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July 2020

Online Masterclass – Essence of Experience (XLA)

July 29, 9:30 am - 4:30 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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Online Masterclass – Pragmatic Continual Improvement

July 31, 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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August 2020

Online Masterclass – Major Incident Management

August 13, 9:30 am - August 14, 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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September 2020

Online Masterclass – Post Incident Review

September 10, 9:30 am - September 11, 1:00 pm
Online Delivery

Join us for this Kepner-Tregoe masterclass, designed for Major Incident Managers and Problem Managers and delivered over two days via WebEx.

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Webinar – Getting started with Digital Transformation / Evolution

September 11, 12:00 pm - 1:00 pm

This session focuses on demystifying what digital transformation really is in plain and simple terms, what role Service Management plays, and what practical steps you can start taking as a service management professional to enable successful digital transformation in your organisation today.

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Customer and employee experience: SLA, XLA and OXM in a COVID-challenged world

September 15, 10:00 am - 1:00 pm

This online forum brings together a line-up on popular industry experts – Duncan Watkins of Forrester, Dave D’Agostino of Nexthink, Sami Kallio of Happy Signals and independent consultant and author Barclay Rae – to explore the best ways to manage customer and employee experience in the future. The event will also include break-out discussions to give attendees the chance to share their particular interests and concerns.

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Online Masterclass – IT Service Continuity Management

September 17, 9:30 am - September 18, 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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Online Masterclass – Service Catalogue

September 17, 9:30 am - 4:30 pm
Online Delivery

This masterclass will explore how to improve an existing service catalogue, or get started with a new one. We will discuss what a service catalogue is, why you need one, what the benefits are, and ensure that you take away the knowledge you need to achieve success in your organisation.

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Webinar – Getting started with The Kanban Method

September 21, 1:00 pm - 2:00 pm
Online Delivery

There are many confusing perspectives on what Kanban is and is not. Is it a software delivery practice? I’m using a task board to describe work, am I using Kanban? Is it a more advanced version of Scrum? This session will answer all of these questions and many more.

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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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