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July 2020
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 »Online Masterclass – Pragmatic Continual Improvement
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.
Find out more »August 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 »September 2020
Online Masterclass – Post Incident Review
Join us for this Kepner-Tregoe masterclass, designed for Major Incident Managers and Problem Managers and delivered over two days via WebEx.
Find out more »Webinar – Getting started with Digital Transformation / Evolution
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.
Find out more »Customer and employee experience: SLA, XLA and OXM in a COVID-challenged world
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.
Find out more »Online Masterclass – IT Service Continuity Management
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.
Find out more »Online Masterclass – Service Catalogue
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.
Find out more »Webinar – Getting started with The Kanban Method
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.
Find out more »Webinar – Getting started with Agile Service Management
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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