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.
Cooperation between business and IT suppliers does not happen by itself - it requires direction! The governance of outsourcing is a high-priority agenda item for organisations. In this simulation, you will experience what it means to run an IT service with the support of multiple suppliers.
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!
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.
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.
This interactive masterclass will provide practical guidance on the techniques and approaches that can be used to define change authorities and ensure that the right people and right approaches are used within those change authorities.
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.
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.
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.
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.
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