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Seminar: Raising Service Desk Standards - 15th September 2011 - Hilton Liverpool

Joint Seminar: Raising Service Desk Standards (with SDI) - 15th September 2011, Hilton Liverpool

Price:

Early Bird* - £125 + VAT for SDI/itSMF UK members, £225 + VAT for non-members (*Book by 1 August 2011)

From 1 August: £185 + VAT for SDI/itSMF UK members, £285 + VAT for non-members

Booking Link: Seminar: Raising Service Desk Standards

 

Synopsis 

As the initial point of contact between IT and the user, the service desk acts as a gateway to the whole service management operation and to the processes and frameworks underpinning the support of IT within the organisation. However simple or complex your service desk structure may be, the speed, efficiency and insight with which its staff respond to incidents and problems affects the agility of the entire organisation and the way that business managers view IT.

Of course, there is always scope for service improvement, particularly by focusing on areas such as:

  • the application of standards and best practices
  • the management and motivation of the individuals involved in IT support
  • feedback on service levels and the assessment of maturity levels
  • understanding the specific needs of the business.

This special seminar, jointly organised by the IT Service Management Forum (itSMF UK) and the Service Desk Institute (SDI) and sponsored by the leading players in the ITSM world, brings together a team of expert speakers to address the most effective ways of raising service desk standards.

Concentrating on the key enablers of service management success, this seminar helps you to progress beyond the traditional constraints of incident and problem management to build a service environment that positively reflects the requirements of your organisation.

Presentations at this seminar include:

 

Taking service management to the next level

Chris Knight, Lamri

Many organisations address the basic service management challenges when they undertake their ITIL journey, and then they stop. This presentation explores how to take ITIL and the service desk to the next level by applying CMMI for Services. This model challenges you to think, in organisational terms, about business improvement that is supported directly by ITIL.

Chris Knight is a managing consultant with Lamri, where he provides leadership and expert technical assistant to clients driving business improvement projects using CMMI, ITIL, ISO/IEC 20,000 or ISO 9001. Chris has worked with clients in many sectors including system integration, pharmaceuticals, defence and telecommunications.

Keeping the team motivated

Vinay Parmar, Independent Consultant

How is that some leaders are able to squeeze out every ounce of performance from their people while others struggle to get a single drop? How is that some managers can take the most unlikely group of performers and work wonders, while others can't get the most talented to shake a leaf? This presentation reveals the secrets getting the very best out of your service desk people and keeping them motivated.

Vinay Parmar is an authority on change and people performance. He has over fifteen years experience in managing teams and inspiring individuals into peak performance. He has worked with a number of blue chip organisations such as Egg, Audi, O2, RBS and Prudential. Currently running his own company he is focused on helping leaders and executives to bounce back from change and rediscover their best form through executive coaching, mentoring and public speaking.

 

The route map to lasting cultural change

Michelle Major-Goldsmith, Sysop

Organisations struggle to implement 'good' practice; many see it as just a training issue. How do we establish the 'route map' to lasting cultural change? This presentation sets out the stages that are required to implement good practice, whether that is a new service desk or an ITIL process, starting with the initial planning phase and going on to the development of the implementation plan, training, awareness and re-engineering of processes, through to the consolidation of change and assessment of maturity and success.

itSMF Trainer of the Year 2010, Michelle Major Goldsmith has over twenty years' experience in service management in a number of blue chip organisations. Currently Head of Service Management at Sysop, Michelle has enjoyed an extensive career in IT, more latterly focused on mentoring, consultancy and training.

Going for gold!

John Salt, Hill Dickinson

Imagine rating each of your IT services between bronze to platinum. A platinum service is well managed, highly available, disaster proof, secure and well used. But most of us have bronze services. (or worse… tin?). Find out how to semi-cheat your way to gold, on the service desk and beyond.

John Salt is Head of IT Service Management at Hill Dickinson. Salt has won a number of awards for transforming underperforming IT functions to achieve success, and led an IT department to achieve certification in ISO/IEC 20,000, the internationally recognised standard for service management, in under six months.

Sponsor exhibition

There is an exhibition running alongside this seminar, where you will have the opportunity to discuss service desk and ITSM issues with our sponsors TechExcel, Numara, Cherwell, FrontRange, HP, Marval, LANdesk, and Global Knowledge.