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Online Masterclass – Sustainability

26 September, 2023, 9:30 am - 4:00 pm


This masterclass covers key elements of sustainability, as can be applied to service management. This includes a balanced view across all dimensions – people, tools, data, costs, environment – i.e. the value. This would include predictable, consistent and flexible elements and ways of working. Demonstrating success, value and continuous improvement, with flexibility and the ability to change through evolution…

This masterclass includes presentations and discussions in groups to review definitions and applications of sustainability:

• What do we mean by sustainability?
• How can we relate this to our current working environments and ways of working?
• What are 7 key elements of sustainable working for ITSM?
• Practical actions and steps for applying a long term approach to sustainable working

Attendees will leave with a clear set of integrated practical actions to take back to their operational environments.

Target Audience

This event is aimed at all levels of Service management practitioners – from beginner to experienced. We all should understand and play our part in making business and operations sustainable.  Facilitated by Barclay Rae, ex CEO and Board Member of itSMF UK and a hands-on Service Management Consultant since 1994. Barclay is part of the ITIL Architect Team, lead editor ITIL4 CDS, ITIL Practitioner co-author, SDI associate and auditor as well as SDC standards co-author.

What will it involve?

During this event we will cover:

  • Clear definitions of ‘sustainability’ – not just for the environment, but for business, operations, people and ethics.
  • How to assess and review your current operation and approach – with a view to improvement and sustainable working.
  • 7 key areas for practical development
    • Positive ongoing business relationships
    • Clarity on services and delivery target
    • Customer experience, support mechanisms and processes – service desk etc
    • Embedding and integrating quality practices and processes
    • Value-based business analysis and targeted reporting
    • People and business-focused projects and organisational change
    • Clear and focused marketing and communications
  • The people and culture side of sustainable working – including ethics
  • How to create a strategy for effectively managing changes and releases in your own organisation
  • Practical tips and advice to help you
  • Developing your Route Map for success

What are the key benefits of attending?

Benefits include but are not limited to

  • To understand sustainability at strategic and practical levels
  • To develop a broad and integrated approach to business value, operational performance, collaboration, ethics and behaviour, as well as environmental sustainability
  • To gain a practical understanding of techniques and ways of working to develop sustainability
  • To take away some practical plans and ideas for development and improvement – at organisational and personal levels

Delivery platform

This online session will be delivered using the Microsoft Teams platform.

How much does it cost?

Places are available to itSMF UK members for £295.00 + VAT.

Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels, benefits and costs please click here.


online remote


26 September, 2023
9:30 am - 4:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website