Higher Education Community Event – Are SLAs dead? Moving from SLA to XLA
This session looks at how experience management is re-shaping the way we deliver services to customers, focusing on how users genuinely feel about the service they receive and not just whether the provider has hit a pre-defined performance target.
SM Forum: IT Asset Management Trends and Directions
This SM Forum offers a very practical view of ITAM, with two case studies that demonstrate the essentials of asset management at different levels of maturity. The event also considers the current state of ITAM within the broader service management environment, and looks at the latest developments in ITAM tooling.
SM Forum: Enterprise Service Management in Practice
This SM Forum views ESM from a number of different perspectives, to help participants understand what it really means to apply service management best practice where it’s needed most. Bringing together practitioners with ESM experience in various industry sectors, it offers a excellent opportunity to review and discuss the key issues involved.
Sector spotlight: service management challenges in banking and financial services
Few industry sectors have felt the impact of the changing business world as much as financial services. In this sector spotlight, we focus on some of the key service management […]
Sector spotlight: Rethinking service design and tackling the challenges faced by modern service desks
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.
Sector Spotlight: Unified service management and digital skills in our universities
Modern higher education institutions are complex bodies with numerous departments, student groups, administrators, shared services and alumni organisations sharing hundreds of applications and legacy systems. This can result in inconsistent service experience across campus, longer wait times, lower CSAT and user dissatisfaction, compounded by funding issues and competitive pressures.
Member Event – Higher Education – Student on-Boarding: Surviving the rush
During this event Mark Temple will cover University of Glasgow’s underpinning support processes for student on-boarding and other key events in the University calendar.
Sector Spotlight: next steps for ITSM in the financial services industry
Few industry sectors have felt the impact of a changing business world as much as financial services. In this Sector Spotlight, we focus on some of the key issues and […]
Sector Spotlight: Digital services in Central Government – agile, re-usable, manageable
This sector spotlight offers three different perspectives from government departments looking to streamline their current IT service management assets, re-using service components in an agile environment, and putting the right governance in place to manage the next stages.
Sector Spotlight: Major Incidents & Cyber Security – Protecting our Universities
In this Sector Spotlight, we focus on cyber and other potential sources of major incidents and consider the best ways to protect our leading educational institutions going forward.
