Featuring experience-focused consultants Jonathan Boyd, Neville Hughes and Mark Bewick, plus speakers from ServiceNow and a panel discussion, this SM Forum focuses on some of the key issues facing CX today.
We will be looking at Performance Management and the use of XLAs, SLAs and KPIs
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 webinar offers an introduction to Part 11 of the standard and explains how to get the best from both sources of guidance.
Along with a knowledgeable panel, we will be discussing the concept of sustainable IT and what this means to Service Management and what are organisations doing to drive sustainability and how can we contribute as Service Managers.
CI with a View - From culture to Kanban, from motivation to measurement, join us for an interactive session exploring what continual improvement means in our industry.
To operate without formal change and release management capabilities in place risks regular service disruption and adverse impacts to business operations. Instead, attend this event and learn how to minimise risk, reduce service outages, and increase efficiency across IT and business operations.
This webinar provides an overview of the role of a service architect, focusing on its scope and the skills required to do the job effectively.
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.
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.
Ground Floor South
Burford House
Leppington
Bracknell
Berks RG12 7WW
Tel: +44 (0) 118 918 6500
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