Project Management Essentials (PMP)

This course introduces learners to the fundamental principles of quality and information security management, with a focus on ISO 9001:2015 (Quality Management Systems - QMS) and ISO/IEC 27001:2022 (Information Security Management Systems - ISMS). Participants will explore the importance of quality, information integrity, and security in IT service management. Learning Objectives:By the end of this course, participants will be able to: Understand ISO standards and their role in promoting quality and consistency. Describe the key components and benefits of ISO 9001:2015 QMS. Identify and apply quality management principles. Recognize the role of risk management, audits, and customer satisfaction in QMS. Explain the concept and value of information as an asset. Understand ISO 27001:2022 and its application in protecting data confidentiality, integrity, and availability. Apply information security principles to safeguard organizational assets. Recognize their roles and responsibilities in ensuring quality and information security. Key Topics: What is Quality? (ISO Definition) ISO 9001:2015 – QMS: Structure, Benefits, and Clauses Quality Policies and Objectives The 5 M's of Resource Management Risk Management and Customer Feedback Mechanisms ISO 27001:2022 – ISMS Overview Information as an Asset: Characteristics and Protection CIA Triad: Confidentiality, Integrity, and Availability Elements and Principles of Information Security Common Threats and Preventive Measures Roles of Employees in Upholding QMS & ISMS Standards Target Audience:IT professionals, quality assurance staff, information security personnel, and all employees in roles related to service delivery, compliance, and risk management. Assessment:Multiple choice quizzes, scenario-based questions, and a final exam to assess knowledge retention. Certification:A certificate of completion will be awarded to participants who pass the final assessment.

In today’s rapidly evolving professional landscape, adaptability is no longer just a “nice-to-have” — it’s an essential skill for success. This course explores what adaptability means in the modern workplace and why it’s a critical core competency for both individuals and organizations. Learners will understand how to adjust effectively to new systems, technologies, responsibilities, and work environments. The course covers practical strategies for staying flexible during change, such as participating in training, providing feedback, using support resources, and maintaining effective communication during disruptions. Participants will also discover how to build adaptability as a mindset: staying open-minded, embracing continuous learning, building resilience, and enhancing problem-solving skills. Through real-world examples and actionable tips, this module equips learners to embrace change, tackle challenges confidently, and contribute to a culture of innovation and resilience within their teams. By the end of the course, learners will be able to:✅ Explain the importance of adaptability in today’s workplace.✅ Apply practical steps to adjust to new tools, systems, or work processes.✅ Demonstrate flexible thinking, open-mindedness, and proactive learning habits.✅ Support team resilience and help drive positive change in uncertain environments. Ideal For: Employees at all levels who want to strengthen their ability to thrive in fast-changing work environments, as well as managers aiming to build adaptable, high-performing teams.

This course equips customer support representatives with practical strategies to stay organized, work efficiently, and manage workloads effectively. Participants will learn how to maximize productivity, reduce stress, and improve customer satisfaction through proven time management techniques and tools. Learning Objectives By the end of this course, learners will be able to: Understand the importance and impact of time management in customer support. Apply techniques like the Pomodoro Technique, Time Blocking, and the Eisenhower Matrix. Utilize digital tools (Trello, Asana, Notion, Google Calendar, Microsoft Teams) for efficient task tracking. Prioritize tasks based on urgency and SLA compliance. Use escalation protocols to manage critical issues effectively. Adopt practical tips and best practices for daily time optimization. Course Modules Why Time Management Matters Importance in customer satisfaction and agent well-being. Defining Time Management Key concepts, benefits, and definitions. Time Management Techniques Pomodoro Technique, Time Blocking, Eisenhower Matrix. Tools and Apps Overview of Trello, Asana, Notion, Google Calendar, Teams. Prioritization Strategies Task urgency, SLA awareness, and impact-based triage. Avoiding Delays & Effective Escalation Managing Time to Resolution (TTR) and when to escalate. Practical Tips for Daily Use Batching tasks, using templates, first-call resolution focus. Best Practices and Metrics Productivity tracking using key performance indicators (AHT, FCR, SLA compliance). Course Summary Review of key strategies and emphasis on continuous improvement. Assessment Quizzes, scenario-based exercises, and a final reflection on time management improvements. Target Audience Customer support agents and service professionals seeking better efficiency, structure, and job satisfaction. Duration Approx. 60–90 minutes (self-paced)

This course equips IT and data center professionals with essential skills to work effectively within and across teams. It explores the principles of teamwork and collaboration, highlighting how critical cross-functional coordination is for 24/7 operations and project success. Learners will understand the difference between teamwork (within a team) and collaboration (across teams), and how breaking down silos builds trust, speeds problem-solving, and ensures smoother, more resilient operations. The course emphasizes practical habits for effective communication, including active listening, clear escalation paths, detailed documentation, and shared tools. Learners will gain strategies for working seamlessly with second-line support and infrastructure teams, fostering mutual respect and knowledge sharing. Soft skills such as adaptability, empathy, and conflict resolution are addressed as key enablers of strong team dynamics. By the end of the course, participants will be prepared to implement processes and behaviors that drive operational excellence, boost service quality, and deliver shared success in complex technical environments. Learning Objectives: By the end of this course, learners will be able to:✅ Explain the importance of teamwork and collaboration in IT and data center operations.✅ Apply effective communication techniques to strengthen collaboration.✅ Use shared tools and documentation to align cross-functional teams.✅ Establish clear escalation and handoff procedures.✅ Demonstrate soft skills that build trust and accountability.✅ Take practical actions to improve collaboration culture in their teams.