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!
All too often, individuals move into management roles with minimal guidance in how to get things done through the teams they are expected to manage and motivate. This masterclass addresses some of the skills, behaviours and strategies required to motivate and manage a team.
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.
The event will provide an opportunity for members to gather with other practitioners to share experiences, listen to guest speakers, and discuss key service management issues. It will also feature a brief itSMF UK update.
This webinar will look at how service desks can build a sustainable strategic capability and focus. It will cover aligning a service desk strategy to the organisation, stakeholder and team engagement and how the service desk needs to create a positive identity.
Our conference covers a variety of topics and helps delegates gain practical advice, collaborate and discuss mutual challenges. The Awards highlight the achievements of the ITSM industry’s leading lights, those whose dedication, commitment and imagination deserve to be celebrated.
This session will look at the fundamental requirements for effective Change and Release Management, it explores the roles and basic building blocks needed to implement and improve these key practices.
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.
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.
Ground Floor South
Burford House
Leppington
Bracknell
Berks RG12 7WW
Tel: +44 (0) 118 918 6500
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