Telco technical

& business courses

available worldwide

Internal Control & Business Processes

internal control
available worldwide
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Who Should Attend?

This course is designed for the staff of Internal Control and Business Process Units. In this training, we assume that the participants are already familiar with the concept of Business Process Management and Process Mapping. This training not only provides the participants with examples of challenges faced by other Telco providers, but also acts as an advisory session.

Course Scope

  1. Business Process Management Framework in Practice (day 1).
    • Comprehensive Business Process Framework - Introduction. [1.5h]
    • Why Should You Improve Your Business Processes? – a case study in Telecom strategic thinking. [1h]A Specific Approach to Defining Business Process Improvement – an interactive session focused on the client’s situation. [1.5h]
    • Challenges in New Process Design – exercise. [1h]
    • Challenges in Process Automation – sample cases from Telco customer management. [1h]
    • Process Improvement and Impact on Organisation Structure; Telco cases and discussion. [1h]
  2. Telco Business Processes Improvement (day 2).
    • Telco Process Framework in Practice - sharing the trainer’s process framework. [1.5h] 
    • eTOM as a Process Framework in Practice; examples. [1.5h]
    • Process-driven or Software-driven? – a modern Telco dilemma. [1h]
    • Process Standardisation vs. Elasticity – where does it work? - examples from billing, sales, marketing, maintenance and procurement; exercises and discussion. [3h]
  3. Processes Management and Internal Controls (day 3).
    • Managing, Administering and Maintaining Processes – a discussion of the client’s situation. [1h]
    • Control framework within Telco; Factors and Issues of Success – overview. [1h]
    • Control Principles and Application – a case study. [1h]
    • How Controls can be Designed in Processes – exercises based on previously discussed processes. [1.5h]
    • The Importance of IT Aspects in Today’s Telco and GCIT Industry in Practice (based on a large Telco example). [2h]
    • Training wrap-up. [0.5h]

Course Objectives

During this course, we will discuss the real-world applications of a Business Process Management Framework and other frameworks like eTom, deal with the specifics of Telco processes, and focus on maintaining the process environment and on internal controls framework – from general risk management and governance to risk-driven controls and the specifics of GCIT (general controls in IT) in Telecom.


Participants should be familiar with the concept of Business Process Management and Process Mapping.

Training Structure

Three-day session divided into logical components.


Instructor-led training. Presentation, exercises, case studies, and guided discussion.

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

Excellent methodology of teaching. Simple and easy to understand training.

Mr. Arben Shabani, PTK Kosovo

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

Highly professional trainer with lots of practical experience. Friendly and open.

Ms. Olga Rudnicka, Tele2 Latvia

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

Many different people from different operators can share their problems and ideas.

Mr. Omar El-Fiky, Vodafone Egypt

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

I am very impressed with the trainer's knowledge and experience.

Mr. Mouin Al Saghir, Vivacell

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Amazing, more than excellent, audience-oriented trainer.

Mr. Evgeniy Dmitriev, Astelit Ukraine

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

Good class notes and great examples.

Mr. Ghaffar Masood, Mobilink Pakistan

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

Good direct connection between course material and real problems.

Mr. Alex Konstantopoulos, Cosmote, GR

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

I received a lot of useful information which I use in my work every day.

Ms. Viktoriya Gusarova, Beeline RU

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

Very clear explanations.

Ms. Tatyana Krasyuk, Life Ukraine

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

I can proudly recommend these courses for others as well.

Mr. Tarvo Jammer, Elisa Estonia

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

Seminar entirely for Telecommunication operators. A lot of issues covered.

Ms. Pinelopi Tragoudara, Vodafone GR

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

Trainer adapted to the expectations of the audience.

Mr. Antoine Blanchet, Monaco Telecom

A clear picture of GSM switching and signalling.

Ms. Anette Chale, mCel Mozambique

I feel like the trainer is the best professor and mentor one can have.

Ms. Ledia Meici, AMC Albania

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

More than excellent course!