Webinar series on ITSM
The ITSM webinar series, organized by ManageEngine, with Rob England (a.k.a IT Skeptic) as the speaker, will be presented in 6 parts.
Rob England is an IT commentator and consultant, blogger, coach, trainer, and published author. He is best known for his controversial website and alter-ego, The IT Skeptic. He has twenty years experience mapping business requirements to IT solutions, ten of them in service management. He has written many articles and papers, and several books. He is active in the itSMF (the professional body for ITIL) and a member of ACM, ISACA and the NZ Computer Society.
Improving service response
The second part of the ITSM series of webinars is titled "Improving service response". This webinar will help you gain a better understanding of ways to improve your service response, reduce MTTR and policy control.
Schedule
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| Title | Date and Time |
| Establishing a service desk | Tuesday, August 30, 2011 11:00 AM EDT
|
| Improving service response: requests and incidents | Tue, Sep 13, 2011 1:00 PM - 2:00 PM EDT
|
| Improving Service Quality: Service Desk Metrics | Tue, Oct 4, 2011 1:00 PM - 2:00 PM EDT
|
| Service Level Management Basics | Thu, Oct 27, 2011 1:00 PM - 2:00 PM EDT
|
| Managing portfolios | To be announced |
| Continual service improvement programs | To be announced |
Walking the Talk
Rob's presentation will be followed by a brief overview of how to implement ServiceDesk efficiently using ServiceDesk Plus by Arvind Parthiban.
When
Thu, Oct 27, 2011
1:00 PM - 2:00 PM EDT
You will also receive an ITIL white paper once you register.
