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December 2019

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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February 2020

Masterclass – Problem Management

February 11, 2020, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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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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Masterclass – DevOps Simulation

February 12, 2020, 9:30 am - 4:00 pm
BT Tower, 45 Maple Street
London, London W1T 4BG United Kingdom
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This event demonstrates the business value and positive impact of a DevOps approach. By helping to clearly communicate the DevOps case for change, it creates shared understanding and commitment towards Development and Operations working together as a high-performing team.

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Masterclass – ITIL 4 in Action Simulation

February 13, 2020, 9:30 am - 4:00 pm
BT Tower, 45 Maple Street
London, London W1T 4BG 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 Agile Service Management approach.

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March 2020

Masterclass – Customer Care Skills for the Service Desk

March 5, 2020, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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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 – Change and Release Management

March 20, 2020, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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To operate without formal change and release management capabilities in place risks regular service disruption and adverse impacts to business operations. Instead learn how to minimise risk, reduce service outages, and increase efficiency across IT and business operations – attend this event.

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April 2020

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

April 21, 2020, 9:30 am - 4:00 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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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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Masterclass – Designing Your Operating Model using the Operating Model Canvas

April 23, 2020, 9:30 am - 4:30 pm
etc.venues Marble Arch, Garfield House, 86 Edgware Road
London, W2 2EA
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Whether you are designing an IT operating model, a Service Management operating model or an operating model for an individual product or service, the Operating Model Canvas and its accompanying tools will help you.

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