IT Service Management and IT Auditing
Build job-ready skills in ITIL 4 service management and ISACA-aligned IT auditing, from service desk operations to risk assessment, control testing and audit reporting.
Course Introduction
Learning Outcomes
Understand and apply ITIL 4 principles across the service value chain
Design and document service desk workflows and incident resolution procedures
Develop and manage SLAs, OLAs, and knowledge bases
Understand the role and methodology of IT auditing aligned with ISACA standards
Conduct basic audit reviews, risk assessments, and control evaluations
Draft audit reports and communicate audit findings professionally
Prepare organizations for compliance with IT service quality and governance frameworks
Target Audience
- group ICT graduates aiming for careers in service delivery, support, or IT audit
- group Freelancers or consultants interested in ITSM and audit readiness assessments
- group Early-career professionals seeking to enter IT operations or GRC domains
16 Weeks Duration.
Modular Course Structure
A rigorous roadmap for mastering IT Operations & Governance (GRC). development.
ITSM & ITIL Overview
Service lifecycle, ITIL 4 guiding principles
Service Strategy & Design
Service design principles, SLA, OLA, KPIs
Service Transition & Change Management
CMDB, release management, change control
Service Operation
Incident, problem, request fulfillment processes
Service Desk Setup
Ticketing systems, tiers of support, automation
Continual Service Improvement
Metrics, improvement models, customer feedback
Introduction to IT Auditing
Audit principles, objectives, standards (ISACA, COBIT)
Risk Assessment & Planning
Risk registers, RACI matrix, planning audit engagements
Control Testing & Evidence
General controls, automated controls, test cases
Tools for ITSM & Auditing
Jira Service Management, AuditBoard, Excel templates
Audit Reporting & Communication
Drafting findings, risk ratings, recommendations
Compliance Frameworks
ISO 20000, ISO 27001, GDPR, local policies
Capstone Planning
Audit plan + service improvement scope
Capstone Development I
Fieldwork simulation, report drafting
Capstone Development II
Visuals, evidence matrix, risk registers
Capstone Showcase
Present audit findings + ITSM improvement report
Tools & Platforms
ITSM Tools Jira Service Management, Freshdesk, Spiceworks
Audit & Risk Tools AuditBoard, Excel Risk Templates, Lucidchart
Reporting Tools PowerPoint, Word, Canva, Notion
Collaboration Google Workspace, Microsoft Teams
AI Support ChatGPT, Google Gemini
Design a Service Desk Model and Conduct a Simulated IT Audit. Learners build an ITSM model for a fictional company, then audit a specific objective such as password policy compliance, and present both to a panel.
Mock IT service management model for a fictional company
Incident workflows, ticket hierarchy, SLAs, and KPIs
Defined audit objective (e.g., password policy compliance)
Full audit trail: risk register, testing results, and final report
Panel presentation of ITSM recommendations and audit findings
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