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June 2020

Online Masterclass – Major Incident Management

June 11, 9:30 am - June 12, 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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Online Masterclass – IT Service Continuity Management

June 11, 9:30 am - June 12, 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 – Problem Management

June 23, 9:30 am - June 24, 1:00 pm
Online Delivery

Everything is Problem Management - or should be! Problem Managers have frequently been the poor relations in ITSM, given an impossible task and few resources to work with. This masterclass will show you how to add value in the most difficult of circumstances!

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Online Masterclass – Knowledge Management (KCS)

June 25, 9:30 am - 4:30 pm
Online Delivery

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.

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Online Masterclass – Customer Care Skills for the Service Desk

June 30, 10:00 am - 4:30 pm
Online Delivery

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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July 2020

Online Masterclass – Pragmatic Continual Improvement

July 2, 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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Online Masterclass – Change and Release Management

July 3, 9:30 am - 4:30 pm
Online Delivery

To operate without formal change and release management capabilities in place risks regular service disruption and adverse impacts to business operations. Instead, attend this event and learn how to minimise risk, reduce service outages, and increase efficiency across IT and business operations.

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Online Masterclass – People Management Skills

July 3, 10:00 am - 4:30 pm
Online Delivery

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.

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Online Masterclass – Software Asset Management

July 7, 9:30 am - 4:30 pm
Online Delivery

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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Online Masterclass – What, Where, When, Why, How of ISO/IEC 20000

July 14, 9:30 am - 4:30 pm
Online Delivery

ISO/IEC 20000 is the standard for service management that can be applied to IT and non-IT services. In this event, ISO/IEC 20000 guru Lynda Cooper reviews the third edition of the standard, and explores how it can be applied in today's service-focused organisations.

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