Raising Service Desk Standards - 15th September 2011

13 July 2011

An itSMF UK and SDI Joint Seminar

Raising Service Desk Standards

15th September 2011 - Hilton, Liverpool

www.itsmf.co.uk/News/General/itSMF_UK_and_SDI_Joint_Seminar.aspx

As the initial point of contact between IT and the user, the service desk acts as a gateway to the whole service management operation and to the processes and frameworks underpinning the support of IT within the organisation. However simple or complex your service desk structure may be, the speed, efficiency and insight with which its staff respond to incidents and problems affects the agility of the entire organisation and the way that business managers view IT.

This special seminar, jointly organised by itSMF UK and SDI and sponsored by the leading players in the ITSM world, brings together a team of expert speakers to address the most effective ways of raising service desk standards. Concentrating on the key enablers of service management success, this seminar helps you to progress beyond the traditional constraints of incident and problem management to build a service environment that positively reflects the requirements of your organisation through:

• the application of standards and best practices
• the management and motivation of the individuals involved in IT support
• feedback on service levels and the assessment of maturity levels
• understanding the specific needs of the business

The route map to lasting cultural change
Michelle Major-Goldsmith, Sysop

Organisations struggle to implement ‘good’ practice; many see it as just a training issue. How do we establish the ‘route map’ to lasting cultural change? Michelle sets out the stages that are required to implement good practice, whether that is a new service desk or an ITIL process, starting with the initial planning phase and going on to the development of the implementation plan, training, awareness and re-engineering of processes, through to the consolidation of change and assessment of maturity and success.

itSMF Trainer of the Year 2010, Michelle Major Goldsmith has over twenty years’ experience in service management in a number of blue chip organisations. Currently Head of Service Management at Sysop, Michelle has enjoyed an extensive career in IT, more latterly focused on mentoring, consultancy and training.