Expertise · Training and skills transfer
Training your teams to master their tools for the long term
A new tool or procedure only delivers results if it is understood and applied. We train your teams in ITIL service management, GLPI, IT support, DevOps, the use and governance of artificial intelligence, IT governance, project management, security and Microsoft Office tools, and we design custom training on your own tools, for a handful of users or hundreds of staff across several sites.
Our training courses
Programmes built around your tools, your procedures and your teams’ profiles.
Software and business applications
Getting started with the management tools, business platforms and applications you deploy, by user profile.
Technical IT training
Support and operations, IT service management, GLPI administration, security best practices.
Microsoft Office and Microsoft 365
Word, Excel, PowerPoint, Outlook, Teams, OneDrive and SharePoint: practical, immediately useful skills, from beginner to advanced.
Cybersecurity awareness
Passwords, phishing, personal data, good reflexes: for all staff.
Introduction to industry frameworks
ITIL, PRINCE2, COBIT, DevOps, ISO 27005: understanding the principles and applying them to your business.
Train-the-trainer
Preparing your in-house trainers to deliver, assess and support their colleagues, with training kits provided.
Our flagship courses
Areas in which our trainers are practitioners themselves, certified in the relevant frameworks.
ITIL: IT service management
- Key concepts, guiding principles, service value chain
- Core practices: incidents, requests, problems, changes, service levels
- ITIL 4 and what is new in the latest ITIL version
- Putting it into practice in your service desk
- Certification exam preparation
GLPI
- Requesters: submit and track a request, use the knowledge base
- Technicians: handle, escalate, close, document solutions, manage assets
- Administrators: entities, profiles, rules, notifications, service levels
- Knowledge base and dashboards
- On your own GLPI instance or a practice environment
IT support
- The role of support and service quality
- Greeting, listening, rephrasing, handling difficult situations
- Diagnostic method and first-line resolution
- Prioritisation, escalation, traceability and ticket writing
- Capturing solutions in the knowledge base
DevOps Fundamentals
- DevOps culture and collaboration between development and operations
- Continuous integration and deployment, automation
- Value streams, fast feedback, continuous improvement
- Performance measurement and metrics
- Certification exam preparation
Using artificial intelligence
- Understanding generative AI: capabilities, limits, possible errors
- Writing effective prompts and checking the answers
- Business use cases: writing, summarising, analysis, support, documentation
- Confidentiality and data protection best practices
- Workshops on your real documents and tasks
IT and AI governance
- Information system governance with COBIT 2019
- Roles, decision bodies, indicators and risk control
- AI governance: usage policy, roles and responsibilities
- AI-related risks, ethics, compliance and data protection
- Roadmap for controlled use across the business
Microsoft Office and Microsoft 365
- Word: long documents, styles, templates, mail merge
- Excel: formulas, pivot tables, charts, dashboards
- PowerPoint: clear, professional presentations
- Outlook and Teams: email, calendar, meetings, collaboration
- OneDrive and SharePoint: sharing and organising documents
Project management, security and data
- Project management with PRINCE2: principles, themes, processes
- Information security risk management according to ISO 27005
- Personal data protection and compliance with Law No. 2013-450
- Cybersecurity awareness for all staff
- Writing procedures and technical documentation
Indicative catalogue
Durations and content adjusted to your context, your tools and participants’ level.
| Training | Audience | Duration | Objectives |
|---|---|---|---|
| ITIL 4: fundamentals | IT teams, service managers | 3 days | Master the concepts and practices; prepare for the Foundation exam. |
| New ITIL version: what changes | Professionals trained in ITIL 4 | 1 day | Identify the changes and integrate them into your practices. |
| ITIL for the service desk | Support technicians and managers | 2 days | Implement incident, request, problem and service level management. |
| GLPI: requesters | Company users | 2 hours | Submit, track and use the knowledge base. |
| GLPI: technicians | Support teams | 1 day | Handle tickets end to end, document, manage assets. |
| GLPI: administrators | Support administrators | 2 days | Configure, automate and steer with dashboards. |
| IT support fundamentals | Technicians, new joiners | 2 days | Adopt good habits in diagnosis, communication and traceability. |
| Customer service and communication at the service desk | Service desk agents | 1 day | Handle difficult conversations and maintain user satisfaction. |
| DevOps Fundamentals | Developers, operations staff, project managers | 2 days | Understand DevOps culture and practices; prepare for the exam. |
| Generative AI in everyday work | All staff | 1 day | Use AI assistants effectively, critically and safely at work. |
| AI applied to business functions | Managers, business teams, support | 2 days | Build use cases, advanced prompts and verification methods. |
| AI governance | Executives, CIOs, compliance, legal | 1 day | Define a usage policy, roles, risks and controls. |
| IT governance with COBIT 2019 | CIOs, IT managers, auditors | 2 days | Structure IT governance, objectives and indicators. |
| PRINCE2: fundamentals | Project managers, project teams | 3 days | Run a project with PRINCE2; prepare for the Foundation exam. |
| ISO 27005 risk management | CISOs, IT and business managers | 2 days | Identify, assess and treat information security risks. |
| Personal data protection | Managers, focal points, staff | 1 day | Apply Law No. 2013-450 and best practices day to day. |
| Cybersecurity awareness | All staff | 3 hours | Recognise phishing, protect your accounts and data. |
| Excel: beginner to advanced | All levels | 1 to 2 days | Formulas, pivot tables, charts and dashboards. |
| Word, PowerPoint and Outlook | All levels | 1 day per tool | Produce professional documents and presentations, manage email and calendar. |
| Microsoft Teams and collaboration | Teams, managers | Half a day | Organise meetings, channels and document sharing. |
| Writing procedures and documentation | Managers, technicians, quality staff | 1 day | Write clear, usable procedures and work instructions. |
| Train-the-trainer | In-house trainers, focal points | 2 days | Design, deliver and assess a training session. |
Our courses prepare for the exams; official certifications (ITIL, PRINCE2, COBIT, DevOps Fundamentals…) are issued by the certification bodies according to their own procedures.
Training engineering
Beyond the sessions themselves, we build your training system and make it repeatable.
Needs analysis
Profiles, expected skills, starting levels, organisational and scheduling constraints.
Learning paths by profile
Learning objectives, durations, module sequence and validation criteria.
Training plans and schedules
Session calendar, groups, rooms, trainers and logistics, including across multiple sites.
Training materials
User manuals, step-by-step guides, quick reference sheets, case studies, exercises and quizzes.
Learning assessment
Immediate and follow-up evaluations, validation tests, progress and satisfaction indicators.
Industrialisation
Templates, training kits and procedures to onboard new joiners without starting from scratch.
Formats that suit your business
- In personAt your premises or in a training room, in small groups, on a test environment close to real life.
- RemoteVirtual classrooms and online workshops for distributed teams.
- Large-scale roll-outsCoordinated training waves when a tool goes live across many sites.
- On-the-job supportStart-up assistance and refresher sessions after go-live.
Our approach
- 1
Analyse
Gathering needs, profiles and procedures; setting objectives.
- 2
Design
Learning paths, detailed programmes, materials and practice environment.
- 3
Deliver
Demonstration, guided practice, real cases: every participant uses the tool.
- 4
Assess and support
Skills validation, end-of-training report, follow-up after go-live.
What you receive
Deliverables that make internal follow-up and funding applications easier.
Detailed programme
Objectives, content, durations, prerequisites and assessment methods.
Materials handed to participants
Manuals, guides and quick reference sheets reusable after the training.
Administrative follow-up
Attendance sheets, evaluations, training certificates and summary report.
Let’s talk about your needs
Tell us about your situation: we get back to you within 2 business days with a proposed approach and estimate.
- contact@ooxaax.com
- Phone
- +225 05 00 43 00 00
- Message us on WhatsApp
- Address
- Abidjan, Côte d’Ivoire