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!

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.

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.

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.

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.

This masterclass will explore how to improve an existing, or get started with a new, service catalogue. 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.

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 best practice for your organisations approach to IT resiliency.

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.