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October 2020
Online Masterclass – The Kanban Method
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.
Find out more »November 2020
Online Masterclass – Customer Care Skills for the Service Desk
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!
Find out more »Online Masterclass – People Management Skills
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.
Find out more »Online Masterclass – Essence of Experience (XLA)
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.
Find out more »Webinar – Setting a strategic direction & capability for your Service Desk
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.
Find out more »ITSM2020 Annual Conference & Awards
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.
Find out more »Webinar – Getting started with Change & Release Management
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.
Find out more »Online Masterclass – Designing Your Operating Model using the Operating Model Canvas
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.
Find out more »December 2020
Online Masterclass – Major Incident Management
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.
Find out more »January 2021
Webinar – Getting started with ITIL 4 Digital & IT Strategy
Lead Editor and Author, Erika Flora, will be discussing several of the book's key topics, including: developing a digital strategy, crafting a compelling vision for digital change, nurturing an innovative culture, and leading teams through volatile and uncertain times.
Find out more »