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Event Details

Event Title
Seminar - "Achieving and Maintaining Service Excellence using Service Levels"
Event Type
Seminar
Event Description
Topic: Service Level Management: Achieving and Maintaining Service Excellence using Service Levels

Members: £185 +VAT / Non-Members: £285 +VAT

Managing the achievement of service levels, whether formal or informal, is critical to ensuring that we meet the agreed needs of the business and our customers.

SLM is often perceived as a stick to beat ICT with. In fact, for organisations who implement good SLM, it does quite the opposite, underpinning many other service management processes. Good SLM allows for better informed business decisions, improved management of resources and staff workloads, and improved levels of service. It can also be used to support requests for changes in resources, demonstrate the valuable contribution of ICT and IT Service Management, and change business behaviours.

“This seminar is targeted at Service level managers and Service desk mangers who want to improve their approach and understanding of service level management in order to deliver more successful outcomes”

Key learning outcomes of this seminar include:

• Understand what SLM is and what it does
• Learn how to make SLM deliver value
• Learn how to design, implement, and manage service levels
• Learn the key interfaces to other processes
• Learn why incidents should have different measures and targets to problems, changes and releases
• Learn how service levels can be used to drive a change in organisation and customer behaviour
• Learn the approaches to proactive service level monitoring to prevent breaches
• Learn what are the alternatives to ‘stopping the clock’ to prevent Service levels breaching
• Using KPIs to support service levels
• Discover the skill profile of an effective Service level manager
• Learn the importance of base-lining what you can deliver with the resources you have available before signing up to an agreement
Date From
07/12/2011
Date To
07/12/2011
Start Time
09:00 AM
End Time
04:00 PM
Venue
Imperial War Museum Duxford
Address 1
Duxford Airfield
Town
CAMBRIDGE
County
Cambridgeshire
Post Code
CB22 4QR


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