ITSM MasterClass 4 - SERVICE LEVEL MANAGEMENT

Course Duration

1 Day(s)

ABOUT THE WORKSHOP

The role of a service level manager is often undervalued within today's business environment. Service level managers provide the vital link between the service and the customer and are often confused with account managers. More than just a conduit, the service level manager must take responsibility for formulating a portfolio of service offerings, must identify true customer requirements, must establish the constraints of service provision and must clearly identify the requirement for external service support.

This MasterClass investigates the link between these activities and then demonstrates how service level agreements can be negotiated and re-negotiated speedily and efficiently.

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 develop service portfolios.
• How to baseline customer requirements.
• The required supporting disciplines.
• Vital checks for external suppliers.
• Powerful negotiation techniques.

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

AGENDA

• Developing service portfolios.
• Determining customer requirements.
• The 8 key supporting disciplines.
• 4 checks for external suppliers.
• 6 powerful negotiation techniques.

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.

Participants will be able to contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction and demonstrate a positive, confident and professional approach with internal and external customers.

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