Online Masterclass – Post Incident Review
Join us for this Kepner-Tregoe masterclass, designed for Major Incident Managers and Problem Managers and delivered over two days via WebEx.
10 events found.
Masterclass Events
Events
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Online Delivery
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Online Masterclass – Service Catalogue
Online DeliveryThis 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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Online Masterclass – IT Service Continuity Management
Online DeliveryIT 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 – Pragmatic Continual Improvement
Online DeliveryAs 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.
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Online Masterclass – Problem Management
Online DeliveryEverything 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 – The Kanban Method
Online DeliveryWe discuss what Kanban is, how it compares to other management tools and how it is practiced. We'll help you understand who you are, where you are within your organisations network of services, what you can do to improve your service performance and your organisations fitness for purpose.
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Online Masterclass – Customer Care Skills for the Service Desk
Online DeliveryProviding 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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Online Masterclass – People Management Skills
Online DeliveryAll 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 – Essence of Experience (XLA)
Online DeliveryThis 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.
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Online Masterclass – Designing Your Operating Model using the Operating Model Canvas
Online DeliveryWhether 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.
