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September 2020

Masterclass – ITIL 4 in Action Simulation

September 24, 9:30 am - 4:00 pm
London (venue TBC) London, United Kingdom

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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Webinar – Getting started with Agile Service Management

September 25, 12:00 pm - 1:00 pm

This session focuses on defining what agile means in the context of service management, why it is a digital transformation imperative, and how you as a service management professional can start your agile transformation in a very practical way.

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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 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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Masterclass – Major Incident Management

October 15, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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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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November 2020

Masterclass – Customer Care Skills for the Service Desk

November 3, 9:30 am - 4:30 pm
Village Hotel Club (Leeds South), Capitol Boulevard West
Morley, Leeds LS27 0TS United Kingdom
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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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Masterclass – People Management Skills

November 4, 9:30 am - 4:30 pm
Village Hotel Club (Leeds South), Capitol Boulevard West
Morley, Leeds LS27 0TS United Kingdom
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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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Member Meet-up – Belfast

November 6, 9:30 am - 3:30 pm
Allstate Northern Ireland, 10 Mays Meadows
Belfast, Northern Ireland BT1 3PH United Kingdom
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Allstate NI

The event will provide an opportunity for members to gather with other practitioners to share experiences, listen to guest speakers, and discuss key service management issues. It will also feature a brief itSMF UK update.

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ITSM2020 Annual Conference & Awards Dinner

November 16, 9:00 am - November 17, 5:00 pm
etc.venues Bishopsgate, 155 Bishopsgate
London, EC2M 3YD United Kingdom
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Our conference covers a variety of topics and helps delegates gain practical advice, collaborate and discuss mutual challenges. The Awards Dinner highlights the achievements of the ITSM industry’s leading lights, those whose dedication, commitment and imagination deserve to be celebrated.

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