What?
itSMF UK Seminar – Service Desk and SLM
The Service Desk is at the frontline to increase service quality, reduce cost and pressed to do more with less. Many are still searching for tools to help move them from their traditional fire fighting roles in-order to free up resources to more spend time on better managing customer expectations and improving service.
What are the best approaches to meeting this challenge?
This seminar is targeted at service desk, service level and service catalogue managers who want to ensure agreed customer expectations and promises are met
When?
Wednesday 12th September, 9am – 4pm
Where?
Museum of Industry & Science, Liverpool Road , Manchester, M3 4FP
Museum of Industry & Science Website
Museum of Industry & Science (MUSI) in Manchester
Who?
itSMF UK
Agenda
Key learning outcomes of this seminar include:
- Learn the processes that underpin a good service desk
- Learn what are the key interfaces between the service desk, service level management and service catalogue
- Learn how you know if you have got the right people working on your service desk
- What is the skill profile and roles of a hybrid service desk manager and analyst
- Learn which service desk structure is right for your organisation
- Learn the challenges and approaches to managing a distributed or global service desk
- Learn how to define a service catalogue with underpinning service levels that works for you
- Learn how to get more out of 2nd line teams by implementing operational level agreements
- Learn how to improve your workload planning and scheduling techniques to manage the service desk
- Where will the service desk be in 5 years
Further Info…
Ros Satar
Ros Satar is a Blogger and Analyst for The ITSM Review. Her journey in ITIL/ITSM began in 2005 when she jumped into the deep end of Configuration Management. When not knee deep in paper and having a love/hate relationship with her many gadgets, she can be found putting in time at various sporting publications.
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