IT SERVICES MANAGEMENT
IT Training Courses & Workshops
COBIT® Training Course – 10 Days
- Gain comprehensive knowledge of COBIT® framework
- Understand how to align IT goals with overall business objectives
- Learn to effectively manage and govern IT processes and functions
Module 1: Introduction to COBIT®
- Overview of COBIT® Framework
- Evolution and Importance
- Key Concepts and Terminologies
- Benefits of Adopting COBIT®
Module 2: COBIT® Principles and Framework
- COBIT® Core Principles
- Governance and Management Objectives
- COBIT® Framework Components
- COBIT® Domains and Processes
Module 3: COBIT® Governance and Management Objectives
- Align, Plan, and Organize (APO) Domain
- Build, Acquire, and Implement (BAI) Domain
- Deliver, Service, and Support (DSS) Domain
- Monitor, Evaluate, and Assess (MEA) Domain
Module 4: COBIT® Implementation Approach
- Understanding COBIT® Implementation Steps
- Assessing Current IT Governance Maturity
- Setting Target Maturity Levels
- Developing Improvement Roadmaps
Module 5: COBIT® and IT Governance
- Understanding IT Governance
- Relationship between COBIT® and Other IT Governance Frameworks (e.g., ITIL®, ISO/IEC 27001)
- Integrating COBIT® with IT Governance Processes
Module 6: COBIT® and Risk Management
- Introduction to Risk Management
- COBIT® Risk Management Framework
- Integrating COBIT® with Risk Management Processes
- Identifying and Assessing IT Risks
Module 7: COBIT® and Compliance
- Compliance Requirements and Challenges
- COBIT® and Regulatory Compliance (e.g., GDPR, SOX)
- Implementing Controls for Compliance
- Auditing and Assessing Compliance
Module 8: COBIT® and Information Security
- COBIT® and Information Security Management
- Information Security Control Objectives
- Implementing Security Controls
- Managing Security Incidents and Events
Module 9: COBIT® Roles and Responsibilities
- COBIT® Roles and Responsibilities Overview
- Responsibilities of Executives and Management
- Responsibilities of IT Governance and Management Teams
- Responsibilities of IT Auditors and Assurance Professionals
Module 10: COBIT® Certification Path and Exam Preparation
- Overview of COBIT® Certification Levels (Foundation, Implementation, Assessor)
- COBIT® Exam Format and Structure
- Exam Preparation Strategies and Tips
- Practice Questions and Quizzes
Module 11: COBIT® in Practice: Workshops and Hands-on Exercises
- Case Studies and Scenarios
- Process Simulation Exercises
- Role-Playing Scenarios
- COBIT® Implementation Projects
Module 12: Capstone Project
- Real-world COBIT® implementation project
- Application of learned concepts
- Presentation and Documentation
ITIL® Training Course – 10 Days
- Master the best practices of IT service management
- Acquire skills to enhance IT operations and service delivery
- Understand how to improve customer satisfaction and reduce costs through ITIL®
Module 1: Introduction to ITIL®
- Overview of ITIL® Framework
- Evolution and Importance
- Key Concepts and Terminologies
- Benefits of Adopting ITIL®
Module 2: ITIL® Service Lifecycle
- Introduction to Service Lifecycle Phases
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement (CSI)
Module 3: Service Strategy
- Strategy Management for IT Services
- Service Portfolio Management
- Financial Management for IT Services
- Demand Management
Module 4: Service Design
- Service Design Principles
- Service Catalog Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
Module 5: Service Transition
- Introduction to Service Transition
- Change Management
- Service Asset and Configuration Management (SACM)
- Release and Deployment Management
- Transition Planning and Support
Module 6: Service Operation
- Introduction to Service Operation
- Incident Management
- Problem Management
- Event Management
- Request Fulfillment
- Access Management
Module 7: Continual Service Improvement (CSI)
- Introduction to Continual Service Improvement
- CSI Principles and Objectives
- CSI Approach and Activities
- Seven-Step Improvement Process
Module 8: ITIL® Roles and Responsibilities
- Service Owner
- Process Owner
- Process Manager
- Service Desk Analyst
- Change Manager
- Incident Manager
- Problem Manager
- Configuration Manager
- ITIL® Practitioner
Module 9: ITIL® Practices and Processes
- Overview of ITIL® Processes
- Incident Management Process
- Problem Management Process
- Change Management Process
- Service Level Management Process
- Continual Service Improvement Process
- Service Desk Practices
Module 10: ITIL® Implementation and Adoption
- Implementing ITIL® Best Practices
- Assessing Organizational Readiness
- Creating a Service Improvement Plan (SIP)
- Managing Organizational Change
- Measuring and Reporting on ITIL® Success
Module 11: ITIL® Certification Path and Exam Preparation
- Understanding the ITIL® Certification Levels (Foundation, Practitioner, Intermediate, Expert)
- Overview of ITIL® Certification Exams
- Exam Preparation Strategies and Tips
- Practice Questions and Quizzes
Module 12: ITIL® and IT Service Management (ITSM) Tools
- Introduction to ITSM Tools
- Service Desk Tools (ServiceNow, BMC Remedy)
- IT Service Management Suites
- Configuration Management Databases (CMDB)
Module 13: ITIL® in Practice: Workshops and Hands-on Exercises
- Case Studies and Scenarios
- Process Simulation Exercises
- Role-Playing Scenarios
- Process Improvement Projects
Module 14: Capstone Project
- Real-world ITIL® implementation project
- Application of learned concepts
- Presentation and Documentation
ISO/IEC 27002 Training Course – 10 Days
- Learn the principles and practices of information security management
- Understand risk management and control objectives for information and related technology
- Gain expertise in implementing and maintaining security measures based on ISO/IEC 27002
Module 1: Introduction to ISO/IEC 27002
- Overview of ISO/IEC 27002 Standard
- Importance and Purpose
- Relationship with ISO/IEC 27001
- Key Concepts and Terminologies
Module 2: Information Security Management System (ISMS)
- Introduction to ISMS
- Principles of ISMS
- Frameworks and Standards (ISO/IEC 27001, ISO/IEC 27003)
- ISMS Components and Implementation
Module 3: ISO/IEC 27002 Control Objectives and Controls
- Understanding Control Objectives
- Overview of Control Categories
- Detailed Examination of Control Objectives and Controls
Module 4: Information Security Policies and Procedures
- Development of Information Security Policies
- Documentation and Communication of Policies
- Implementation of Security Procedures
Module 5: Information Asset Management
- Asset Identification and Classification
- Asset Ownership and Accountability
- Asset Handling and Disposal
Module 6: Human Resource Security
- Personnel Security Policies and Procedures
- Roles and Responsibilities
- Employee Awareness and Training
Module 7: Access Control
- Access Control Policies and Procedures
- User Access Management
- Privilege Management
- Remote Access Control
Module 8: Cryptography
- Introduction to Cryptography
- Cryptographic Techniques and Mechanisms
- Key Management
Module 9: Physical and Environmental Security
- Physical Security Policies and Procedures
- Secure Areas and Perimeter Protection
- Equipment Security
- Secure Disposal of Media
Module 10: Operations Security
- Operational Procedures and Responsibilities
- Malware Protection
- Backup and Restoration
- Logging and Monitoring
Module 11: Communications Security
- Network Security Controls
- Secure Network Architecture
- Secure Transmission of Information
- Email and Internet Usage Policies
Module 12: System Acquisition, Development, and Maintenance
- Security Requirements for System Acquisition
- Secure Development Practices
- Security Testing and Evaluation
- Secure System Maintenance
Module 13: Supplier Relationships
- Supplier Selection and Management
- Information Security in Supplier Agreements
- Monitoring and Review of Supplier Performance
Module 14: Information Security Incident Management
- Incident Management Policy and Procedures
- Incident Detection and Reporting
- Incident Response and Recovery
Module 15: Information Security Monitoring and Measurement
- Monitoring and Measurement of Information Security Performance
- Compliance Monitoring
- Security Metrics and Reporting
Module 16: Information Security Auditing and Review
- Internal and External Information Security Audits
- Compliance Audits
- Management Review of Information Security
Module 17: ISO/IEC 27002 Certification and Audit Process
- Understanding ISO/IEC 27002 Certification
- Audit Process Overview
- Preparation for ISO/IEC 27002 Certification Audit
Module 18: ISO/IEC 27002 Case Studies and Best Practices
- Real-world Case Studies
- Best Practices in Implementing ISO/IEC 27002
- Lessons Learned from Successful Implementations
Module 19: Capstone Project
- Real-world ISO/IEC 27002 implementation project
- Application of learned concepts
- Presentation and Documentation
eTOM Training Course – 10 Days
- Learn the Telecommunication Operations Map (eTOM) framework
- Understand how to optimize business processes in the telecom industry
- Gain knowledge to enhance service delivery and operational efficiency in telecom organizations
Module 1: Introduction to eTOM
- Overview of eTOM Framework
- Evolution and Importance
- Key Concepts and Terminologies
- Benefits of Adopting eTOM
Module 2: eTOM Process Framework
- Structure of eTOM Framework
- eTOM Process Areas
- Hierarchical Levels of Processes
- Process Decomposition and Interactions
Module 3: Strategy, Infrastructure, and Product Lifecycle
- Strategy and Planning Processes
- Infrastructure Lifecycle Management
- Product Lifecycle Management
- Enterprise Architecture Frameworks
Module 4: Service Development and Management
- Service Development Processes
- Service Fulfillment and Assurance Processes
- Service Quality Management
- Service Level Agreements (SLAs) and Service Level Management (SLM)
Module 5: Resource Development and Management
- Resource Development Processes
- Resource Fulfillment and Assurance Processes
- Network Operations and Management
- Resource Capacity Management
Module 6: Customer Relationship Management (CRM)
- CRM Processes
- Customer Ordering and Billing
- Customer Care and Support
- Customer Experience Management
Module 7: Supplier/Partner Relationship Management (SPRM)
- SPRM Processes
- Supplier and Partner Selection
- Contract Management
- Performance Management
Module 8: Service Delivery Management
- Service Delivery Processes
- Service Activation and Configuration
- Incident and Problem Management
- Change and Release Management
Module 9: Security, Risk, and Business Continuity Management
- Information Security Management
- Risk Management
- Business Continuity Management
- Compliance and Regulatory Requirements
Module 10: Performance and Asset Management
- Performance Management Processes
- Asset Lifecycle Management
- Performance Measurement and Reporting
- Asset Optimization
Module 11: Governance and Organization Management
- Governance Frameworks
- Organizational Structure and Responsibilities
- IT Governance and Compliance
- Process Improvement and Maturity Assessment
Module 12: eTOM Certification Path and Exam Preparation
- Overview of eTOM Certification Levels
- Exam Format and Structure
- Exam Preparation Strategies and Tips
- Practice Questions and Quizzes
Module 13: eTOM in Practice: Workshops and Hands-on Exercises
- Case Studies and Scenarios
- Process Simulation Exercises
- Role-Playing Scenarios
- eTOM Implementation Projects
Module 14: Capstone Project
- Real-world eTOM implementation project
- Application of learned concepts
- Presentation and Documentation
Benefit and Outcome for “CobiT®, ITIL® and ISO/IEC 27002, eToM Training Courses”
Benefits:
- Enhanced Skills: Gain in-depth knowledge and skills in CobiT®, ITIL®, ISO/IEC 27002, and eToM frameworks.
- Industry Recognition: Acquire certifications that are globally recognized and valued in the IT industry.
- Improved Services: Learn to align IT services with business goals, resulting in enhanced service delivery.
- Risk Management: Understand and implement best practices for managing IT-related risks and compliance with regulations.
- Operational Efficiency: Improve operational efficiency through standardized processes and procedures.
- Career Advancement: Open doors to new career opportunities and advancement within the IT industry.
Outcomes:
- Certifications: Obtain official certifications in CobiT®, ITIL®, and ISO/IEC 27002.
- Improved Processes: Implement best practices from the training to streamline IT processes and improve overall performance.
- Risk Mitigation: Develop strategies to identify and mitigate IT-related risks, ensuring a secure and compliant IT environment.
- Service Alignment: Align IT services with business objectives to improve overall service delivery and customer satisfaction.
- Professional Growth: Enhance your professional profile and increase your market value with specialized knowledge and certifications.
Invest in your career with CobiT®, ITIL®, and ISO/IEC 27002, eToM training courses to gain expertise, industry recognition, and improved IT service delivery and compliance.

Training Courses
- Customer Relationship Management ( CRM )
- IT Services Management
- ITIL® 4 Foundation Certification Training Course
ITIL offers best practices for delivering IT services using a systematic approach to IT service management (ITSM). ITIL certification is near the top of almost every list of must-have IT certifications, and for good reason. As an IT management framework, ITIL can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale, and change.
The ITIL 4 was updated by Axelos in February 2019 to include a stronger emphasis on maintaining agility, flexibility, and innovation in ITSM, while still supporting legacy networks and systems. As of 2021, ITIL 4 has been fully rolled out and Axelos announced plans to discontinue ITIL 3 completely by the start of 2022.
- Service Management as a Practice
- Generic Concepts
- ITIL Service Lifecycle
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement
- ITIL Foundation Exam Tips and Tricks
Enhanced Telecom Operations Map ( eTOM )
In use by hundreds of companies around the world, accepted as a formal standard by the ITU-T, and translated into 6 languages, the eTOM is truly the business process heart of the TeleManagement Forum’s ( TMF ) New Generation Operations Systems and Software (NGOSS) framework. By providing the industry with a common structure for defining and sharing business processes, the eTOM enables service providers and their suppliers to work together to understand the current state of their business activities, identify improvements, and define new processes to streamline the business.
At the overall conceptual level, eTOM can be viewed as having the following three major process areas:
- Strategy, Infrastructure & Product covering planning and lifecycle management
- Operations covering the core of operational management.
- Enterprise Management covering corporate or business support management.
COBIT 5.0 FRAMEWORK
ISACA’s COBIT 5 credentials affirm holders among the world’s most-qualified enterprise IT governance professionals. If you’re working in audit and insurance, risk management, or governance of enterprise IT, then COBIT is your one-stop solution for mastering IT. IT professionals such as auditors, IT managers, and managers in IT service-providing firms will find this COBIT course helpful in advancing their careers.
COBIT® 5 Foundation is the entry level certification exam.
Obtaining the Foundation level demonstrates basic knowledge and understanding of the COBIT 5 guidance, principles and models.
- Gain a holistic understanding of the governance and management of an organisation’s internal information systems and technology
- Recommend improvements, by implementation aspects of COBIT 5
Who is COBIT 5 Foundation for:
COBIT 5 is aimed at organisations of all sizes and all sectors. It is ideal for professionals involved in assurance, security, risk, privacy/compliance and business leaders and stakeholders involved in or affected by governance and management of information and IT systems, such as:
- IT Manager
- IT Quality Professionals
- IT Auditors
- IT Consultants
- IT Developers
- IT Operational Management
- ΙT Business Leadership Management
- Managers in IT Service providing firms

- IT Governance and the Political Dimension
- Emergence of IT Governance
- Political and Legislative Drivers
- IT Governance Frameworks
- The Difference Between a Standard and a Framework
- COBIT, ITIL and ISO/IEC 27000
- Core Concepts in COBIT 5
- Governance of Enterprise IT and COBIT 5
- Substantiating the COBIT 5 Principles
- Value Creation and Benefits Realisation
- Categories of IT Investment
- Importance of Categorising Investments
- Key Components of the IT Investment Approval Process
- How Expected Benefits Can be Defined and Quantified
- How Benefits Can be Realised
- Risk Management
- COBIT 5 for Risk
- Drivers for Risk
- COBIT 5 Enablers
- COBIT 5 for Risk and Other Frameworks
- Information Security
- Key Objectives for Information Security
- Drivers for Information Security
- Benefits of COBIT 5 for Information Security
- Capabilities of COBIT 5 for Information Security
- COBIT 5 Enablers for Implementing Information Security
- Implementing Information Security Initiatives
- COBIT 5 for Information Security and Other Frameworks
- Assurance & Drivers for Assurance
- Assurance Engagement
- Key Concepts in Assurance Methodologies and Techniques
- Components of Assurance Initiatives
- Assurance Techniques
- Transforming Cyber Security using COBIT 5