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Putting the Service into Service Desk Provision – the Human Factor

The ultimate aim of any IT Service Desk is to efficiently and cost effectively deliver solutions to technical issues raised by users and the business.

Whilst the technical fix is the goal, the customer experience is of equal importance and can make or break an IT department’s credibility and reputation.

We all know how it feels to receive great or poor service, yet can all too often underestimate or overlook the importance of it when dealing with our own internal customers - especially when things are going wrong. The resulting costs can be quite significant!

In this fascinating webinar Chris Markiewicz explores how to develop and apply some of the key “human” factors that help ensure your Service Desk team consistently provide great service, alongside that all important technical fix - not because they have to, but because they want to.
Recorded Jun 26 2014 35 mins
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Presented by
Chris Markiewicz, Associate Trainer Pink Elephant
Presentation preview: Putting the Service into Service Desk Provision – the Human Factor

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  • ITIL 4 Specialist Part One: Create, Deliver Support Recorded: Nov 6 2019 39 mins
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    Take a look at what the new course has to offer and who the course is designed for and find out how the new course fits into the certificate scheme. As well as how it relates back to ITIL v3
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    Kate Hamblin, Senior IT Service Management Consultant at Pink Elephant EMEA
    With the first ITIL 4 Managing Professional Transition "ITIL 4 Expert courses" starting to take place across the globe. Kate Hamblin one of Pink's principal ITSM consultants will look at what's changed for ITIL v3 experts with the introduction of the new designation of ITIL Managing Professional.

    What do the changes mean for your organisation? What does it mean for your training and ITIL V3 certificates? What does the new ITIL 4 certification scheme look like? What does the Managing Professional transition course cover anyway?

    Join Kate Hamblin from Pink Elephant as she answers these questions and looks at the new designation and gives her first impressions of using the guidance it offers.

    - An overview of ITIL 4 Managing Professional and what it means for all organisations
    - Understand where V3 processes ended up and what will have to change moving forward
    - What are the requirements to take the Managing Professional transition course
    - ITIL 4's certification scheme
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    The Service Automation Framework will give individuals and organisations a deep insight into the theory and methods of Service Automation, the concept by which you can design, automate and accelerate the effectiveness and efficiency of their services through automation.
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    - An overview of ITIL 4 and what it means for all organisations
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    Join Graham Herbert from Pink Elephant as he walks us through how to gear up to this challenge and look at what decision points will have to be dealt with in order to move to 24/7 Service Desk support.
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    Find out how FireScope approaches this problem with their Secure Discovery and Dependency Mapping tool, allowing you to have your CMDB always up to date and requires no up-keep

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    When its new, when the bill comes due and when it's broken! As statistically speaking its most likely to break when its new there is a good chance that most of your high-pressure interactions with the business will be when something is broken!

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    What you’ll learn:
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    * Why not all incidents are equally important
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    Who should attend:
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    Customer Satisfaction
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    Strategic Value
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    • Higher involvement and motivation of employees
    • Earlier delivery of products & services – reduction of duration of processes

    Financial
    ▪ Reduction of waste: Results in financial gain
    ▪ Time for new activities: From optimisation of value-add work
IT Service Management (ITSM) Webcasts
Pink Elephant is an international business innovator and knowledge leader in the field of business transformation. With IT and consulting services, Pink Elephant enables clients to translate knowledge and creativity within their organisation into results. Beginning with its foundation in 1980, Pink Elephant has perceived the synergy between man and IT as the most important tool for businesses to innovate and increase their competitive advantage. Pink Elephant is active in more than 20 countries and alongside business and management consultancy also provides Enterprise App Services, IT Services, and Education Services.

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  • Live at: Jun 26 2014 9:00 am
  • Presented by: Chris Markiewicz, Associate Trainer Pink Elephant
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