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February 2021

Online Masterclass – Problem Management

February 11, 9:30 am - February 12, 1:00 pm
Online Delivery
£295

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 – ITIL 4 in Action Simulation

February 18, 9:30 am - 4:00 pm
Online Delivery
Free

This simulation is a powerful way to stimulate a new way of thinking within the IT Organisation. It helps employees better understand how to improve their own way of working from where they are now (traditional Service Management) towards a more Agile Service Management approach.

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Online Masterclass – Value Stream Mapping

February 25, 9:30 am - 4:30 pm
Online Delivery
£295

Value Stream Mapping (VSM) is a technique from lean to visualise what you are doing versus what you think is a better way or what you really should be doing. We will use your ways of work or process challenges as the VSM examples such that you can take-away and perform a VSM exercise.

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March 2021

Online Masterclass – The Kanban Method

March 4, 9:30 am - 4:30 pm
Online Delivery
£295

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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Online Masterclass – Major Incident Management

March 11, 9:30 am - March 12, 1:00 pm
Online Delivery
£295

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 – ITSM Simulation

March 17, 1:00 pm - 5:30 pm
Online Delivery
Free

The best way to achieve buy-in for a major ITSM modernisation project is to clearly demonstrate the pressing need for change, the benefits of change and how the change will be managed. This event brings everyone together in the same online space and lets them experience it for themselves!

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Online Masterclass – Essence of Experience (XLA)

March 22, 9:30 am - 4:00 pm
Online Delivery
£295

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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April 2021

Online Masterclass – Change and Release Management

April 12, 9:30 am - 4:30 pm
Online Delivery
£295

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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Online Masterclass – DevOps Simulation

April 15, 9:30 am - 4:00 pm
Online Delivery
Free

This event demonstrates the business value and positive impact of a DevOps approach. By helping to clearly communicate the DevOps case for change, it creates shared understanding and commitment towards Development and Operations working together as a high-performing team.

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Online Masterclass – Knowledge Management (KCS)

April 20, 1:00 pm - April 21, 5:00 pm
Online Delivery
£295

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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