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September 2020

Masterclass – Designing Your Operating Model using the Operating Model Canvas

September 29, 9:30 am - 4:30 pm
London (venue TBC) London, United Kingdom

Whether you are designing an IT operating model, a Service Management operating model or an operating model for an individual product or service, the Operating Model Canvas and its accompanying tools will help you.

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October 2020

Online Masterclass – Pragmatic Continual Improvement

October 8, 9:30 am - 4:30 pm
Online Delivery

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? Find out how here.

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Online Member Meet-up

October 8, 12:00 pm - 2:00 pm
Online Delivery

Building on the format of our ever popular Member Meet-ups, this online event will include a presentation from Emily Bristow, titled 'Intelligent Automation 101', followed by Oliver Tanner & Marouane Mraihi from ServiceNow discussing 'Artificial Intelligence and Machine Learning in ITSM'.

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Online Masterclass – Knowledge Management (KCS)

October 9, 9:30 am - 4:30 pm
Online Delivery

Join us for an introduction to Knowledge-Centred Service (KCS®) - an emerging best practice for knowledge management that integrates the creation and maintenance of knowledge into the problem solving process.

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Online Masterclass – Problem Management

October 15, 9:30 am - October 16, 1:00 pm
Online Delivery

Everything is Problem Management - or should be! Problem Managers have frequently been the poor relations in ITSM, given an impossible task and few resources to work with. This masterclass will show you how to add value in the most difficult of circumstances!

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Webinar – The 5 customer service taboos….and how to prevent them!

October 15, 1:00 pm - 2:00 pm
Online Delivery

This webinar draws on facilitator Chris’s vast experience over 30 years in leading customer service training programmes. As a result of attending, you’ll come away with actions that can be taken to help prevent these customer service taboos and, therefore greatly enhance the customer experience.

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Online Masterclass – The Kanban Method

October 21, 9:30 am - 4:30 pm
Online Delivery

We discuss what Kanban is, how it compares to other management tools and how it is practiced. We'll help you understand who you are, where you are within your organisations network of services, what you can do to improve your service performance and your organisations fitness for purpose.

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November 2020

Online Masterclass – Customer Care Skills for the Service Desk

November 3, 9:30 am - 4:30 pm
Online Delivery

Providing great customer service in a technical environment demands a unique blend of skills – it’s not enough simply to possess the technical know-how. This masterclass aims to create the genuine willingness and desire to do the best for each customer, however challenging the situation!

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Online Masterclass – People Management Skills

November 4, 9:30 am - 4:30 pm
Online Delivery

All too often, individuals move into management roles with minimal guidance in how to get things done through the teams they are expected to manage and motivate. This masterclass addresses some of the skills, behaviours and strategies required to motivate and manage a team.

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Online Masterclass – Essence of Experience (XLA)

November 5, 9:30 am - 4:00 pm
Online Delivery

This masterclass introduces Experience Level Agreements (XLAs) and uses interactive studies and exercises to nail down the concept of XLA, setting attendees on a solid path beyond ITIL, SLAs, and KPIs into a new perspective of XLAs and performance outcomes.

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