Practical Service Management
1-Day

The primary objective for an IT organisation is to support the business in enabling them to deliver value to their customers. It is therefore expected that the IT support function demonstrates professionalism, a high-level of technical expertise and an overall awareness of business need to deliver...  READ MORE

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Practical Service Management

Summary

The primary objective for an IT organisation is to support the business in enabling them to deliver value to their customers. It is therefore expected that the IT support function demonstrates professionalism, a high-level of technical expertise and an overall awareness of business need to deliver an effective service.

Stating the obvious perhaps but those responsible for managing IT support and technical workgroups still struggle to manage and co-ordinate the available resources. There is a lot of best practice guidance available, but the emphasis is rarely on a practical approach thus creating a challenge to decipher how an IT organisation relates this guidance to their own individual circumstance.

This Practical Service Management seminar is therefore intended to demonstrate the “how-to’s” in relation to IT Service Management with a focus on IT support and Service Operations introducing approaches you will consider for your work place.

With the acclaimed Apollo 13 ITSM simulation at its heart, this Practical Service Management seminar will demonstrate the raising of professional standards, improved communication techniques, and a culture of continual service improvement that will bring measurable and lasting benefits to IT service delivery.

Please note this seminar includes elements of interactive role-playing.

Demand for this course is high consequently availability is restricted to two attendees per organisation.

Cancellations giving less than 14 days notice will incur a £95 cancellation charge.

Agenda

9:30-10:00     Registration & Refreshments

10:00-10:30   Welcome & Introductions (Adam Sawle)

10:30-11:15   Service Desk Benchmarking (Ian MacDonald)

11:15-12:45   Apollo 13 – ITSM simulation Round 1 (Adam Sawle & Ian MacDonald)

12:45-1:30     Lunch

13:30-14:15   Mastering IT Support Delivery (Noel Bruton)

14:15-15:30   Apollo 13 – ITSM simulation Round 2 (Adam Sawle & Ian MacDonald)

15:30-16:00   ITIL 4 Update & Close (Adam Sawle)

Please note this seminar includes elements of interactive role-playing.

Demand for this course is high consequently availability is restricted to two attendees per organisation.

Cancellations giving less than 14 days notice will incur a £95 cancellation charge.

Session Details

Service Desk Benchmarking (Ian MacDonald)

The Service Desk plays a key role in improving customer satisfaction and positively influencing business perception of the the wider IT organisation.The knowledge, insight and skills of your Service Desk personnel and their proactive approach to Continual Service Improvement can make a real difference to the service provided.

However, how do we gain a good understanding of 'what good looks like' for a professional and customer focused Service Desk? Without this can we be sure we are developing the right skills and competencies for your Service Desk personnel and that we are focused on making the right improvements to our ways of working.

This session will look at the importance of benchmarking against a maturity model (to know where you are) and explore using the results to drive the right improvements.

Apollo 13 - ITSM Simulation (Adam Sawle & Ian MacDonald)

Business simulations such as ‘Apollo 13 – ITSM case experience’ are experiential learning instruments based upon learning-by-doing. A cut-down version of the workshop is used on this seminar as a way to demonstrate the importance of good process, teamwork and the positive effect of successful CSI.

You will assume the roles of NASA Mission Control with the primary goal of supporting the Crew up in space who are experiencing a number of issues and challenges. You must design your services, implement them, execute them and apply continual improvement practices in order to ensure mission success.

At the end of the session you will more fully understand why good processes are often ignored in a crisis and why they should be at the very core of everything we do.

Mastering IT Support Delivery (Noel Bruton)

With its falling productivity, ubiquitous backlogs and the challenges of resource orchestration across a diverse workload, IT Support is in real need of how-to guidance in its methods and approach. Noel Bruton will describe these and other problems and his solution, ‘Mastering IT Support Delivery’(MISD). This is a unique and focused curriculum of practical instruction, leading to certified qualifications in IT Support professionalism for operative staff, through operational to strategic management. This tested, proven programme works in conjunction with, or independent of the main ITSM frameworks and directly addresses the skills and issues of both internal and channel support. MISD recognises that IT Support does not stop at the Service Desk, but calls upon the whole of IT, wherever a solution may be found.

https://itsupporttraining.co.uk

ITIL® 4 Update (Adam Sawle)

The last ITIL update was back in 2011 and ITILv3 was released over 10 years ago.  An update of the worlds most widely accepted framework for IT Service Management is due to incorporate technological developments, changes in working practices and the digital transformation of services.

AXELOS have been working an update since the start of the year and we will provide a full update on the progress made so far including an insight into what it means for your investment in ITIL so far and release timeframes.

 

 

Speaker Bios

Adam Sawle

As Director of Professional Services, Adam works closely with Sysop's clients to understand their challenges and identify a road map of ITSM improvement using a combination of services.

Adam joined Sysop in 1999 as a graduate and has worked his way through a number of technical roles. His expertise originally in the field of IT Networking & Storage Solutions presented him with great experience of large scale data centres.

His progression through to ITIL Expert and PRINCE2 qualifications led to him naturally fulfil Project Manager Roles on a number of Sysop’s ITSM Consultancy assignments. Adam excels in leading Sysop’s Consultative way of engaging with our clients and manages our best practice portfolio.

Ian MacDonald

Ian has over 40 years IT experience gained within the Financial Services industry. During this time he has gained significant experience of using ITIL best practice to develop and enhance organisational capabilities.

An ITIL accredited author, Ian has also won several IT Service Management awards for innovative approaches in the exploitation of ITIL and the creation of best practice publications. Ian is a regular contributor and speaker at Industry bodies and forums on IT best practice

This extensive insight and knowledge enables him to bring ‘ITIL to life’ to improve student understanding thorough real life examples of both best and bad practice.

Noel Bruton

Noel Bruton joined IT in 1979 and began his consultancy and training practice in 1991, in which he has a global clientele and readership. His bestselling works on IT Support management have been listed as required or recommended reading for academic or professional IT management education in various institutions around the world. The originator of much of what we now call ‘IT Support’, Bruton speaks with breadth, passion and erudition on a subject that ultimately affects everybody who is employed in or uses IT.

https://noelbruton.com

Target Audience

This seminar is intended for individuals in (or aspiring to be in) the following roles:

  • Service Desk Managers/Team Leaders
  • Service Delivery Managers
  • IT Operations Managers
  • IT Support Managers
  • Technical Workgroup Managers

Please note this seminar includes elements of interactive role-playing.

Demand for this course is high consequently availability is restricted to two attendees per organisation.

Cancellations giving less than 14 days notice will incur a £95 cancellation charge.

Dates For Practical Service Management

Heywood (Manchester)

  • 05 November 2018 (Fully booked)
  • To book any of these dates, please see below.

Availability and pricing for Practical Service Management:

05 November 2018 - Heywood (Manchester)

(Fully Booked)