ITSM Workshops

Marval's interactive and practical workshops are designed to encourage full participation from attendees; ideas generated during the workshops are intended to be utilised wherever possible.

Cultural Change/Service Reorientation

This workshop focuses on mindset and skillset. It opens employees' eyes and minds to the benefits of adopting a way of working that enables true integration and alignment of IT services with business objectives. Change is threatening to most people; awareness and understanding of this fact and knowing how to remove barriers and allay fears is essential for all managers involved in promoting a culture change.

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Process Development

During this workshop we discuss the importance of and need for processes and procedures within our environment and why it is essential that all staff and customers comply with them. We also address the risks of doing nothing.

The workshop reviews your existing processes, identifies missing processes, highlights ineffective processes and encourages your staff to agree the necessary actions to rectify and improve on process development, acceptance and adherence.

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Developing, Implementing and Maintaining Customer Satisfaction Surveys

Most organisations carry out some form of customer survey; however these can be undertaken as a knee-jerk reaction - often in response to negative comments. The result can be a hurried and reactive survey which fails to provide useful and valuable data. 

This workshop will show you how to ask questions that help you to understand your customers' requirements; it also addresses the frequency of survey activities, how to target surveys effectively, the importance of analysing and publishing survey results and the importance of undertaking regular audits of your survey process.

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Developing, Implementing and Maintaining SLAs

This workshop underlines the importance of having effective Service Level Agreements (SLAs) in place and of gaining support and commitment to agreed levels of service. We identify potential pitfalls, develop strategies to overcome them and determine the most effective method for the successful implementation of SLAs.

We discuss the benefits of SLAs for both supplier and receiver and develop some simple marketing messages to explain both concept and benefits. The workshop also addresses Operational Level Agreements (OLAs) and ensures all delegates understand the implications of Underpinning Contracts.

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Introduction to Planning, Implementing and Maintaining Continual Service Improvement

This workshop introduces and explains the activities required for planning, implementation and maintenance of Continual Service Improvement (CSI) initiatives.

You will learn how to introduce a cultural shift to gain support and ongoing commitment from your organisation and support staff. You will consider the best sequence of activities for your organisation and discuss realistic timescales, including identification of key milestones and will learn about measuring, analysing and communicating the results of your Service Improvement activities.

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Delivering Seamless Service

A discussion-based workshop that will help your staff to identify what causes problems, difficulties and inconvenience for customers; service desk staff;  managers; team leaders; 2nd line; 3rd line; development teams etc - and then debate and agree solutions for the issues identified.

A key outcome from this workshop is that teams are more aware of how their actions can impact on others, and the importance of regular communication between teams and departments.

Click here to request further details on this and other courses available

Or

Register and download a full copy of Marval's Training and Consultancy Prospectus here