ITSM MasterClass 1- PERCEPTION MANAGEMENT

Course Duration

1 Day(s)

ABOUT THE WORKSHOP

Customer perception is the be-all and end-all of a successful service. Whatever a customer perceives the service to be, so it is. The challenge is to shape a positive customer perception whilst making the necessary running repairs to the platform of customer service. Perception Management underpins Customer Relationship Management and Service Level Management and ensures that ITSM can be used to properly align the service to Business requirements.

Recognizing that all customers have a choice of service supplier, this MasterClass is designed to map out the strategies of the discipline of Perception Management. Starting by defining Perception Management, the MasterClass continues by investigating how we measure perception, how we can positively influence perception, how to buy vital time to upgrade systems and services and the role of the Perception Manager.

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.

PARTICIPANTS WILL RECEIVE

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

SKILLS GAINED

After attending this MasterClass participants will be able to understand more clearly:

• How to define Perception Management.
• Effective customer perception techniques.
• Effective awareness campaigns.
• The key activities of Perception Management.

Case studies and individual exercises will help enhance the messages this MasterClass delivers.

AGENDA

• Understanding Customers Values.
• Setting and Communicating Expectations
• Creating the Service Culture
• Creating Partnerships
• Monitoring and Adjusting Service Levels
• The Role of the Perception Manager

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

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.

After attending this MasterClass, participants will be able to identify how the business actually values the delivered service. From there, they will be able to identify strategic approaches that will enhance the effective delivery of IT (and other) services to consistently meet the stringent business requirements.

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