Join a panel of ITSM professionals from CGI who will share their stories of how they have formed their careers in (or involving) Change Management.
This masterclass provides a foundation level understanding of human-centred design and IT service management. By the end of the event, delegates will be able to draw upon practical, actionable tools to ensure human-centred design values are being embedded in their workplace.
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 will describe Vodafone's journey to evolution from Problem Management to Reliability Management, the initiatives launched and future plans. When we look back a couple of years, the way our problem management process was set up was very reactive, with outdated practices, and we were not fully leveraging our opportunities nor addressing glaring gaps in terms of global reach.
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.
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.
In this session we will discuss with a panel of experts who have all had hands on experience of managing major incidents. We will look at techniques for limiting the impact of incidents when they occur.
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.
This sector spotlight highlights some of the most exciting initiatives underway within NHS England and Digital Health and Care Wales, focusing on service desk communities, user-centred design, and working with product teams to deliver new and uplifted services.
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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