ITSM Skills Training

To get the 'people' part of the IT Service Management (ITSM) equation right, it is critical that all your staff are equipped with the people and best practice customer service skills they need to perform their job effectively.  Marval's ITSM Skills courses address this essential component and are suitable for the newest analyst to the most experienced manager.

Successful Service Desk Management

Can you afford to NOT be at the top of your game?

Be the manager that everyone aspires to work with. To be a successful and effective Service Desk Manager requires a wide range of abilities and skills including people management, time management and professional development. This 3-day course provides managers and team leaders with an invaluable set of knowledge and skills that will help them to lead, manage and inspire their team; and a wealth of information, tips and advice to help them succeed.

Public Course dates 2009:
January 19-21; March 9-11; May 13-15; July 13-15; September 23-25; November 18-20; December 9-11

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The Effective Support Professional

Your customer-facing staff have a tough job. They need to be committed and enthusiastic at all times. Can you afford for them not to be at the top of THEIR game?

The Service Desk is the most visible part of IT and is frequently perceived as the face and voice of the IT department by your customers. It is essential that your analysts possess the correct skills and qualities to deliver the quality and level of service expected by your customers and the business. Increasingly other IT teams also come into direct contact with customers and it is equally important for them to possess and apply the correct skills and qualities to deliver a professional service.

This course provides delegates with the professionalism and skills required to deliver service excellence in line with ITSM.

Public Course dates 2009:
January 8-9; February 19-20; April 6-7; May 21-22; July 23-24; September 10-11; October 26-27; December 7-8

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Effective Communication Skills

Never underestimate the power of communication. Can you afford to get it wrong?

Review the way you communicate; understand the do's and don'ts of communication; learn about the importance of effective listening skills and questioning techniques and how to make each contact a pleasant and memorable experience.

Key learning points from this course include identifying WINs; understanding what is meant by the word 'communication' and recognising what successful communication is.

Public Course dates 2009:
January 26; March 2; May 11; July 20; September 1; December 4

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Introduction to Personal Effectiveness

The impression you make on others really does matter. It can hinder or enhance your career progression.

What impression do you give others about yourself? What does your style of dress say about you? What does your job title say about you? Do you make the most of yourself?

During this lively course delegates will have the opportunity to review what they do, how they do it and learn how to ensure that their personal impact and effectiveness are remembered for the right reasons.

Public Course dates 2009:
February 27; August 7; October 12

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Register and download a full copy of Marval's Training and Consultancy Prospectus 2009 here

Internal Relationship Management for IT

Today it is even more important to have skilful account or internal relationship managers in place to ensure that customers' needs are addressed, to let them know that we are serious about listening to them and understanding their needs.

This course explains the need for the IT relationship management function in today's business environment and defines the role of the Internal IT Relationship Manager (a.k.a. Internal Account Manager). We identify the key skills required for the role; learn how to set up and manage internal IT Service accounts and gain clarification on the marketing and sales elements of the function.

Public Course dates 2009:
March 23-24; June 22-23; August 17-18; October 19-20

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Register and download a full copy of Marval's Training and Consultancy Prospectus 2009 here

Introduction to Internal Marketing for IT Services

Managers - if you aren't consistently marketing your IT Services to your internal customers then you are doing yourself and your team a great disservice.

This course introduces you to the concept of developing, implementing and maintaining a plan and strategy for marketing IT services to internal customers. Topics include the importance and benefits of having a successful internal marketing strategy and developing a better understanding of the role of marketing in establishing effective business relationships with customers and the business.

Public Course dates 2009:
February 2-3; June 8-9; September7-8

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Register and download a full copy of Marval's Training and Consultancy Prospectus 2009 here