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 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.
People will forget what you said, people will forget what you did but people will never forget how you made them feel and have we stopped caring about customer service in the UK? Come and hear more....
The modern world of work is hectic. We’re all mad-busy working in ITSM doing ‘stuff’. But how do we know we’re working on the right things? How do we know we’re adding value? Join this member meet-up to learn from, and to share, experiences on what’s worked well and what hasn’t quite hit the spot.
Whether you are very mature in your journey to AI Ops or whether you are just considering starting out, this hot topic deserves the spotlight for a few hours of your time.
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.
The itSMF UK Leadership Council is an initiative to bring together senior service management professionals from our member organisations, to discuss issues of common concern and help develop strategic guidance for the service management community.
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.
In this first itSMF UK Sector Spotlight, we’ll be hearing from practitioners at the front line of digital transformation in the healthcare sector in both England and Wales - from those tasked with delivering the mainstream services to those looking to improve the high-stress working environment.
Ground Floor South
Burford House
Leppington
Bracknell
Berks RG12 7WW
Tel: +44 (0) 118 918 6500
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