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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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Webinar – Setting a strategic direction & capability for your Service Desk

November 6, 1:00 pm - 2:00 pm
Online Delivery

This webinar will look at how service desks can build a sustainable strategic capability and focus. It will cover aligning a service desk strategy to the organisation, stakeholder and team engagement and how the service desk needs to create a positive identity.

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ITSM2020 Annual Conference & Awards

November 16, 8:30 am - November 17, 6:00 pm
Online Delivery

Our conference covers a variety of topics and helps delegates gain practical advice, collaborate and discuss mutual challenges. The Awards highlight the achievements of the ITSM industry’s leading lights, those whose dedication, commitment and imagination deserve to be celebrated.

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Webinar – Getting started with Change & Release Management

November 27, 1:00 pm - 2:00 pm
Online Delivery

This session will look at the fundamental requirements for effective Change and Release Management, it explores the roles and basic building blocks needed to implement and improve these key practices.

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Online Masterclass – Designing Your Operating Model using the Operating Model Canvas

November 30, 9:30 am - December 1, 1:00 pm
Online Delivery

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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December 2020

Online Masterclass – Major Incident Management

December 3, 9:30 am - December 4, 1:00 pm
Online Delivery

Discover how to create a flexible major incident process that restores service as quickly as possible; what you need to be doing in order to avoid stress and chaos, and effectively deal with any major incident that arises; plus much more in our dedicated Major Incident Management masterclass.

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