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SLM: Service Excellence Seminar - December 2011

This seminar takes place on 7th December 2011 at the Imperial War Museum, Duxford 

"Service Level Management: Achieving and Maintaining Service Excellence using Service Levels"

This one-day seminar covers:

  • Practical guidance on implementing SLM, Service Catalogues and SLAs
  • What to consider when developing Service Packages

  • Key activities to help you identify current and future customer/user needs

  • SLM for the Cloud requires real-time multi-level monitoring of multiple service providers.
  • Hear from the SLM Special Interest Group - who have authored a highly rated book on Service Level Management

ItSMF UK seminars give delegates an opportunity to learn how other organisations have realised the real benefits from Service Management, based on the sharing of experience and advice. This seminar will cover the areas of SLM and the business, service packages, managing customer expectations and SLM in the cloud

Service Level Management provides the business mandate for IT and breathes life into ITSM/ITIL processes. It is central to any ITSM activity, yet is often avoided or only partially attempted.

Service Packages aren't just about what level of support you provide. All stages of the service lifecycle are impacted. Do you know what you are capable of delivering? Discover how to achieve a culture of service excellence in your organisation through the development and implementation of service packages.

People are an important resource and so customer satisfaction is key to the reputation, effectiveness and longevity of your IT operation. If your IT organisation is to truly satisfy (and retain) its customers you must first know a) what they DO like, and b) where their points of pain are as far as your current IT service delivery and support is concerned.

The adoption of Cloud computing presents interesting challenges for Service Providers. Services are increasingly composed of on-premise and Cloud-based IT infrastructure and applications. This heterogeneity adds to the complexity of monitoring service levels, identifying the challenges of managing service levels in the Cloud and proposing some innovative solutions.  

The programme includes speakers from CGI, Aneako, Barclay Rae Consulting & Jo Johns Education & Consultancy.


Biographies & Presentation Details 


We look forward to seeing you there!

When? Wednesday 7th December 2011, 09.00hrs-16.00hrs (presentations start 10.00hrs)

Where? Imperial War Museum, Duxford- Directions

Cost? £185 +VAT member, £285 +VAT non-member 
 

Book this event? Booking Details

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Help, more information, booking?

T: 0118 918 6500
E: events@itsmf.co.uk