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June 2020

Webinar – Getting started with ITIL 4 Create, Deliver and Support

June 5, 1:00 pm - 2:00 pm

Create Deliver and Support (CDS) is one of the 4 books in the ITIL4 Managing Professional programme. This webinar offers a practical view of how the book contributes to the broader ITIL 4 guidance, and how to apply its content to service delivery challenges and issues within the workplace.

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Webinar – Getting Started with Experience Level Agreements

June 9, 1:00 pm - 2:00 pm

A key component to unlocking IT success and ensuring great employee experience is the creation and management of XLAs to underpin employee experience improvements. This webinar will show attendees the best practice approach to improving employee experience and introducing XLAs.

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Online Masterclass – Major Incident Management

June 11, 9:30 am - June 12, 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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Online Masterclass – IT Service Continuity Management

June 11, 9:30 am - June 12, 1:00 pm
Online Delivery

IT Service Continuity Management (ITSCM) addresses the gaps in the traditional disaster recovery approach by introducing layers of resilience that provide higher levels of protection. Attend this masterclass to understand how to fine-tune your organisation's approach to IT resiliency.

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Webinar – Getting started with Site Reliability Engineering

June 19, 1:00 pm - 2:00 pm

Site Reliability Engineering practices talk about Toil, Service Level Indicators, Service Level Objectives and Error Budgets. What does all this mean? Where can I start to understand it? Can some of the principles be adopted without tortuous upheaval?

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Online Masterclass – Problem Management

June 23, 9:30 am - June 24, 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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Online Masterclass – Knowledge Management (KCS)

June 25, 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 – Customer Care Skills for the Service Desk

June 30, 10:00 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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July 2020

Online Masterclass – Pragmatic Continual Improvement

July 2, 9:30 am - 4:30 pm
Online Delivery

Improve IT operations in terms of quality, speed, and cost; influence customer perceptions of IT 'value' by demonstrating a commitment to improving services; and enhance IT service provider reputation and drive greater customer satisfaction by undertaking Continual Improvement best practice.

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Online Masterclass – Change and Release Management

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

To operate without formal change and release management capabilities in place risks regular service disruption and adverse impacts to business operations. Instead, attend this event and learn how to minimise risk, reduce service outages, and increase efficiency across IT and business operations.

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