Course Overview

ISO/IEC 27002 Foundation training enables you to learn the basic elements to implement Information Security Controls as specified in ISO/IEC 27002. During this training course, you will be able to understand how ISO/IEC 27001 and ISO/IEC 27002 are related to ISO/IEC 27003 (Guidelines for the implementation of ISMS), ISO/IEC 27004 (Measurement of Information Security) and ISO/IEC 27005 (Risk Management in Information Security).

After completing this course, you can sit for the exam and apply for the “PECB Certificate Holder in ISO/IEC 27002 Foundation” certificate. A PECB Foundation Certificate shows that you have understood the fundamental methodologies and management approach.

Course Objectives

• Understand the implementation of Information Security Controls in accordance with ISO/IEC 27002
• Acknowledge the correlation between ISO/IEC 27001, ISO/IEC 27002 and other standards and regulatory frameworks
• Understand the approaches, methods and techniques used for the implementation of Information Security Controls

Course Content

• Day 1: Introduction to ISO/IEC 27002 and Information Security Management System
• Day 2: ISO/IEC 27002 Controls and Certificate Exam

Course Overview

Acquire the facilitation skills necessary to effectively manage requirements meetings and workshops.

Business analysts have the responsibility to gather, analyze, and validate business and technical requirements for their projects, thus they need facilitation skills to manage requirements meetings and workshops.

In this highly interactive two-day course, you’ll gain the skills to be an effective facilitator – one who can help stakeholders define their needs and form quantifiable requirements. You’ll learn tested techniques for meeting planning and preparation, brainstorming, analysis, and decision-making. You will have the opportunity to practice these techniques in a safe environment with a trained facilitator who will give you relevant, timely feedback. Advanced topics will also be covered, including virtual facilitation, conflict management, and root cause analysis. You will leave class with the confidence to facilitate a meeting from the planning stages, motivating group participation, building consensus, maintaining session focus, and evaluating results for lessons learned.

Students pursuing a university-recognized and/or accredited certificate in Canada or continuing education units in the US must attend at least 90% of class time, participate in class exercises and section-knowledge checks, and score at least 70% on an end-of-class, multiple-choice assessment.

Course Objectives

• Plan a facilitated meeting
• Create an agenda and risk analysis
• Use the appropriate facilitation techniques in a meeting
• Plan for and facilitate in a virtual meeting environment
• Use advanced brainstorming, analysis, and decision-making techniques
• Manage conflict in a facilitated meeting

Course Content

• Facilitation Basics:
• What Facilitation Is
• The Role of the Facilitator
• To Facilitate or Not to Facilitate?
• Benefits of Facilitation
• Facilitation in Business Analysis
• Planning a Facilitated Meeting:
• Why Planning is Critical
• Defining the Purpose
• The Facilitated Meeting Planning Worksheet
• Key Characteristics of Participants
• Meeting Risks and Responses
• Facilitation Techniques:
• Building an Agenda
• Techniques for Facilitated Meetings
• Brainstorming
• Gap Analysis
• T-Charts (or Force Field Analysis)
• Model Types
• Impact/Effort Grid
• Multi-Voting
• Conducting a Meeting:
• Facilitation Actions
• Facilitation Behaviors
• Virtual Meetings:
• Challenge of Teleconferences and Web-Conferences
• Meeting with Dispersed Participants
• Best Practices for Virtual Meetings
• More Techniques for Facilitation:
• Brainwriting (Anonymous Brainstorming)
• Root Cause Analysis
• Criteria-Based Grid
• How Various Models Can be Used with Groups
• Managing Conflict:
• Understanding Conflict
• Good vs. Bad Conflict
• Resolving Conflict between Participants
• Resolving Conflict between Participant and Facilitator
• Exercises:
• Complete a Facilitation Meeting Plan
• Create Meeting Agenda
• Practice Facilitating Multiple Meetings
• Practice Root Cause Analysis
• Complete a Criteria-Based Grid

Course Overview

The oral examination lasts for approximately 50 minutes and the candidate is required to demonstrate that they can put the competencies gained in the written examinations into a coherent context. Each candidate must also demonstrate the interpersonal skills required to function effectively as a business analyst.

Course Content

The link below is to the latest version of the BCS International Diploma in Business Analysis Syllabus.

Download latest BCS syllabus from the BCS website

Course Overview

An introduction to the essential approaches and concepts involved in enterprise, business, data, applications, software and infrastructure architecture.

Course Objectives

This training course on architecture concepts, introduces you to essential approaches and concepts involved in enterprise, business, data, applications, software and infrastructure architecture.

“This foundation certification provides an introduction to the main aims and concepts of architecture and explores the different subdomains of enterprise architecture.” (BCS Syllabus)

Presented to you by one of the expert training consultants pictured below, each member of our Architecture Concepts training team brings their professional knowledge and experience to this training course.

Course Content

Fundamentals of architecture: concepts

Meaning and levels of architecture

Sub-domains of enterprise architecture

Architecture descriptions

Role of the architect

Gap analysis

Fundamentals of architecture: approaches 

Architecture drivers

Architecture standards and frameworks

Governance, risk and compliance

Business architecture

Objectives of business architecture

Types of application

Key artefacts

Key activities

Cross-referencing models with grids and matrices

Structure and behaviour of applications in a business

Data architecture

Data, information and metadata

Data states and lifecycles

Objectives of data architecture

Key artefacts

Key activities

Structure and behaviour of a business system

Infrastructure architecture

Objectives of infrastructure architecture

Key artefacts

Key activities

Software architecture

Objectives of software architecture 

Key artefacts

Key activities

System modelling techniques

APIs

Security architecture

Objectives of security architecture 

Key concepts in data, applications and infrastructure architectures

Key artefacts

Key activities

Legislation and professional standards

Solution architecture

Objectives of solution architecture

Key artefacts

Key activities

Solution requirements

Solution architecture lifecycle

Stakeholder categories

Applying architectures holistically

Cross-referencing architecture 

Configuration management of architecture

Realising architecture

Course Overview

This workshop will help you to feel comfortable with saying “no”, without feeling guilty and to speak up in a confident and effective manner. Learn to distinguish between the three basic positions: passive, assertive and aggressive.

Course Objectives

After the workshop, you will be able to:

• Express what you want and assert your rights.
• Prevent misunderstandings and conflicts.
• Overcome self-defeating behaviours.
• Improve the quality of your interactions with others.

Course Overview

Many IT organizations are struggling to deliver quality services. Despite the massive investment in training, ITSM improvement initiatives are failing to deliver the hoped for value. The services are too unpredictable, unrepeatable, expensive and pose unacceptable business risks. The IT organization is still not Customer or Service focused. This simulation will help translate ITSM theory into practice, create buy-in and capture concrete improvement actions, helping to realize a customer focused culture and improve service quality.

This Apollo 13 Simulation Game will help:

• Improve your ITSM performance
• Increase Customer and Service Focus
• Get more out your ITSM/ITIL training
• Learn how improve Processes to realize demonstrated value and reduce business risk

 Do you recognize this?

With the growing importance of IT to all organizations ITSM is becoming a strategic capability. Many organizations have adopted and invested heavily in ITSM best practice frameworks such as ITIL. Many are struggling and are not achieving the hoped for value, worse still their lack of ITSM capabilities are presenting a risk to their business. Despite the massive investments in ITSM training and certification we still struggle to translate the theory into practice and translate the ITSM knowledge into results.

• Duration of the simulation 1 day
• Number of participants 8 – 12

Course Objectives

The learning objectives are dependent upon what your organization is trying to achieve, where you are on your ITSM journey and the problems and issues you are trying to solve. These are some of the objectives achieved during this training:

• Learn how to apply ITSM best practices and learn the essence of ITSM;
• Learn how to measure and improve your performance;
• Learn how to stay customer focused and set the right priorities based on customer impact;
• Develop communications and team competences.

Course Content

About Apollo 13 – an ITSM experience™Scenario 

You are the Mission Control Center of NASA. Your aim is to support the Crew during the

Mission. You must design your services, implement them, execute them and apply continual improvement practices in order to ensure mission success. In 4 rounds you will be challenged with events, problems, issues, changes and increasing business demand. You must apply the ITSM best practices in order to become successful. You will guide the crew through the launch, journey to and from the moon, to a safe return and splashdown,  at the same time realizing the strategic goals for the mission.

Course Overview

Intense competition coupled with flattened hierarchies, multi-dimensional teams and a diverse working environment characterize today’s business climate. For those leading IT teams, this reality is compounded with the challenges of:

• Realizing that most IT employees have deeper technical knowledge than their leaders
• Communicating with and supervising employees when you often can’t tell what they are doing
• Motivating IT employees who may not be interested in traditional career paths
• Coaching and developing highly technical skilled employees
• Hiring and retaining the best talent
• Bridging the communication gap between IT and the rest of the business

The Active Leadership for IT Professionals program provides the concepts, tools and practices to help overcome these challenges and to help IT leaders effectively coach, empower and lead individuals and teams to higher levels of performance.

Course Objectives

After the workshop, you will be able to:

• Assess personal leadership behaviours and attitudes that impact the performance of others
• Plan and deliver clear, concise communication to direct, guide and engage employees
• Understand what people need in order to change a behaviour or practice
• Determine how ability and motivation impact performance and outcomes, regardless of the task
• Explore three different leadership styles and when they should be used to maximize the performance of others
• Match the appropriate leadership style to individuals and specific tasks
• Explore how the foundational principles of coaching impact coaching results
• Differentiate between “coaching for job” versus “coaching for career”
• Provide behavioural feedback that recognizes and rewards employee performance
• Use a consistent approach to providing feedback that reinforces desired behaviours and helps achieve performance improvements
• Assess performance gaps and improve task performance
• Coach, reinforce and create a motivational climate for employee growth and retention
• Create a personal development plan based on assessed leadership strengths and development needs

Course Overview

Service design offers an innovative approach to creating and enhancing business services. AssistKD’s Service Design Consultancy course covers the key topics that enable consultants to collaborate with their customers and advise on how to offer the services their customers need. This course prepares attendees to sit the A4Q Certification in Service Design Consultancy examination and contributes to the achievement of the A4Q Certified Service Designer Award.

Course Objectives

Upon the completion of this workshop, candidates will be able to:

•    Describe the purpose and role of the Service Design Consultant.

•    Understand the principles and ethics of Service Design.

•    Understand the qualification and initiation of a consultancy assignment.

•    Analyse service value propositions.

•    Apply situation diagnosis using causal loop diagrams.

•    Explain option appraisal and principled negotiation.

Course Content

Introduction to Service Design Consultancy and the SD Consultancy Service Framework

Service Design Principles and Ethics

Initiating and qualifying a service design consulting assignment

Investigating a business service situation

Business service performance measures 

Appraising and diagnosing a business service situation

Generating service design options

Techniques to evaluate service design options

Techniques to implement a service design solution

Course Overview

Learn how to apply a creative, human-centred design mindset to business challenges and meet the needs of all stakeholders with our Design Thinking course.

Course Objectives

business innovation. It’s about applying the design mindset to business challenges, making sure solutions are customer-centric and focused on meeting the needs of all stakeholders. 

This Design Thinking course covers the underlying principles of design thinking, bringing the strategies and techniques to life by applying them to a range of real life scenarios. Delegates learn how to empathise with and engage with the customer, unlock key insights, question assumptions, explore strategies and test ideas.

Course Content

During this course, you will cover:

• The rationale for Design Thinking
• The Design Thinking mindset
• Core design thinking practices
• The Design Council Double Diamond
• The d.School 5 stage approach (Stanford)
• Design Thinking techniques including:

– Service safari

– Empathy map

– Customer journey map

– Problem framing

– Service blueprint

– Assumption reversal

– Prototyping

– Feedback capture grid

• Organisational culture and Design Thinking
• Cultural aspects that may inhibit or enable Design Thinking
• The Culture Pyramid 

Course Overview

Take an in-depth look at the key area of customer experience with our CX Analysis course. Learn how to transform business processes and to offer engaged, responsive and connected customer experiences.

Course Objectives

CX analysis is critical to business success. It looks in depth at the customer experience, and how an organisation can transform its existing processes to offer engaged, responsive and connected customer experiences. 

CX Analysis course examines every touchpoint of the customer journey. Key areas include analysing the organisation’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organisational maturity.

Learn how to tune in to your customers, action your insights and add value across multiple touchpoints to take your customer experience from good to great.

Course Content

During this course, you will cover:

• The rationale for analysing Customer Experience
• Core principles and components of Customer Experience analysis
• The stages of the CX Analysis and Design Framework
• The elements of the Business Scorecard
• Business values, strategy and core CX competencies
• Using the Balanced Scorecard and Strategy Maps
• Value co-creation, alignment and misalignment
• Analysing and defining the elements of a Value Proposition
• The Customer Experience research context
• CX research techniques including storytelling and focus groups
• ‘Voice of the Customer’ research and analysis including personas, customer journey maps and empathy maps
• Models to represent the voice of the customer, including customer journey maps and empathy maps
• Organisational Barriers to Customer Centricity  
• The Five Dimensions of Service and Accessibility
• Frameworks for UX requirements definition; usability and accessibility
• Techniques to enhance CX/UX including affinity diagrams, Kano, wireframes, service blueprints
• CX quality measurement techniques