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.
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.
Join us for this lunch and learn session where we'll work through some of the additional things you need to consider when selecting an Enterprise Service Management solution.
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 practical session will provide best-practice tips to help make best use of the LinkedIn platform - using the tools you already have, with no paid upgrades needed.
Join us for a lunch and learn introduction to Asset Management where we’ll discuss how constant baselining and use of established standards and policies can lead to an increasingly mature Asset Management function.
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.
In this session we will discuss how we can measure the value that Problem Management brings to our organisation, and if there are lessons we can learn and apply to other IT Service Management Processes.
Ground Floor South
Burford House
Leppington
Bracknell
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Tel: +44 (0) 118 918 6500
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