ITSM MasterClass 2 - THE PEOPLE

Course Duration

1 Day(s)

ABOUT THE WORKSHOP

Putting the People back into “People, Process and Technology”

Among some of the worst management approaches to implementing IT service Management are ‘Plan, Do, Stop....‘, no real understanding of business impact and priority, too little business involvement and process managers with little or no authority. Despite all the frameworks and books advising on best practice in delivery of IT services, many IT managers are still struggling to bring IT under control. The reasons why are usually more to do with the management of People rather than Process and Technology. Even the best initiatives can break up on the rocks of poor attitude, behaviour and culture. It is not just the service delivery teams who need to be persuaded, customers also have a vital role to play in determining the consistent quality of delivered services.

This MasterClass will challenge all participants to identify where the failures of implementation and management of new and existing projects exist and develop winning strategies to take the IT services and customers into new and profitable areas.

WORKSHOP OBJECTIVES

The MasterClass objective is to help individuals and organisations identify and develop strategies that harness with practical common sense processes to ensure that delivered services meet levels of expectation, accurately, consistently and efficiently.

A skilled and experienced Service Management professional leads each MasterClass. Their subject knowledge and their ability to entertain a knowing audience ensures that participants are guaranteed a highly informative and valuable experience.

PARTICIPANTS WILL RECEIVE

• Copies of lecture graphics
• Copies exercise and case study material

SKILLS GAINED

This one day event is designed to help managers:
• identify the cost of poor service to the business
• identify the SEPA (strengths, experiences, priorities, aspirations) for individuals and teams
• develop a meaningful continual improvement plan
• develop break from the pack mentality
• develop winning leadership approaches

AGENDA

• The common failings of attitude, behaviour and culture.
• SEPA (strengths, experiences, priorities, aspirations).
• Developing a meaningful continual improvement plan.
• Developing ‘break from the pack’ mentality.
• Developing winning leadership approaches.

Prerequisites

You need no previous experience in order to gain maximum benefit from this MasterClass

Who Should Attend

Business analysts, project managers, IT department managers, IT executives, business/IT liaisons and anyone else involved in establishing, managing and maintaining relationships between IT and the business.

Close

The event utilizes dynamic presentations with rigorous and challenging participation exercises that study available and emerging techniques such as ‘ABC for ICT’™, The ‘Three Task List’, ITIL�, KPI measurements and ‘Myth-busters’. The event will challenge all participants to identify where the failures of implementation and management of new and existing projects exist and develop winning strategies to take the IT services and customers into new and profitable areas.

This workshop can also be tailored to an-house event. For more information please contact us