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October 2019

Masterclass – IT4IT Simulation

October 23, 9:00 am - 5:00 pm
Fujitsu Services, Baker Street, 22 Baker Street
London, London W1U 3BW United Kingdom
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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 END to END Service Management approach.

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Masterclass – Software Asset Management

October 24, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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This masterclass will super-charge your understanding of SAM, and provide plenty of learning points for you to implement in your organisation. It will highlight the value of processes within SAM, including some bad-case scenarios providing attendees with some serious food for thought.

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November 2019

Masterclass – Supporting Emerging Tech in ITSM & TOGAF

November 14, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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Many organisations struggle to incorporate innovative tech smoothly within core and legacy ICT environments. This event explores how to manage technology capabilities and align them with strategic business goals where innovation is an imperative.

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Masterclass – IT Service Continuity Management

November 14, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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Bridge in London

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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Masterclass – Customer Care Skills for the Service Desk

November 28, 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 – Problem Management

November 28, 9:30 am - 4:30 pm
Allstate Northern Ireland, 10 Mays Meadows
Belfast, Northern Ireland BT1 3PH United Kingdom
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Everything is Problem Management - or should be! Problem Managers have frequently been the poor relations in ITSM, given an impossible task with few resources to work. This masterclass will show you how to add value in the most difficult of circumstances!

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December 2019

Masterclass – Pragmatic Continual Improvement

December 5, 9:30 am - 4:30 pm
Village Hotel Club (Manchester Ashton), Pamir Drive
Ashton-Under-Lyne, Manchester OL7 0LY United Kingdom
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Media City Manchester

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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Masterclass – Service Catalogue

December 9, 9:30 am - 4:30 pm
Village Hotel Club (Leeds South), Capitol Boulevard West
Morley, Leeds LS27 0TS United Kingdom
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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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Masterclass – Post Incident Review

December 12, 9:30 am - 4:00 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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Join us for this one day Kepner-Tregoe masterclass designed for Major Incident Managers, Problem managers, and others responsible for creating effective Post-Incident review reports.

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January 2020

Masterclass – Major Incident Management

January 30, 2020, 9:30 am - 4:30 pm
Village Hotel Club (Leeds South), Capitol Boulevard West
Morley, Leeds LS27 0TS United Kingdom
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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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