2024 Schedule
Session 501: Structure, Skill, Service: The ITSM Success Trifecta
Nat McLaren (Director - End User Support & Infrastructure Services, Davies Ward Phillips & Vineberg LLP)
Location: Grand Caribbean 4/5
Date: Thursday, November 21
Time: 11:30 am - 12:30 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: Fundamental/Intermediate
In this session, we will explore the required building blocks of a high performing team, delivering exceptional service. Whether coming in new and assessing a team, or wanting to undertake a review exercise to take your existing team to the next level. We will cover the importance of *Structure*. This is not a one and done format, you need to understand your sector and client demand. Once the structure is set, we will move onto *Skill*. Ensuring you have the right people and skill them to do the necessary job. This includes people and processes and the ongoing development of both. Finally we'll look at *Service*. How do you measure this and ensure *Success*.
Takeaway
1. Learn how to build a plan for success
2. Understand what tools are available to aide in the ongoing management of a team
3. Know when to pivot and how to succeed when you hit a roadblock/wall ... "Roll the dice"