Continual Improvement (CI) provides IT organisations with the mechanism to drive improvements to processes, technologies and ways of working to enhance their service delivery capability. Importantly this can also strongly influence customer satisfaction as it delivers proactive service improvements and those little extras that the customer didn’t expect to demonstrate your ‘value add’ as their IT service provider.
ITIL® guidance now strongly encourages all ITSM practitioners and teams to actively embrace Continual Improvement as part of their role. So, as ITSM practitioners how can we get started in identifying and progressing Continual Improvement opportunities and how best do we ensure we can demonstrate the business benefits delivered?
This event is aimed at the Beginner/Intermediate level. Facilitated by Ian MacDonald, an independent consultant who is industry recognised for his IT service management (ITSM) knowledge and experience, the event will provide practical guidance on the methods, techniques and approaches that can be used to identify progress and measure your Continual Improvement initiatives. We will also consider the cultural aspects of making Continual Improvement recognised as part of the day job.
During this event we will cover:
Attendees are welcome, and encouraged, to bring their own real-world scenarios for discussion if they are comfortable with sharing them.
Benefits include, but are not limited to:
Employing CI tools and techniques enables your organisation to:
CI is an integral part of the ITIL approach to IT Service Management and is central to the ethos of always looking to improve what you do to benefit your customers. It’s vitally important, yet it seems to be something that organisations continue to struggle with – when in reality, it’s very easy to do well. You just need to know how.
This online Masterclass will be delivered using the ClickMeeting platform currently used for our webinar events – but with additional functionality added to allow active participation and group discussion. Please see technical requirements.
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.
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.