This interactive business simulation event provides an opportunity for the theory learned during Part 1 to be applied in a realistic educational and fun environment. Step by step the team will apply basic ITSM processes and will learn how to deal with different business and IT situations.
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.
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.
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.
IT Asset Management has evolved from an administrative function to a key strategic initiative for the delivery of IT services. From efficient use of IT budgets and meeting compliance obligations to providing a solid foundation for Information Security, IT Asset Management is an essential element of IT Management.
As ITSM practitioners how can we get started in identifying and progressing Continual Improvement opportunities and how best do we ensure we can demonstrate the business benefits delivered? Find out how here.
This masterclass follows on from the Introduction to XLAs masterclass and is a hands-on practical session designed to help you understand the right experience measures for your business and how you can follow a 9-step approach to build your experience level agreements.
This masterclass provides a foundation level understanding of human-centred design and IT service management. By the end of the event, delegates will be able to draw upon practical, actionable tools to ensure human-centred design values are being embedded in their workplace.
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!
Ground Floor South
Burford House
Leppington
Bracknell
Berks RG12 7WW
Tel: +44 (0) 118 918 6500
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