This masterclass is a hands-on practical event 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.
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.
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.
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.
Designed for apprentices, graduates and those moving into ITSM for the first time, attendees will be able to understand best practice for key areas in ITSM, how they work together, and most importantly what each practice needs to do for them all to work cohesively to provide ultimate value for the customer.
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.
To effectively manage the bridge communications and actions, you will learn why it’s important to separate 4 thinking processes into separate conversations and experience how to manage the visualisation of them in a 4-colour dashboard.
Problem Managers are often given an impossible task and few resources. This masterclass focuses on how top Problem Managers ensure their teams work efficiently, even with limited resources.
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.
Join us at Churchill War rooms, to experience rapid change in a safe, simulated environment, whilst deploying technologies, improving processes and achieving success.
FREE for itSMF UK members, join us for a line-up of ITSM practitioners presenting ITIL case studies and deep-dive practice views. Settle into your seat at the British Motor Museum, network with other attendees, and join us on a journey of service management improvement with speakers from Bupa, The Salvation Army, Vodafone and PeopleCert.
17 September, 09:30 – 16:30