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Event Details

Event Title
Seminar: "Service Desk & SLM"
Event Type
Seminar
Event Description
Topic: Service Desk & SLM

Members: £199 +vat / Non-Members: £325 +vat

The Service Desk is at the frontline to increase service quality, reduce cost and pressed to do more with less. Many are still searching for tools to help move them from their traditional fire fighting roles in-order to free up resources to more spend time on better managing customer expectations and improving service.

Yes we know the ICT infrastructure is more complex and yes the range of technologies and services to support continue to expand. But what are the best approaches to meeting this challenge?

“This seminar is targeted at service desk, service level and service catalogue managers who want to ensure agreed customer expectations and promises are met”


Key learning outcomes of this seminar include:

• Learn the processes that underpin a good service desk
• Learn what are the key interfaces between the service desk, service level management and service catalogue
• Learn how you know if you have got the right people working on your service desk
• What is the skill profile and roles of a hybrid service desk manager and analyst
• Learn which service desk structure is right for your organisation
• Learn the challenges and approaches to managing a distributed or global service desk
• Learn how to define a service catalogue with underpinning service levels that works for you
• Learn how to get more out of 2nd line teams by implementing operational level agreements
• Learn how to improve your workload planning and scheduling techniques to manage the service desk
• Where will the service desk be in 5 years
Date From
12/09/2012
Date To
12/09/2012
Start Time
09:00 AM
End Time
04:00 PM
Venue
Museum of Industry & Science, Manchester
Address 1
Liverpool Road
Town
MANCHESTER
County
Greater Manchester
Post Code
M3 4FP


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