We constantly encounter this concern in organisations everywhere, in both government and business:

What are all these frameworks and standards?
What is the difference between a framework and a standard?
There are so many – should we be using them? If so, which ones?
How do they all fit together?
How will they make our organisation better?

Frameworks and standards are there to address very real issues faced by organisations today. They offer many real and tangible benefits. But there is no single silver bullet. The trick is to know which ones to use to give best value to your organisation.

This overview is designed to brush away the confusion and to give management a clear and sufficient understanding of the most common frameworks (COBIT, ITIL, PRINCE2, MSP, SABSA) together with the relevant standards (ISO 38500, ISO 20000, ISO 10006, ISO 21500 and ISO 27000) so that you will have a much better basis for making decisions. It will explain how the frameworks and standards interact, as well as clarifying the differences between the frameworks and their corresponding standards.

Candidates can expect to gain competencies in the following:

COBIT and ISO 38500: The Control Objectives for Information and related technology: what it is, what it says, how should senior managers make effective decisions, interaction with the other frameworks and standards.
ISO 38500 (Corporate Governance of IT standard): What it says and how does it differ to COBIT.
ITIL (the IT Infrastructure Library) – what it is, how it works.
ISO 20000 (Service Management standard) – how it works and how it differs from ITIL. Also answers the question on who should follow this standard.
PRINCE2 (Projects In a Controlled Environment) – what it is, how it works.
MSP (Managing Successful Programmes) – what is it, how does it work.
ISO 10006 (Guidelines for quality management in projects). What does this standard say, how does this work with PRINCE2, and MSP and how does this standard differ from ISO 21500?
ISO 21500 (guide to project management). What does this standard say, how does this work with PRINCE2 and MSP, and how does this differ from the ISO 10006 standard?
ISO 27000x (Information Security management standards). The related series of security standards – what are they, and what do they say?

This course is suited to:

Programme Managers
Project Managers
IT Managers
IT Operation Managers
ITIL Sponsors
Anyone wanting to understand the frameworks with their associated standard

Frameworks and standards – everything you need to know in just one day:

COBIT
ITIL
PRINCE2
MSP
Security
ISO38500
ISO20000
ISO10006
ISO21500
ISO27000

Prerequisit

None

Course

Fees A$ per person

IT Frameworks and Standards Overview
$490 + gst

Enquire about Team Discounts and in-house presentation.

Your Customer Service Desk is the door to your organisation – it plays a pivotal role in the overall success of the support and delivery of services.

This powerful one-day course has been designed for anyone who has learned about what constitutes customer service and needs to fully understand how customers want to be treated. Based on extensive practical experience in many different sectors of business and government, the course answers the countless questions people have asked and issues they have faced when dealing with customers.

Do you want to know how to get the very best from your Service Delivery? It helps you to discover how to change your customers’ perception of service that you are delivering and meet your targets.

If your customers do not consider your support as ‘a source of knowledge and experience’ then this is the course you’re looking for.

Participants can expect to gain competencies in the following:

Customer Service – what is this and how do I approach it
Customer Service Desk staff skills – what skills are needed to interact with customers
The Do’s and Don’ts for Customer Service Desk Staff – learn how to make customer service a success in your organisation and avoid common pitfalls
Delivering bad news – how to tell your customers their requests can’t be completed or will be late
Irate callers – how to deal with upset customers
Incident Handling – how to record dealings with customers
Tools: what is needed to help customer service agents?
Improving the Customer Service Desk – how to go about improvements of your customer service area

This course is suited to:

Customer Service Desk personnel
Service desk supervisors / managers
Service delivery managers; and
Anyone in an operational area dealing with customers who wishes to be a part of a Service Improvement programme.

Contact ALC for a quote today!

Frameworks and Standards Overview: Course Overview

We constantly encounter this concern in organisations everywhere, in both government and business:

Frameworks and Standards Overview: Learning Outcomes

Candidates can expect to gain competencies in the following:

Frameworks and Standards Overview: Who Should Attend

This course is suited to:

Frameworks and Standards Overview: Course Contents

Frameworks and standards – everything you need to know in just one day:

Frameworks and Standards Overview: Dates and Fees

Frameworks and Standards Overview: Exams and Stuff

Prerequisit

Frameworks and Standards Overview: Sidebar Content

Course

Fees A$ per person

Enquire about Team Discounts and in-house presentation.

Customer Service Skills: Course Overview

Customer Service Skills: Learning Outcomes

Participants can expect to gain competencies in the following:

Customer Service Skills: Who Should Attend

This course is suited to:

Customer Service Skills: Course Contents

Customer Service Skills: Dates and Fees