Certified_IT_Operator_(CITO)

Certified IT Operator (CITO®)

CITO© Overview

CITO^® is the first level in the EPI IT Training Framework©. CITO^® is a 2-day course designed to teach the competencies required of the modern IT professional working at the operations level in IT. Also known as the IT engineer’s course, CITO^® candidates will become instantly productive having gained knowledge and understanding of the demands in today’s IT infrastructures. Theirimproved capabilities will deliver immediate results, increasing efficiency and significantly reducing the margin of error.

CITO^® is aligned with the latest European e-Competence (e-CF) Framework – addressing proficiency levels 1 and 2 (Associate & Professional). In 2016, the e-CF became a European standard and was published officially as the European Norm EN 16234-1.

Who Should Attend

System administrators/engineers, service desk operators/agents, network administrators/engineers, software developers/engineers, account managers.

This course is most suited for aspiring and existing IT professionals from entry level up to two years of actual working experience in IT, with basic knowledge of (operating) systems, network and/or applications, and service desk operations. It is also suited for people who are changing careers and entering the IT professional world.

Learning Outcome

After completion of the course, the participant will be able to:

Understand the role and importance of Information Technology in the organisation
Describe the function of the IT organisation, roles and responsibilities
Provide technical input for vendors RFP (Request for Proposal)
Cooperate and coordinate with vendors for delivery, maintenance, support and monitoring activities
Execute basic projects using principles of project management
Deploy applications and understand application life cycle management
Identify the options for virtualisation and storage solutions
Create, publish and maintain documentation
Operate incident and event management and request fulfilment
Identify risk and understand the principles of risk management
Design, implement and operate security logging
Understand the principles of information security
Monitor and report on quality in IT

Course Syllabus

Service Level Management

Service Level Management
Needs analysis
Capability assessment
Service portfolio
Service catalogue
Service Level Agreements (SLAs)
Availability measurement
Data points in SLA
Service reporting
Complaint procedure
Customer satisfaction measurement
Service Improvement Process (SIP)
SLA content

The Data Center Organization

Operational issues
Organization chart
Roles and responsibilities
Skills matrix
Contingency / backup roles
Shift management
Performance management
Career development
Training and assessment
Job rotation
Succession planning
Disciplinary program

Managing Safety & Statutory Requirements

Safety policies and regulations
Occupational Health and Safety (OH&S)
Safety awareness training
Permit to Work (PTW)
Lock-out / Tag-out
Personal Protective Equipment (PPE)
Testing and tagging of equipment
Emergency preparedness and response
Reporting of safety issues
Reviews / internal audit / external audit

Managing Physical Security

Security policies and procedures
Security standards and guidelines
Security staff
Security awareness
Security incident management
Disciplinary program
Reviews, internal and external audits

Facilities Management

Maintenance policies and procedures
Various maintenance programs
Outsourcing of maintenance activities
Maintenance contract options
Warranty
Maintenance schedule
Service situations
Spart part management
Contamination control

Data Center Operations

Policies and procedures for data center operations
Service operations and the daily data center operations

Monitoring / Reporting / Control

Monitoring requirements
Escalation procedures
Reporting
Trend analysis
Reviews

Project Management

Project management
Project organization
Project manager
Project phases

Environment Sustainability

The importance of sustainability
Sustainability policies
Environmental management
Power efficiency indicators ‐
Waste management ‐
Water management
ICT utilisation management
Environmental performance measurements
Renewable energy factor (REF)

Organizational Resilience

Business continuity
Data center facility options
Business Impact Analysis
Type of facility
Human resources
Facility, equipment and consumables

Governance, Risk and Compliance

Management commitment
Coordination, collaboration and integration
Compliance
Risk management
Document management
Financial management
Vendor management
Asset management

Delivery Structure and Methods

The CITO^® course is lectured by an EPI Certified Instructor.

CITO^® course is available in the following delivery methods:

ILT – Instructor Led Training (Schedule)
VILT – Virtual ILT (Schedule)
TOD – Training On Demand (More)

Exam

Exam: Certified IT Operator (CITO^®)

The CITO^® exam is a 60-minute closed book exam, with 40 multiple-choice questions. The candidate requires a minimum of 26 correct answers to pass the exam.

Certification & Accreditation

Attendees passing the exam will be awarded the internationally accredited and recognized ‘Certified IT Operator’ certificate (CITO^®).

CITO^® is globally accredited by EXIN, a fully independent exam and certification institute.

The CITO^® certificate is valid for 3 years, after which recertification is required. Please see the EPI Recertification Program for available options.

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CITO® Resources

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