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.
This session focuses on defining what agile means in the context of service management, why it is a digital transformation imperative, and how you as a service management professional can start your agile transformation in a very practical way.
Whether you are designing an IT operating model, a Service Management operating model or an operating model for an individual product or service, the Operating Model Canvas and its accompanying tools will help you.
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.
Building on the format of our ever popular Member Meet-ups, this online event will include a presentation from Emily Bristow, titled 'Intelligent Automation 101', followed by Oliver Tanner & Marouane Mraihi from ServiceNow discussing 'Artificial Intelligence and Machine Learning in ITSM'.
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.
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 webinar draws on facilitator Chris’s vast experience over 30 years in leading customer service training programmes. As a result of attending, you’ll come away with actions that can be taken to help prevent these customer service taboos and, therefore greatly enhance the customer experience.
We discuss what Kanban is, how it compares to other management tools and how it is practiced. We'll help you understand who you are, where you are within your organisations network of services, what you can do to improve your service performance and your organisations fitness for purpose.
Providing great customer service in a technical environment demands a unique blend of skills – it’s not enough simply to possess the technical know-how. This masterclass aims to create the genuine willingness and desire to do the best for each customer, however challenging the situation!
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