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Workshop: Continual Service Improvement

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Midland Region event with CSI SIG
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Welcome to the first itSMF Midland event of 2016 covering CSI – our thanks to Diligenta for hosting the meeting.

05/05/2016
When: 5 May 2015
9.30 AM until 4.00 PM
Where: Diligenta Ltd
Lynchwood Business Park
Peterborough, Cambridgeshire  PE2 6FY
United Kingdom
Contact: Events Team
0118 918 6500


Online registration is closed.
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Continual Service Improvement – Plan, Do, Check, Act


This regional meeting will help members develop their understanding of continual service improvement (CSI) practices with help from the CSI Special Interest Group.


Our regular regional meetings provide an opportunity for sharing and learning about best practices and for collaborating with fellow service management practitioners in workshop sessions before finally presenting our findings back to the group.

 

We will adopt a structured approach for the day:

·         Notes from the Field A showcase presentation session including case studies and examples from real customer scenarios on CSI

·         Collaboration Challenge A workshop session where delegates work together in groups to find a solution to a CSI-related challenge

·         Learning at Lunchtime A presentation on a best practice used in Service Management followed by group discussion over lunch

·         Presentation Each team presents back their solutions and suggestions with discussion and Q&A.

 

AGENDA

09:00

09:30

 

REGISTRATION/COFFEE

All

09:30

09:45

 

Chair’s welcome, announcements and venue induction

Dave Backham

09:45

10:30

Notes from the Field

Presentation

Unlocking your CSI potential…..making CSI part of the day job

Ian MacDonald

10:30

10:40

Collaboration Challenge

Briefing

Dave Backham

10:40

 

 

TEA/COFFEE

All

10:40

11:30

Collaboration Challenge

Workshop 1

Should we centralise or individualise CSI?

Phil, Dave, Ian to lead workgroups

11:30

11:45

 

itSMF UK news / updates

itSMF rep

11:45

12:30

Learning at Lunchtime

Presentation

In God We Trust, Everyone Else Bring Data

Phil Green

12:30

13:30

 

LUNCH

All

12:30

14:00

 

Group Discussion

All

14:00

14:30

Collaboration Challenge

Workshop 2

Implementing CSI – What metrics and KPIs can we use?

Phil, Dave, Ian to lead workgroups

14:45

15:15

Presentations

3 x 10 min presentations

from each workgroup with discussion

All

15:15

15:30

Next Steps

Meetings 2016-17 / AOB

Dave Backham

15:30

 

 

CLOSE

All

 

 

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