Malcolm Fry’s Power of Quality Tour 2013

Malcolm Fry’s Power of Quality Tour 2013

Raleigh May 16th
8:00AM – 3:00PM

Corporate Software Training
1 Copley Pkwy #400
Morrisville, NC 27560

Click HERE to Register!
FREE for HDI Members!!!!

Quality is a word that you hear so often but it frequently lacks real substance because of the varying definitions that most people seem to have. Quality is subjective, relying upon many factors from one’s life experiences to their very interpretation of the word. Quality has many definitions and degrees of excellence, spanning a wide range of examples. What does it mean then to drive and deliver quality in Service Management?

To truly deliver quality service, organizations need quality people with the right skills; quality processes based on best practices that align with business needs; quality technology to enable those processes; quality assurance program to inspect the processes and results; and quality metrics to measure success.

This one-day workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about the Power of Quality. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive a questionnaire used to track required items for a new service that is to be implemented and supported by the Service Desk.

What You Will Learn

  • Balance quality, performance, and cost
  • Create sensible Service Acceptance processes; service pipeline, service catalog and service retired
  • Build a quality improvement initiative
  • Delegate incidents rather than escalate incidents
  • Build a quality focused training plan
  • Work with other key ITSM units to improve quality; Service Desk, Problem, Incident, Change, Request and Asset Management

Who Should Attend

  • Pre-requisites or prior knowledge of ITIL are not essential for this course
  • Course is appropriate for all levels of support center professionals and ITSM staff, from analyst to manager/director
  • Anyone interested in improving their ITSM image through statistics
  • Anyone looking to improve ITSM in their organization
  • ITSM implementers and trainers
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