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Information Technology Service Management (ITSM) Core Processes.

 Information Technology Service Management (ITSM) Processes. 1) Service Request Management Focuses on requests and responses for the IT help-desk items. The processes should be established and uniform. To reduce the workload on agents, organization may consider implementing self service options or chat-bots. 2) Service Catalogs Generally Service Catalogs is a central location/webpage with all the details for contacting the help-desk. It may also contain the self service options and solutions for common problems/issues. 3) Knowledge,Policy and Procedures. This is the knowledge base which controls the collection, maintenance and distribution of information sharing throughout the organization. It shall include the policies, standards, guidelines and the operating procedures for each process or tasks. 4) Incident Management. Defines process on how to handle a situation when an incident happens and how to fix the situation in an accelerated and organized manner. The objective is to reduce t

Being a Firewall Engineer : An Operational Approach: A Comprehensive guide on firewall operations and best practices

Glad to announce the second edition of my book, Being a Firewall Engineer : An Operational Approach: A Comprehensive guide on firewall operations and best practices is now live on Amazon.

The firewall technologies and the landscape is rapidly changing and therefore i needed to make multiple changes from the first edition.This is not a configuration guide and is suitable for beginners and junior engineers.

The following topics are briefly covered in the second edition of this book.

  1. Various Job roles related to Firewalls.
  2. What makes you a firewall expert?
  3. Know the major firewall vendors and their models.
  4. Firewall ranking and benchmarks.
  5. Understand the packet flow or order of operation.
  6. Understand the different types of firewalls.
  7. Daily tasks of a firewall administrator
  8. Guidelines on firewall hardening and compliance.
  9. Understand Change Management process.
  10. Illustration on How to make a firewall change (incorporating Change management process) with a real world example.
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