Teams
  • Regular open meetings for our Clients
  • Training for the Top management
  • Training for Project Managers
  • Certificate after the training
  • Support in Integration and Data Migration

Cybersecurity for Executives

1. Introduction to Cybersecurity

1.1. Understanding Cybersecurity

o  Definition and importance of cybersecurity in today's business landscape

o  The role of cybersecurity in protecting company assets and reputation

1.2. Executive Responsibilities in Cybersecurity

o  The importance of leadership in cybersecurity

o  Legal and regulatory obligations for executives

2. The Current Threat Landscape

2.1. Overview of Cyber Threats

o  Types of cyber threats (malware, phishing, ransomware, insider threats)

o  Emerging threats and trends in cybercrime

2.2. Case Studies

o  High-profile cyberattacks and their impact on businesses

o  Lessons learned from recent breaches

3. Risk Management and Cybersecurity Strategy

3.1. Identifying and Assessing Cyber Risks

o  How to identify and assess risks to the organization

o  The role of risk management in cybersecurity

3.2. Developing a Cybersecurity Strategy

o  Key components of an effective cybersecurity strategy

o  Aligning your cybersecurity strategy with business objectives

4. Cybersecurity Governance and Compliance

4.1. Governance Frameworks

o  Implementing proven frameworks

o  Overview of governance frameworks (NIST, ISO 27001, COBIT)

o  Executive-level support of the cybersecurity process

4.2. Regulatory Compliance

o  Overview of relevant regulations (GDPR, CCPA, HIPAA, etc.)

o  Ensuring compliance and avoiding legal pitfalls

 

5. Building a Cybersecurity Culture

5.1. Fostering Cybersecurity Awareness

o  The importance of a security-conscious culture

o  Strategies for promoting cybersecurity awareness among employees and contractors

5.2. Training and Education

o  Executive role in ensuring ongoing cybersecurity education

o  Best practices for training programs and simulations

o  Training as a countermeasure for insider threats

6. Incident Response and Crisis Management

6.1. Incident Response Planning

o  Developing an incident response plan

o  Roles and responsibilities before and during a cybersecurity incident

6.2. Crisis Management

o  Communication strategies during a cyber crisis

o  Handling public relations and maintaining trust

7. Cybersecurity Investment and Budgeting

7.1. Evaluating Cybersecurity Investments

o  Overview of the cybersecurity tools landscape

o  Assessing ROI for cybersecurity tools and services

o  Prioritizing cybersecurity spending based on risk

7.2. Budgeting for Cybersecurity

o  Allocating resources effectively for cybersecurity

o  Justifying cybersecurity budgets to stakeholders

8. The Future of Cybersecurity

8.1. Emerging Technologies and Threats

o  The impact of AI, IoT, and quantum computing on cybersecurity

o  Preparing for future challenges

8.2. The Evolving Role of Executives

o  How the executive role in cybersecurity is changing

o  Continuous learning and adaptation in cybersecurity leadership

Cybersecurity for Developers

1. Introduction to Secure Development

1.1. The Importance of Secure Coding

  • Overview of cybersecurity in software development
  • The impact of insecure code on organizations and users

1.2. Developer Responsibilities in Cybersecurity

  • Understanding the developer's role in maintaining security
  • Security as a key part of the Software Development Lifecycle (SDLC)

2. Understanding Common Vulnerabilities

2.1. OWASP Top Ten Vulnerabilities

  • Definition and importance of OWASP
  • Overview of the OWASP Top Ten (e.g., SQL injection, XSS, CSRF)
  • Examples and impact of each vulnerability

2.2. Vulnerability Examples

  • Real-world cases of security breaches due to poor coding practices
  • Impact on companies and their employees from breaches
  • Analysis of how these breaches could have been prevented

2.3. Secure Coding Standards

  • Introduction to secure coding guidelines (e.g., CERT, SANS)
  • How to apply these standards in everyday coding practices

3. Secure Development Practices

3.1. Input Validation and Sanitization

  • Importance of validating and sanitizing user inputs
  • Techniques for preventing injection attacks (SQL, command, etc.)

3.2. Authentication and Authorization

  • Best practices for implementing secure authentication mechanisms
  • Managing authorization, authentication, user roles, and permissions securely

3.3. Data Encryption and Protection

  • How and when to use encryption to protect sensitive data
  • Secure storage and transmission of data at rest, in transit, and in use (e.g., HTTPS, SSL/TLS)

3.4. Error Handling and Logging

  • Importance of secure error handling to avoid information leakage
  • Best practices for logging without exposing sensitive information

4. Secure Software Development Lifecycle (SDLC)

4.1. Integrating Security into the SDLC

  • Overview of secure SDLC frameworks (e.g., Microsoft SDL, BSIMM)
  • Key stages where security should be integrated (planning, design, coding, testing)

4.2. Threat Modeling

  • Introduction to threat modeling and its importance
  • Tools and techniques for identifying potential threats early in the development process

4.3. Code Reviews and Static Analysis

  • Conducting secure code reviews and peer assessments
  • Using static analysis tools to identify vulnerabilities in code

5. Secure Development Tools and Resources

5.1. Security Testing Tools

  • Overview of tools for security testing (e.g., OWASP ZAP, Burp Suite)
  • How to integrate these tools into the development process

5.2. Dependency Management and Software Composition Analysis (SCA)

  • Importance of managing third-party libraries and dependencies
  • Tools for identifying vulnerabilities in open-source components

5.3. Continuous Integration/Continuous Deployment (CI/CD)

  • Securing the CI/CD pipeline
  • Best practices for automated security testing in CI/CD environments

6. Web Application Security

6.1. Securing Web Applications

  • Best practices for securing web applications (e.g., secure session management, CSRF protection)
  • Importance of HTTPS and secure cookie handling

6.2. API Security

  • Best practices for designing secure APIs (e.g., authentication, rate limiting)
  • Common API vulnerabilities and how to prevent them

6.3. Mobile Application Security

  • Overview of security considerations for mobile apps
  • Techniques for securing data on mobile devices

7. Incident Response and Handling Vulnerabilities

7.1. Security Incident Response for Developers

  • How developers should respond to security incidents
  • Role of developers in post-incident analysis and patching

7.2. Reporting and Managing Vulnerabilities

  • Best practices for reporting security vulnerabilities in code
  • Coordinating with security teams to address and remediate vulnerabilities

8. Continuous Learning and Staying Updated

8.1. Keeping Up with Security Trends

  • Importance of staying informed about the latest security threats and trends
  • Resources for continuous learning (blogs, forums, security conferences)

8.2. Community Involvement

  • Participating in security communities (e.g., OWASP, local meetups)
  • Contributing to open-source security projects

Cybersecurity for Employees

1. Introduction to Cybersecurity

1.1. Why Cybersecurity Matters

o  Importance of cybersecurity in protecting company data and assets

o  The role every employee plays in maintaining security

1.2. Understanding Cyber Threats

o  Overview of common threats (malware, phishing, ransomware, and insider threats)

o  The impact of cyberattacks on individuals and the organization

2. The Role of Employees in Cybersecurity

2.1. Collective Responsibility

o  How every employee contributes to the organization’s cybersecurity

o  The impact of individual actions on overall security

2.2. Encouraging a Proactive Approach

o  Taking initiative in identifying and addressing potential security risks

o  Supporting a team-based approach to cybersecurity

3. Recognizing Cyber Threats

3.1. Phishing and Social Engineering

o  How to identify phishing emails and social engineering attacks

o  Examples of common phishing tactics

3.2. Malware and Ransomware

o  What is malware, and how it spreads

o  Signs of a potential malware infection

3.3. Insider Threats

o  Understanding the risk of insider threats

o  How to report suspicious behavior

4. Best Practices for Cyber Hygiene

4.1. Password Security

o  The importance of strong, unique passwords

o  How password attacks happen

o  How to manage passwords securely (e.g., password managers)

4.2. Safe Internet and Email Use

o  Best practices for browsing the web and handling email

o  Avoiding risky downloads and websites

4.3. Device and Network Security

o  Keeping work devices secure (updating software, antivirus)

o  Safe use of public Wi-Fi and remote access

5. Data Protection and Privacy

5.1. Handling Sensitive Company Information

o  Guidelines for handling and sharing sensitive company data

o  Avoiding accidental data leaks

5.2. Protecting Personal Information

o  Understanding the importance of personal data privacy

o  Steps to protect your personal information at work and online

6. Incident Reporting and Response

6.1. Recognizing a Security Incident

o  What constitutes a security incident (e.g., suspicious emails, unauthorized access)

o  Signs that your device or account may be compromised

6.2. What to Do in Case of an Incident

o  The importance of timely reporting in minimizing damage

o  Immediate actions to take if you suspect a security breach

o  How to report potential security incidents promptly

o  Who to contact and how to document the incident

7. Safe Use of Technology and Social Media

7.1. Social Media Risks

o  Understanding the risks of sharing work-related information on social media

o  Best practices for safe social media use

7.2. Personal Device Security (BYOD)

o  Guidelines for securing personal devices used for work

o  Risks associated with Bring Your Own Device (BYOD) policies

Advanced Splunk Boot Camp

Advanced Splunk Boot Camp

Part 1: Advanced Data Ingestion

  • Advanced Indexing Concepts
  • Handling High Volume Data
  • Data Parsing and Transformation
  • Exercise: Advanced Data Parsing Techniques

Part 2: Advanced Search Processing Language (SPL)

  • Advanced Search Commands
  • Data Models and Pivots
  • Creating and Using Macros
  • Exercise: Writing Advanced SPL Queries
  • Custom Commands and Scripts
  • Exercise: Developing Custom Commands
  • Transaction Searches and Anomalies
  • Exercise: Complex Searches and Data Correlation

Part 3: Performance Optimization

  • Search Performance Tuning
  • Resource Management
  • Index and Search Head Performance Optimization
  • Exercise: Optimizing Search Performance
  • Monitoring Console and Usage Dashboards
  • Exercise: Using Monitoring Console for Optimization

Part 4: Security and Monitoring

  • Role-Based Access Control (RBAC)
  • Data Integrity and Confidentiality
  • Auditing and Monitoring User Activity
  • Exercise: Implementing Security Best Practices
  • Incident Detection and Response
  • Exercise: Building Incident Response Dashboards

Part 5: Advanced Dashboard and Visualization

  • Advanced Dashboarding Techniques
  • Custom Visualization Options
  • Integrating with External Systems
  • Exercise: Creating Advanced Dashboards
  • Real-time Dashboards and Alerts
  • Exercise: Building Real-time Monitoring Dashboards

Part 6: Splunk Machine Learning Toolkit



  • Introduction to the Splunk Machine Learning Toolkit
  • Building Machine Learning Models in Splunk
  • Using Pre-built Machine Learning Algorithms
  • Exercise: Implementing Machine Learning Use Cases
  • Anomaly Detection and Predictive Analytics
  • Exercise: Building and Applying Predictive Models
  • Monitoring and Tuning Machine Learning Models

IT Service Empathy Workshop

IT Service Empathy Workshop

Introduction 

  • Welcome and introductions
  • Workshop objectives and agenda overview
  • Context setting using insights from the pre-work survey

Example Scenario: Unexpected Outage 

  • Setup: Our online trading platform experiences an unexpected outage during peak trading hours. The incident impacts all users, leading to potential financial losses and severe customer dissatisfaction.

  • Role-Playing
    • Teams work together to resolve the scenario, using their existing knowledge, tools, and processes. Some team members will role-play as a customer with limited information, while others will act as IT service agents triaging, resolving, and/or fulfilling the customer's request while operating off of their own limited data set, promoting empathy and exercising unique problem-solving skills.

  • IT Service Management
    • Incident Management: Rapid identification and resolution of critical incidents to minimize impact.
    • Root Cause Analysis: Conducting thorough investigations to prevent recurrence and improve future response.
    • Change Management: Ensuring that firewall changes are properly tested and documented to avoid similar issues.

*2-3 additional scenarios based on clients' unique problems and customized to match their environment.

Closing Session

  • Review of key takeaways and lessons learned
  • Q&A session and open discussion
  • Closing remarks and next steps
  • Distribution of take-home materials and resources

GitLab with Git Basics

Part 1: GitLab Overview

  • What is GitLab?
  • Sequential DevOps vs. Concurrent DevOps
  • Concurrent DevOps with GitLab
  • GitLab Flows
  • GitLab Recommended Process
  • GitLab Workflow Components
  • Demo Exercises: GitLab Features

Part 2: GitLab Components and Navigation

  • GitLab Organization
  • GitLab Epics
  • Issue: The Starting Point for your workflow
  • Issue Organization
  • GitLab Workflow Example
  • Demo Exercises: GitLab Navigation
  • Hands-On Labs: Create a Project & Issue

Part 3: Git Basics

  • What is Git?
  • Git Key Terms
  • Why Git is so popular
  • Centralized vs. Distributed
  • Basic Git workflow within GitLab
  • Common Commands
  • Demo Exercises: Working Locally with Git
  • Hands-On Labs: Working Locally with Git

Part 4: Basic Code Creation in GitLab

  • Code Review- Typical Workflow
  • Code Review Workflow- GitLab tools to use
  • Additional Tools for Code Review & Collaboration
  • Demo Exercises: Merge Request in GitLab
  • Demo Exercises: Assigning, Reviewing, and Approving in GitLab
  • Demo Exercises: Additional Tools for working with code
  • Hands-On Labs: Code Creation and Review

Part 5: GitLab's CI/CD Functions

  • What is CI/CD?
  • CI/CD Advantages
  • Concurrent DevOps lifecycle
  • CI/CD Features in GitLab
  • CI/CD Automated tasks
  • GitLab CI/CD Key Ingredients
  • Anatomy of a CI/CD Pipeline
  • Demo Exercises: CI/CD Examples
  • Hands-on Labs: CI/CD Pipelines

Part 6: GitLab's Package and Release Features

  • What are Package and Container Registries?
  • Release Features in GitLab
  • What is Auto DevOps?
  • Demo Exercises: Auto DevOps and Interactive Web Terminal

Part 7: GitLab Security Scanning

  • Demo Exercises: Using SAST Templates
  • Hands-On Labs: How to run a SAST scan
  • Hands-On Labs: View the scanning reports in the Security Dashboard

ITIL® 4 Foundation

Part 1: ITIL 4 OVERVIEW

  • Introduction to ITIL
  • Key Concepts of ITIL

Part 2: The ITIL Framework

  • The Four Dimensions of Service Management
  • The ITIL Service Value System

Part 3: The ITIL Guiding Principles

  • Focus on Value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaborate and Promote Visibility
  • Think and Work Holistically
  • Keep It Simple and Practical
  • Optimize and Automate

Part 4: THE ITIL SERVICE VALUE SYSTEM (SVS)

  • Governance
  • The Service Value Chain
  • Continual Improvement

Part 5: Key ITIL Practices

  • Continual Improvement
  • Service Level Management
  • Change Control
  • Incident Management
  • Service Request Management
  • Service Desk
  • Problem Management

Part 6: Other ITIL Practices

  • General Management Practices
  • Service Management Practices
  • Technical Management Practices