Our 2016 ITSM Enterprise Service Management Training Programme will consist of a complimentary mix of live (and recorded) free to view monthly webinars with useful and compelling content to help ITSM Professionals propel the business case for ITSM.
Who should attend?
- Process Owners
- Process Managers
- Change Managers
- Release Managers
- Configuration Managers
- Service Desk Managers
- Incident Managers
- Problem Managers
- Service Catalogue Managers
- Supplier Managers
- Project Managers
- Service Delivery Managers
- Developers
- Software testers
Why you should attend
- Cost – The Webinar is FREE.
- Convenience– You can participate in the webinar from a location of your choosing. No travelling/ travel costs involved.
- Interaction– You have the opportunity to communicate and ask questions with the presenter and peers.
2016 Webinar Programme
28th January 2016 – Change Management
The process that ensures Changes are applied consistently, safely and with as little adverse business impact as possible. The agenda will include:
- Introduction to ITIL
- Introduction to Change Management
- Practitioner guidance
- COBIT & process maturity
Click here to register for the recording
25th February 2016 – Release Management
The process that deploys packaged Changes safely into the production environment. The agenda will include:
- Introduction to Release Management
- Practitioner guidance
- Governance
- Quality Gates
Click here to register for the live session at 2.00pm GMT or to view the recording
31st March 2016 – Configuration Management
Knowing how your services are made up. The agenda will include:
- Introduction to Configuration Management
- Practitioner guidance
- Planning
- Identification / Baselining
- Control
- Status Accounting
- Verification
The link to register for the live session or recording will be available shortly
28th April 2016 – Knowledge Management
The process of capturing, sharing and using organisational Knowledge effectively. The agenda will include:
- Introduction to Knowledge Management
- Practitioner guidance
- The Dick Whittington model
The link to register for the live session or recording will be available shortly
26th May 2016 – Incident Management
AKA our super heroes on the front line. Incident Management is the process restores normal service as quickly as possible and with as little adverse impact as possible whilst ensuring nothing is lost, ignored or forgotten about. The agenda will include:
- Introduction to Incident Management
- Practitioner guidance
- Major Incidents
- Overview of the SDI standard
The link to register for the live session or recording will be available shortly
30th June 2016 – Problem Management
Getting to the root cause and preventing recurrence. The agenda will include:
- Introduction to Problem Management
- Practitioner guidance
- Problem solving techniques
- Proactive Problem Management
The link to register for the live session or recording will be available shortly
21st July 2016 – Service Catalogue Management
Having a clear menu of your live, production business services. The agenda will include:
- Introduction to Service Catalogue Management
- The Service Portfolio
- Practitioner guidance
- Using the Service Catalogue to drive transition
- How to make sure your Service Catalogue is effective
The link to register for the live session or recording will be available shortly
29th September 2016 – Service Level Management
The process that ensures we are accountable to the rest of the business in clear, tangible effective way. The agenda will include:
- Introduction to Service Level Management
- Practitioner guidance
- SLAs and OLAs
- How to run effective service review meetings
The link to register for the live session or recording will be available shortly
27th October 2016 – Supplier Management
The process that looks after 3rd party suppliers, vendors and partners. The agenda will include:
- Introduction to Supplier Management
- Practitioner guidance
- Contract Management
- Value model
- SIAM
The link to register for the live session or recording will be available shortly
24th November 2016 – Capacity Management
AKA performance and throughput. The agenda will include:
- Introduction to Capacity Management
- Practitioner guidance
- Link to Demand Management
- Business Capacity Management
- Service Capacity Management
- Component Capacity Management
- Capacity Plan
The link to register for the live session or recording will be available shortly
15th December 2016 – Availability Management
The name of the game is uptime! The agenda will include:
- Introduction to Availability Management
- Practitioner guidance
- Link to Problem Management
- Proactive Availability Management
The link to register for the live session or recording will be available shortly
