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An Education in Service Management – A guide to building a successful service management career and delivering organisational success
Overview

An Education in Service Management – A guide to building a successful service management career and delivering organisational success

IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organizations from theft, cyber attacks, and the related regulatory, reputational and financial impacts.

ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how:

  • Working in or with ITSM enables you to build a career that spans global industries, locations, and sectors
  • ITSM roles vary from service desk analyst to chief technology officer or consultant
  • As a CTO, a CIO or an organizational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners, and customers

Whether you are contemplating a career in service management or are working in the sector, this book will help you understand current trends, job opportunities, frustrations, and progression. It also features contributions from industry professionals to show what their day-to-day service management role looks like.

Buy this book today to understand how to embark on a successful career in service management!

About the author

About the author

David’s career has taken him into various organisations, including IBM Global Business Services, where he first began working in ITSM. He holds the ITIL® Master and VeriSM Professional certifications, was recognized as a Chartered Information Technology Professional by the Chartered Institute for Information Technology (BCS) and was awarded a fellowship by BCS in 2022. He is a committee member for ITSM on behalf of the BSI (British Standards Institution), BCS and ISO (International Organization for Standardization).

David is passionate about service management, acting as a subject matter expert with EXIN and the IFDC, presenting to global C-level audiences on the ‘10 steps to digital transformation’ principle. He has also been a panelist on the “ITSM Crowd” and the “Service Management Leadership and Enterprise Digital” podcasts, where the discussions centered around enterprise service management and its future as an organizational enabler. He hosts his own YouTube channel titled “IT’s all about choices.”

David mentors people at various levels both in partnership with Reed within the ‘Women in Technology’ program and with the BCS. With this book, he aims to help you develop a greater understanding of service management and its ability to deliver fantastic success for your organization, your colleagues, and for you as you develop your career.

Certified DORA Foundation and Lead Auditor Module Combination Self-Paced Online Training Course
Description 

Training course outline

This course combines the Certified DORA Foundation and Lead Auditor module self-paced online training courses.

Our unique four-day modular training course is designed for those who have completed our ISO 27001 or ISO 22301 five-day lead audit courses, saving time and cost in adding DORA-specific auditing competence to your skill set. If you are not qualified as a Lead Auditor, you will need to take the Certified DORA Foundation course and then the full five-day instructor-led Certified DORA Lead Auditor course or the self-paced version.

This course explores DORA and its relevance to the financial sector. It clarifies oversight roles and responsibilities, including reporting, and situates DORA within the broader regulatory framework.

You will assess security, risk, and organizational readiness, linking them to competence, awareness, and training. The course covers auditing ICT risk and incident management, business continuity, and digital resilience. It also examines testing methods, tools, and supply chain processes, including ICT third parties, from operational and legal angles.

You will gain practical skills, DORA-specific knowledge, and strategies for exam success.

Enroll in our Certified DORA Foundation and Lead Auditor Module Combination Self-Paced Online Training Course today to become a trusted information security auditor. Enhance your organization’s digital operational resilience, obtain DORA compliance early, and gain a competitive advantage. 


Benefits for individuals

 Expand your knowledge

Our certified DORA training broadens your understanding so you can navigate complex financial regulations with confidence. Build on your existing knowledge and learn to apply your professional skills to integrate DORA into your organization’s ways of working. 

 Professional development

Advance your career by gaining certification in this new and highly sought-after area. Continue to grow, earning CPD points along the way, by attending our webinars and taking training in related areas. 

 Propel your career

Gain a valuable C-DORA credential that sets you apart in today’s competitive job market. Be an early adopter of professional certification in this new area of cybersecurity practice and compliance knowledge to establish yourself as a trusted leader in information security. 

 Increase your influence and impact

Our certified DORA training will give you essential knowledge and insights to make informed decisions in your organization with confidence and due care. Equip yourself to steer activities that will ensure operational resilience and regulatory compliance. 


Benefits for organizations

 Achieve regulatory compliance

DORA training enables key employees to understand and apply DORA efficiently within your organization. Ongoing compliance relies on having a strong group of DORA-trained staff who can maintain and improve systems and practices.

 Complete support for DORA compliance

Fast-track your organization to DORA compliance with IT Governance USA by selecting training courses, using our DORA Toolkit to accelerate implementation, and using books and free resources to educate your employees and supply chain partners.

 Avoid costly penalties

Minimize the risk of regulatory fines and severe reputational damage by ensuring your organisation’s compliance with DORA before the deadline, thereby safeguarding your organization’s financial stability.

 Gain a competitive advantage

Gain a competitive edge by demonstrating compliance early. Compliance signals that you have robust operational resilience and business agility. Improve your market positioning and maintain the respect of stockholders and analysts.

 Strengthen data governance

DORA-certified staff will be able to enhance your organization’s data governance practices, ensuring regulatory compliance and improving measures to ensure data integrity.

 Mitigate risks

Eliminate blind spots and fortify against cyber threats to reduce your liabilities and operational risks, and safeguard against disruptions.


Who should attend this course?

  • Managers and professionals in risk management, compliance, audit, ICT, and related functions who are responsible for evaluating an organization’s DORA compliance status
  • Managers and professionals responsible for preparing an organization for regular audits and for improving or remediating systems and processes to ensure compliance
  • People working for ICT third-party service providers that supply technology services to financial institutions operating in the EU
  • People committed to their continuing professional development with an interest in cybersecurity best practice

Why self-paced learning?

  • Study at your own pace: Study at your own pace and in your own time around work and life challenges
  • Cost-effective: Self-paced learning is an economical way to get qualified and raise your earning potential
  • Bite-sized learning: Pre-recorded online course, enabling you to learn in easy, manageable, bite-sized chunks
  • Test your knowledge: Knowledge-check questions at the end of each module to help gauge what you’ve learned

Choose IT Governance USA for your professional training

 Renowned experts

We are the recognized global leader in the fields that we train in. IT Governance led the world’s first ISO 27001 certification project and introduced the world’s first certified GDPR training. Since then, more than 30,000 professionals have trained with us.

 Insider insights

We keep you up to date with breaking news and developments in ISO standards, regulations, best practice, and cyber threats, giving you the ‘first to know’ advantage and time to prepare your organization.

 Structured career pathways

We help you navigate a wide range of qualifications to build a career. Through accessible and affordable training and events, you can earn CPD points to empower your professional journey, maintain your qualifications, and improve your business impact.

 Engaging experiences

Our courses and learning materials are built and delivered by subject-matter experts and innovative instructional design specialists with years of practical, hands-on experience.

 More ways to learn

We offer the widest range of learning formats per course than any other training provider, including instructor-led courses, self-paced online training, and custom courses for organizations. We also offer a unique blended learning method, designed for the digital age, which combines Live Online, self-paced, and expert tuition.

 Learn to earn

Pay by credit card online or by invoice. If you are personally investing in your career, you can spread the cost with our finance options. Fantastic discounts on books and courses are available for training graduates and corporate partners.

 ISO 17024-accredited qualifications

IT Governance USA delivers a unique and unrivaled portfolio of training courses and examinations leading to ISO 17024-accredited qualifications awarded by IBITGQ, BCS, ISACA®, EC-Council, PeopleCert, and Microsoft.

 Outstanding quality

Learn better and faster with exceptional course content. Our course material includes extra learning aids, and interactive and practical exercises to help you before, during, and after the training so you can put theory into practice with ease.

 Pass first time or train again for free

More than 30,000 people have passed exams with our training. Pass first time or train again for free.*

*T&Cs apply.

Course details

What does this training course cover?

Introduction to DORA and the regulatory landscape 

  • Overview of DORA
  • Sectors affected by DORA
  • Key definitions underpinning the Act
  • Processes that come under the Act and are inspected
  • Role of competent authorities
  • Understanding the proportionality principle
  • Penalties and how remedial measures need to be applied

ICT risk management principles in DORA

  • Standalone governance, risk and compliance requirements
  • Understanding ICT risk management frameworks
  • Digital operational resilience strategies
  • Impacts on ICT service providers and along the supply chain, including outsourcing partners
  • Five core concepts

ICT incident management principles in DORA 

  • Key requirements for all parties related to incident management
  • Reporting processes and voluntary disclosure of risks

Resilience testing requirements

  • Methods of testing
  • Frequency and timing

Managing third-party risk

  • Key principles of managing ICT third parties
  • Importance of ICT concentration risk
  • Understanding the oversight framework and key actors within it
  • Identifying and measuring risk
  • Contractual processes

Information-sharing principles

  • Information-sharing processes
  • Mandatory and voluntary sharing of information relating to cyber threats

The governance, risk and compliance framework

  • Roles and responsibilities of key actors within the oversight structure
  • Security standards
  • Gauging an organisation’s risk appetite
  • Evaluating staff competence, awareness and training plans
  • Managing third-party ICT risk

Evaluating the effectiveness of ICT risk management frameworks

  • The overlap between enterprise, operational and ICT risk management frameworks
  • How risk management frameworks and business objectives are linked
  • Assessment processes
  • How to select and deploy control mechanisms
  • Monitoring, evaluating and improving control mechanisms

Evaluating the effectiveness of ICT incident management frameworks

  • Detection and response processes
  • Resilience strategies and business continuity plans

Principles and practice of digital operational resilience

  • Ways to perform resilience testing
  • Key competencies required for testing methodologies

Information-sharing processes

  • Mandatory and voluntary information sharing about cyber threats
  • Processes and procedures

What’s included in this course?

  • Full course materials (digital copy provided as a PDF file)
  • Access to our LMS (learning management system) for one year
  • A certificate of completion
  • The C-DORA F and C-DORA LA exam vouchers (if purchased)

What equipment do I need?

You will need a laptop for the duration of your course and exams.


Are there any prerequisites for this course?

There are no prerequisites for this course as it includes the C-DORA F. However, to be awarded the C-DORA LA certificate, the C-DORA F exam must be passed. 

We recommend reading DORA – A Guide to the Digital Operational Resilience Act before attending this course. 


Course duration

This self-paced online course consists of pre-recorded videos, digital content, and exercises, which are available at any time for one year.


Is there any pre-reading?

We recommend purchasing and reading DORA – A Guide to the EU Digital Operational Resilience Act.

Exams and qualifications

Certified DORA Foundation and Lead Auditor exams

Candidates take the Certified DORA Foundation (C-DORA F) and Lead Auditor (C-DORA LA) exams set by IBITGQ (International Board for IT Governance Qualifications) at the end of the course. There is no extra charge for these exams. 

  • Delivery method: Online
  • Duration: 60 minutes (C-DORA F) and 90 minutes (C-DORA LA)
  • Questions: 40 in each exam
  • Format: Multiple choice
  • Pass mark: 65% (C-DORA F) and 75% (C-DORA LA) 

What qualifications will I receive?

Certified DORA Foundation (C-DORA F) and Certified DORA Lead Auditor (C-DORA LA). 


Accreditation

This course is accredited by IBITGQ (International Board for IT Governance Qualifications).

IBITGQ (International Board for IT Governance Qualifications) is a personnel certification body that certifies individuals in the field of IT governance. 

IBITGQ is accredited to the ISO/IEC 17024:2012 standard (Conformity assessment – General requirements for bodies operating certification of persons) by IAS (International Accreditation Service). ISO 17024 is a global, industry-recognized benchmark, and qualifications accredited to this standard are recognized and highly valued by employers throughout the world.  

You can demonstrate your professional and practical knowledge and expertise by registering your qualification on the IBITGQ/GASQ successful candidate register.


How will I receive my exam results and certificates?

  • Provisional exam results will be available immediately after completing the exam. Confirmed exam results will be issued within ten working days from the date of the exam.
  • Certificates for those who have achieved a passing grade will be issued within ten working days from the date of the exam.
  • Results notifications and certificates are emailed directly to candidates by the relevant exam board; please note that hard-copy exam certificates are not issued.  

Do I need proof of identity to take the exams?

Candidates must have a form of photographic ID as the invigilator may request to check it before the exams. 


Can exams be retaken?

Yes, if you are unsuccessful on the first attempt, you can retake the exams for an additional fee.  

You can email us to schedule the retest.

Ways to learn

Learn your way with our flexible delivery methods

We want you to learn, qualify, and progress, and we are committed to providing learning options for all scenarios: deadline-driven, career-orientated, company-wide, or interest-led. 

Instructor-led public courses

Structured learning, with clear direction and guidance from expert practitioners: 

  • Focused learning
  • Delivered by expert practitioners
  • Peer support
  • In-the-moment insights

Learn more

Self-paced online learning

Learn and absorb material in a way that works for you:

  • Study at your own pace
  • Cost-effective
  • Bite-sized learning
  • Fits around you

Learn more

Unique blended learning courses

The most effective learning method for professionals:

  • Work around lifestyle challenges
  • A more manageable program
  • Tailored, mastery-based learning
  • Better learning outcomes

Learn more

In-house and corporate training

Learning as a team and building a culture of awareness:

  • Unique to you
  • Peace of mind
  • Improve teamwork
  • Maximize your budget

Learn more

FAQs

FAQs

What is DORA?

Why is DORA relevant?

When will DORA be enforced?

Are there any prerequisites?

Who should attend this training course?

How long until I receive the course confirmation details?

ITIL Certification Service Lifecycle - Service Transition Online Training (90-Day Online Access)

Use a flexible form of learning to study toward your ITIL Intermediate qualification—order today!

Accredited by APMG and CSME—two of the ITIL Examination Institutes!

Fully aligned with the ITIL 2011 syllabus!

What's Included?

  • 90 days online access to the Certification in ITIL Service Lifecycle Management—Service Transition course
  • Electronic workbook helping you along the way with your studies—available through the online access
  • Online Mentoring—Enables students to connect online with ITIL Expert mentors and/or other students to get answers to the questions that might come up during the course
  • (Exam fee not included) Additionally, you can now pay for your ITIL Intermediate exam online

This course allows you to study for the Certificate in ITIL Service Lifecycle Management—Service Transition exam. This online course is the equivalent to three-day classroom-based course, allowing you to study in your own time and at your own pace.

Using online video lectures, printable courseware, and online mentoring, this course will cover most of the information you need to know to pass the Certificate in ITIL Service Lifecycle Management—Service Transition exam at your first attempt.

This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions, and activities associated with the Service Transition domain of the ITIL Service Lifecycle.

Upon successful completion of this course and examination, students can expect to gain competencies in the following Service Transition areas:

  • Introduction to Service Transition
  • Service Transition principles
  • Management and control of all Service Transition activities
  • Service Transition-related activities around communications, commitment, and organizational change
  • Organizing Service Transition
  • Control and coordination of Service Transition technology-related activities
  • Analysis, justification, and selection of the implementation approaches, challenges, critical success factors, and risks

Credits Earned:

Upon completion of this course, you will have earned 3 ITIL Expert credits and 22 PDU credits.

Prerequisites:

Students must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL V2-V3 Foundation Bridging Course or an ITIL Foundation course. It is highly recommended, although not mandatory, that each student read the corresponding ITIL book associated with the Intermediate certification class they are subscribing to.

Key Features and Benefits:

  • Provides a flexible route for individuals to study for the Certificate in ITIL Service Lifecycle Management—Service Transition—allowing you to study in your own time and at your own pace.
  • Endorsed by two of the ITIL Examination Institutes for study toward the Certificate in ITIL Service Lifecycle Management—Service Transition—demonstrating the quality of the training material.
  • A cost-effective route to gaining the Certificate in ITIL Service Lifecycle Management—Service Transition—saving you on average at least 40% over a classroom-based course.
  • Using online video lectures, printable courseware, and online mentoring, this course provides a comprehensive route to gaining this highly regarded ITIL qualification. Additionally, it allows you to earn ITIL Expert credits to put toward attaining the ITIL Expert accreditation.

Subscribe to this online course today!

ISO/IEC 27011 2016 (ISO 27011 Standard) Information security for telecommunications organisations

Information security management is especially complex for telecommunications organizations.

It must potentially cover network infrastructure, services applications, and other facilities; a range of technologies (e.g. wired, wireless, and broadband); third parties; and a number of operational scales, service areas, and service types.

As well as implementing the controls listed in Annex A of ISO 27001, telecommunications organizations may therefore need to implement extra controls to adequately manage the risks they face.

The international standard ISO/IEC 27011:2016 sets out guidelines supporting the implementation of information security controls in telecommunications organizations.

It sets out general security control objectives based on ISO 27002 as well as controls specific to the telecommunications sector, and provides guidelines on selecting and implementing them.

Adopting ISO 27011 will allow telecommunications organizations to meet the baseline information security management requirements for confidentiality, integrity, and availability, as well as any other relevant security property.


ITIL Certification Service Capability - Op. Spp. & Analysis Online Training (90-Day Online Access)

Use a flexible form of learning to study toward your ITIL Intermediate qualification—order today!

Accredited by APMG and CSME—two of the ITIL Examination Institutes!

Fully aligned with the ITIL 2011 syllabus!

What's Included?

  • 90 days online access to the Certification in ITIL Service Capability—Operational Support & Analysis course
  • Electronic workbook helping you along the way with your studies—available through the online access
  • Online mentoring—enables students to connect online with ITIL Expert mentors and/or other students to get answers to the questions that might come up during the course.
  • (Exam fee not included) Additionally, you can now pay for your ITIL Intermediate exam online.

This course allows you to study for the Certificate in ITIL Service Capability—Operational Support & Analysis exam. This online course is the equivalent to five-day classroom-based course. Allowing you to study in your own time and at your own pace.

Using online video lectures, printable courseware, and online mentoring, this course will cover most of the information you need to know to pass the Certificate in ITIL Service Capability—Operational Support & Analysis exam at your first attempt. The course will be of interest to those who wish to be certified in a deep level understanding of ITIL processes and roles. Attention to the ITIL Service Lifecycle is illustrated as part of the curriculum, however, the primary focus is the process activities, execution, and use throughout the ITIL Service Lifecycle.

Upon successful completion of this course and examination, students can expect to gain competencies in the following Operational Support & Analysis areas:

  • Service management as a practice
  • Service Operation principles
  • The processes pertaining to Operational Support and Analysis across the service lifecycle
  • How all processes in ITIL Operational Support and Analysis interact with other service lifecycle processes
  • How to use and measure the ITIL Operational Support and Analysis processes, activities, and functions to achieve operational excellence
  • The importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Understanding the technology and implementation considerations surrounding ITIL Operational Support and Analysis
  • The challenges, critical success factors, and risks associated with ITIL Operational Support and Analysis
  • Specific emphasis on the Service Operation lifecycle processes and roles
  • Operational activities of processes covered in other lifecycle stages
  • Organizing for Service Operation, which describes functions to be performed within the Service Operation and support such as Service Desk, Technical, IT Operations, and Application Management

Credits Earned:

Upon completion of this course, you will have earned 4 ITIL Expert credits and 38 PDU credits.

Prerequisites:

Students must hold the ITIL Foundation Certificate in IT Service Management, attained through either an ITIL V2-V3 Foundations Bridging course or the ITIL Foundations course. It is highly recommended, although not mandatory, that each student read the corresponding ITIL book associated with the Intermediate certification class they are subscribing to.

Key Features and Benefits:

  • Provides a flexible route for individuals to study for the Certificate in ITIL Service Capability—Operational Support & Analysis—allowing you to study in your own time and at your own pace.
  • Endorsed by two of the ITIL Examination Institutes for study toward the Certificate in ITIL Service Capability—Operational Support & Analysis—demonstrating the quality of the training material.
  • A cost-effective route to gaining the Certificate in ITIL Service Capability—Operational Support & Analysis—saving you on average at least 40% over a classroom-based course.
  • Using online video lectures, printable courseware, and online mentoring, this course provides a comprehensive route to gaining this highly regarded ITIL qualification. Additionally, it allows you to earn ITIL Expert credits to put toward attaining the ITIL Expert accreditation.

Subscribe to this online course today!

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