ITIL Capability: Service Offerings Capability: Service Offerings Agreements ... Testing and Certification Hold the ITIL Foundation V3 ... within RCV managed release, control and validation ...

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ITIL Capability: Service Offerings & AgreementsOverview:The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.The focus of the course is to gain practical experience planning and executing processes within ITIL service offerings and agreements; theoperational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment.This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL bestpractices and position you to successfully complete the associated exam.The main process focus areas of this course include: Business relationship management, Service portfolio management,Financialmanagement for IT services,Demand management,Service catalogue management,Service level management,Supplier management.Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided.The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.Target Audience:IT operations, technical, or IT management personnel requiring more information about ITIL best practices and anyone responsible formanaging, implementing, or consulting on ITIL processes within IT or in conjunction with IT.Objectives:Importance of service management as a practice concept Use the ITIL service offerings and agreement processes, activities,and functions to achieve operational excellence Service lifecycle principals, purpose, and objective Measure ITIL service offerings and agreements Importance of ITIL service offerings and agreements whileproviding service Importance of IT security and its contributions to ITIL serviceofferings and agreements How all processes in ITIL service offerings and agreementinteract with other service lifecycle processes Technology and implementation considerations surrounding ITILservice offerings and agreements The activities, methods, and functions used in each of the ITILservice offerings and agreement processes Challenges, key performance indicators (KPIs), critical successfactors (CSFs), and risks associated with ITIL service offerings andagreementsPrerequisites: Testing and CertificationITIL Foundation V3 Certificate To prepare for the end-of-class exam, we recommend that youTwo to four years of relevant work experience review the ITIL 2011 publications Service Strategy (2011 Edition,ISBN 9780113313044) and Service Design (2011 Edition, ISBN9780113313051) and complete at least 12 hours of personal study.Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the examassociated with this course.On successful completion of the course and passing of thesubsequent exam 3 number of credits will be awarded by theexamining instituteSOA www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191 Course Code: SOAFollow-on-Courses:ITIL Complementary Courses - Analyst Series, Service Catalogue ITIL v3 Lifecycle Courses ITIL v3 Capability Courses ITIL v3 Managing Across the LifecycleContent:Service Offerings and Agreements: Demand Management: Supplier Management:line line lineHow Service Offerings and Agreements Importance of Demand Management to Purpose, Objectives, and Scope Practices Support the Service Lifecycle# Managing Services throughout their Business Value Purpose, Objectives, Scope, and Value of Lifecycle Policies, Principles, and Basic Concepts Strategy Management for IT Services and Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Processthe Design Coordination Process Business Value Interfaces Successful Services Depend on the Policies, Principles, and Basic Concepts Information Management within theCustomer's Perception of Utility and Triggers, Inputs, Outputs, and Process Supplier Management Process Warranty Interfaces CSFs and KPIs Relevance of Business Cases and Information Management within the Challenges and Risks Return-on-Investment to Service Offerings Demand Management Process Key Roles and Responsibilities and Agreements Practices CSFs and KPIs Challenges and Risks Technology and ImplementationBusiness Relationship Management: Key Roles and Responsibilities Considerations:line linePurpose, Objectives, and Scope Service Catalog Management: Generic Requirements for ServiceBusiness Value line Management Technologies Policies, Principles, and Basic Concepts Importance of the Service Catalog to the Evaluation Criteria for Technology andTriggers, Inputs, Outputs, and Process Service Lifecycle Tooling for Process Implementation Interfaces Purpose, Objectives, and Scope Good Procedures for Practice and ProcessInformation Management within the Business Value Implementation Business Relationship Management Policies, Principles, and Basic Concepts Challenges, CSFs, and Risks Related toProcess Triggers, Inputs, Outputs, and Process Implementing Practices and Processes CSFs and KPIs Interfaces How to Plan and Implement ServiceChallenges and Risks Information Management within the Management TechnologiesKey Roles and Responsibilities Service Catalog Management Process CSFs and KPIs Service Portfolio Management: Challenges and Risks line Production of a Service Catalog Service Portfolio Key Roles and Responsibilities of ServicePurpose, Objectives, and Scope Catalog Management Business Value Policies, Principles, and Basic Concepts Service Level Management:Triggers, Inputs, Outputs, and Process lineInterfaces Importance of Service LevelInformation Management within the Service Management to the Service Lifecycle Portfolio Management Process Purpose, Objectives, and Scope CSFs and KPIs Business Value Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and Responsibilities Triggers, Inputs, Outputs, and ProcessFinancial Management for IT Services: Interfaces Purpose, Objectives, and Scope Information Management within theBusiness Value Service Level Management Process Policies, Principles, and Basic Concepts CSFs and KPIs Triggers, Inputs, Outputs, and Process Challenges and Risks Interfaces Contents of Service and OperationalInformation Management within the Level Agreements (SLAs and OLAs) Financial Management for IT Services Key Roles and Responsibilities Process CSFs and KPIs Challenges and Risks Key Roles and Responsibilities SOA www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191Further Information:UGANDA - training.uganda@clclearningafrica.comRWANDA - training.rwanda@clclearningafrica.comBURUNDI - training.burundi@clclearningafrica.comETHOPIA - training.ethopia@clclearningafrica.comTANZANIA - training.tanzania@clclearningafrica.comKENYA - training.kenya@clclearningafrica.comFor More information, or to book your course, please Call/Email us on : - +254 713 027 191 SOA www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191http://www.globalknowledge.co.ukITIL Capability: Release, Control & ValidationOverview:The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of thistraining module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices inservice management as documented in the ITIL Service Lifecycle core publications.Target Audience:This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and deliveryof business IT services and those interfacing with information systems who require an insight into Service Management best practice. This mayinclude: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate inthe Release, Control and Validation processes and of how it may be used to enhance the quality of IT service support within an organization, ITprofessionals that are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereaftercontribute to, an ongoing service improvement programme, Operational staff involved in change management, release and deploymentmanagement, service validation and testing, service asset and configuration management, request fulfilment, change evaluation andknowledge management, and who wish to enhance their role-based capabilities, Individuals who have attained the ITIL Foundation Certificatein IT Service Management and wish to advance to higher level ITIL certifications, Individuals seeking the ITIL Expert Certificate in IT ServiceManagement for which this qualification can be one of the prerequisite modules, Individuals seeking progress toward the ITIL Master Certificatein IT Service Management for which the ITIL Expert is a prerequisite.Objectives:Change management Request fulfilment Service asset and configuration management Change evaluation Service validation and testing Knowledge managementRelease and deployment management Prerequisites: Testing and CertificationHold the ITIL Foundation V3 Certificate The examination is a 90 minute paper with eight (8) multiple choice,scenario-based, gradient-scored questions taken at the end of thecourse. The pass mark is 28/40. The exam to be chargedseparately.Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the examassociated with this course.On successful completion of the course and passing of thesubsequent exam x number of credits will be awarded by theexamining instituteFollow-on-Courses:The following courses are recommended for further study:ITIL Complementary Courses - Analyst Series ITIL v3 Lifecycle Courses ITIL v3 Capability CoursesRCV www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191 Course Code: RCVContent:Introduction to release, control and validation Release and deployment management Knowledge management (KM):(RCV): (RDM): lineline line The knowledge, interpretation and analysisThe knowledge, interpretation and analysis The knowledge, interpretation and of knowledge management principles,of change management principles, analysis of service validation and testing techniques and relationships and theirtechniques and relationships and their principles, techniques and relationships application for the effective managementapplication for the effective management of and the application of them for the of release, control and validation release, control and validation. effective management of release, control The end-to-end process flow forThe purpose, objectives and scope of and validation knowledge management, including itsservice transition lifecycle phase The end-to-end process flow for release policies, concepts, activities and interfacesThe RCV processes in relation to service and deployment management, including with other processes (for example CSItransition its policies, concepts, phases, activities processes) Activities related to overall transition and interfaces with other processes Related concepts (for example,planning and ongoing support Release and deployment models and data-information-knowledge-wisdomrelated activities (for example, design, (DIKW)) and how these activities help toChange management: planning, build, pilots, test, transfer, ensure knowledge transfer and improvedline deployment, retirement). and how these decision-making The knowledge, interpretation and analysis activities ensure service quality The benefits and business value that canof change management principles, A measurement model and the metrics be gained from knowledge managementtechniques and relationships and their that would be used to support release and the challenges and risks to beapplication for the effective management of and deployment management within RCV managed release, control and validation practices Release, control and validation roles andThe end-to-end process flow for change The benefits and business value that can responsibilities:management, including its policies, design be gained from release and deployment The knowledge, interpretation and analysisstrategy, concepts, activities, and interfaces management of RCV roles and their application for thewith other processes effective management of release, controlA measurement model and the metrics that Request fulfilment: and validation would be used to support change line Generic roles that support servicemanagement within RCV practices The knowledge, interpretation and transition and the RCV processes The benefits and business value that can be analysis of request fulfilment principles, The roles and responsibilities related togained from change management and the techniques and relationships and their transition planning and support, changechallenges and risks to be managed application for the effective management management, service asset andService asset and configuration of release, control and validation configuration management, servicemanagement (SACM): The end-to-end process flow for request validation and testing, release andThe knowledge, interpretation and analysis fulfilment, including its policies, concepts, deployment management, requestof service asset and configuration activities, and interfaces with other fulfilment, chmanagement principles, techniques and processes (for example, RDM, SACMrelationships and their application for the and change management) Technology and Implementationeffective management of release, control Request fulfilment models and related Considerations:and validation activities (for example, effectiveness of lineThe end-to-end process flow for service designs, changes, performance) and how The knowledge, interpretation and analysisasset and configuration management, these activities help to ensure quality of technology and implementationincluding its policies, design strategy, service within RCV considerations and their application for theconcepts, activities and interfaces with other A measurement model and the metrics effective management of release, controlprocesses that would be used to support request and validation A measurement model and the metrics that fulfilment within RCV practices The technology requirements for servicewould be used to support service asset and The benefits and business value that can management tools, where and how theseconfiguration management within RCV be gained from request fulfilment and the would be used within RCV (for example,practices challenges and risks to be managed knowledge management and service assetThe benefits and business value that can be and configuration management) gained from service asset and configuration Change evaluation: The need and benefits of tools that supportmanagement and the challenges and risks line service transition as related to RCV to be managed The knowledge, interpretation and Implementing RCV processes in theanalysis of change evaluation principles, context of planning and managing change,Service validation and testing (SVT): techniques and relationships and their service operation, project management,line application for the effective management risk management, and staffThe knowledge, interpretation and analysis of release, control and validation considerations.of service validation and testing principles, The end-to-end process flow for changetechniques and relationships and their evaluation, including its policies,application for the effective management of concepts, activities, interfaces with otherrelease, control and validation processes The end-to-end process flow for the SVT Perspectives and considerations forprocess, including its policies, concepts, evaluating the effectiveness of a serviceactivities and interfaces with other change RCV www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191processes A measurement model and the metricsTest modelling techniques and testing that would be used to support changeconcepts (for example, stakeholder evaluation within RCV practices requirements, test conditions, environments, The benefits and business value that candata) and how these test components are be gained from change evaluation andused to ensure service quality the challenges and risks to be managed A measurement model and the metrics thatwould be used to support service validationand testing within RCV practices The benefits and business value that can begained from SVT and the challenges andrisks to be managed Further Information:UGANDA - training.uganda@clclearningafrica.comRWANDA - training.rwanda@clclearningafrica.comBURUNDI - training.burundi@clclearningafrica.comETHOPIA - training.ethopia@clclearningafrica.comTANZANIA - training.tanzania@clclearningafrica.comKENYA - training.kenya@clclearningafrica.comFor More information, or to book your course, please Call/Email us on : - +254 713 027 191 RCV www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191http://www.globalknowledge.co.ukITIL Capability: Planning, Protection & OptimisationOverview:The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of thistraining module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices inservice management as documented in the ITIL Service Lifecycle core publications.The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part ofthe ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. Thepurpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industrypractices in service management as documented in the ITIL Service Lifecycle core publications.Target Audience:This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and deliveryof business IT services and those interfacing with information systems who require an insight into Service Management best practice. This mayinclude: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of how the ITILCertificate in the Planning,Protection and Optimization processes may be used to enhance the quality of IT service support within anorganization; IT professionals who are working within an organisation that has adopted and adapted ITIL, and who need to be informed about,and thereafter contribute to, an ongoing service improvement programme; Operational staff involved in capacity management, availabilitymanagement, ITSCM, information security management, and demand management, and who wish to enhance their role-based capabilities;Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications;Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules;Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.Objectives:Capacity management Information security management Availability management Demand managementIT service continuity management (ITSCM) Prerequisites: Testing and CertificationDelegates are required to meet the following mandatory The examination is a 90 minute paper with eight (8) multiple choice,prerequisites: scenario-based, gradient-scored questions taken at the end of thecourse. The pass mark is 28/40. The exam to be chargedHold the ITIL Foundation V3 Certificate separately.To be eligible for the examination leading to the ITIL Planning, Please note you must bring a copy of your ITIL Foundation examProtection and Optimisation Certificate, the candidate must fulfil certificate, this is required in order for you to take the examthe following requirements: associated with this course.Undertake at least 30 contact hours (hours of instruction, On successful completion of the course and passing of theexcluding breaks, with an Accredited Training Organisation (ATO) subsequent exam 3 number of credits will be awarded by theor an accredited e-learning solution) for this syllabus, as part of a examining instituteformal, approved training course/scheme 2 to 4 years professional experience working in IT servicemanagement is highly desirable Hold the ITIL Foundation Certificate in IT Service Management (orother appropriate earlier ITIL and bridge qualifications. It is also recommended that candidates should complete aminimum of 12 hours of personal study, reviewing the syllabusand the pertinent areas within the ITIL Service Design core guide,specifically Chapter 2: Service management as a practice.PPO www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191 Course Code: PPOPPO www.globalknowledge.co.uk info@globalknowledge.co.uk 01189 123456Content:Introduction to planning, protection and IT service continuity management (ITSCM): Technology and implementationoptimization: line considerations:line The knowledge, interpretation and lineFull understanding of PPO terms and core analysis of ITSC management principles, The knowledge, interpretation and analysisconcepts. techniques and relationships and their of technology and implementationThe value to the business of PPO activities correct application to enable effective principles, techniques and relationshipsThe lifecycle within the PPO context services planning, protection and and their correct application to enableThe purpose and objective of service design optimization. effective services planning, protection andas it relates to PPO The end-to-end process flow for ITSCM, optimization. The basic service design principles including its design strategy, Service management tools, where andcomponents, activities, roles and how they can be used within PPO forLearning Unit PPO02: Capacity management: operation, organizational structure and its process implementation line interfaces with other processes The types of tools that support serviceThe knowledge, interpretation and analysis The four stages of ITSCM (i.e. initiation, design as related to PPO. of capacity management principles, requirements and strategy, What best practices should be used intechniques and relationships and their implementation and on-going operation) order to alleviate challenges and riskscorrect application to enable effective and how each can be used to support when implementing service managementservices planning, protection and PPO technologies and designing technologyoptimization. A measurement model and the metrics architectures.The end-to-end process flow for capacity used to support ITSCM within PPOmanagement, including its design strategy, practices components, activities, roles and operation, The benefits and business value that canorganizational structure and its interfaces be gained from ITSCM with other processes A measurement model and the metrics that Information security management:would be used to support capacity linemanagement within PPO practices The knowledge, interpretation andThe benefits and business value that can be analysis of information securitygained from capacity management management principles, techniques andrelationships and their correct applicationAvailability management: to enable effective services planning,line Oprotection and optimization. The knowledge, interpretation and analysis The end-to-end process flow for securityof availability management principles, management, including its designtechniques and relationships and their strategy, components, activities, rolescorrect application to enable effective and operation, its organizational structureservices planning, protection and and its interfaces with other processes optimization. A measurement model and the metricsThe end-to-end process flow for availability that would be used to support securitymanagement, including its design strategy, management within PPO practices components, activities, roles and operation, The benefits and business value that canorganizational structure and its interfaces be gained from security management with otherprocesses Demand management:The benefits and business value that can be linegained from availability management The knowledge, interpretation andA measurement model and the metrics that analysis of demand managementwould be used to support availability principles, techniques and relationshipsmanagement within PPO practices and their correct application to enableeffective services planning, protectionand optimization. The end-to-end process flow for demandmanagement, including its designstrategy, components, activities, rolesand operation, organizational structureand its interfaces with other processes Activity-based demand management as itrelates to business and user activitypatterns and how these contribute to coreand service packages The benefits and business value that canbe gained from demand management insupport of PPO Planning, protection and optimizationroles and responsibilities:The knowledge, interpretation andanalysis of organizational roles,principles, techniques and relationshipsand their correct application to enableeffective services planning, protectionand optimization. The roles and responsibilities related tocapacity, availability, ITSCM andinformation security management, howthey fit and are used within the servicedesign organization to support PPO. Further Information:UGANDA - training.uganda@clclearningafrica.comRWANDA - training.rwanda@clclearningafrica.comBURUNDI - training.burundi@clclearningafrica.comETHOPIA - training.ethopia@clclearningafrica.comTANZANIA - training.tanzania@clclearningafrica.comKENYA - training.kenya@clclearningafrica.comFor More information, or to book your course, please Call/Email us on : - +254 713 027 191 PPO www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191http://www.globalknowledge.co.ukITIL Capability: Operational Support & AnalysisOverview:The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of thistraining module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices inservice management as documented in the ITIL Service Lifecycle core publications.The ITIL Intermediate Qualification: The Operational support and analysis (OSA) Certificate is a freestanding qualification, but is also part ofthe ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. Thepurpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industrypractices in service management as documented in the ITIL Service Lifecycle core publications.Target Audience:The target group of the ITIL Intermediate Qualification: Operational Support and Analysis Certificate includes, but is not restricted to: ITprofessionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate in theOperational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization; ITprofessionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereaftercontribute to, an ongoing service improvement programme; Operational staff involved in event management process, incident managementprocess,request fulfilment process, problem management process, access management process,service desk, technical management, IToperations management and application management and who wish to enhance their role-based capabilities; Individuals who have attained theITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications; Individuals seeking the ITIL ExpertCertificate in IT Service Management for which this qualification can be one of the prerequisite modules; Individuals seeking progress towardthe ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.Objectives:This qualification provides a complete management-level Be prepared for the ITIL Operational support and analysisoverview of Continual service improvement including all its examinationrelated activities.Prerequisites: Testing and CertificationHold the ITIL Foundation V3 Certificate The Operational support and analysis certificate in IT ServiceManagement. The examination is a 90 minute paper with eight (8)multiple choice, scenario-based, gradient-scored questions normallytaken at the end of the course. The pass mark is 28/40. The examto be charged separately.Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the examassociated with this course.Follow-on-Courses:The following courses are recommended for further study:ITIL Complementary Courses - Analyst Series, Service CatalogueITIL v3 Lifecycle CoursesITIL v3 Capability CoursesIOSA www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191 Course Code: IOSAContent:Introduction to operational support and Request fulfilment: The service desk:analysis: line lineline The request fulfilment process inclusive The complete end-to-end process flow forThe value to the business of OSA activities of its design strategy, components, the service desk function inclusive ofThe lifecycle within the OSA context activities, roles and operation including its design strategy, components, activitiesThe scope of OSA processes and functions organizational structure, as well as any and operation, as well as any interfacesOptimizing service operation performance. interfaces with other processes with other processes or lifecycle phasesThe measurement model and the metrics The service desk validation componentsEvent management: that would be used to support incident and activities (e.g. service desk role,line management within OSA practices organizational structures, challenges,The event management process inclusive of The benefits and business value that can issues safeguards, etc.) and how theseits design strategy, components, activities, be gained from request fulfilment as test components are used to ensureroles and operation including its related to OSA service quality within OSAorganizational structure, as well as any A measurement model and the metricsinterfaces with other processes Problem management: that would be used to support the serviceEfficient event management and provision of line desk function within OSA practices.examples showing how it is used to ensure The end-to-end process flow for problemservice quality within OSA management inclusive of design strategy, Functions:The benefits and business value that can be components, activities, roles and linegained from event management operation including its organizational The end-to-end process flow for OSAstructure, as well as any interfaces with functions (i.e. technical management, ITIncident management: other processes operations management, and applicationsline A measurement model and the metrics management) inclusive of design strategy,The incident management process inclusive that would be used to support problem objectives, components, activities, rolesof its design strategy, components, management within OSA practices and operation including itactivities, roles and operation including its The benefits and business value that can The benefits and business value that canorganizational structure, as well as any be gained from problem management be gained from functions as related tointerfaces with other processes OSA.The measurement model and the metrics Access management:that would be used to support incident line Technology and implementationmanagement within OSA practices The end-to-end process flow for access considerations:The benefits and business value that can be management process inclusive of design linegained from incident management strategy, components, activities, roles Technology requirements for serviceand operation including its organizational management tools and where/how theystructure, as well as any interfaces with would be used within OSA for processother processes implementationA measurement model and the metrics What best practices should be used inthat would be used to support access order to alleviate challenges and risksmanagement within OSA practices when implementing service managementThe benefits and business value that can technologies.be gained from access management asrelated to OSA.Further Information:UGANDA - training.uganda@clclearningafrica.comRWANDA - training.rwanda@clclearningafrica.comBURUNDI - training.burundi@clclearningafrica.comETHOPIA - training.ethopia@clclearningafrica.comTANZANIA - training.tanzania@clclearningafrica.comKENYA - training.kenya@clclearningafrica.comFor More information, or to book your course, please Call/Email us on : - +254 713 027 191 IOSA www.clclearningafrica.com training@clclearningafrica.com +254 713 027 191http://www.globalknowledge.co.uk

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