Achieving IT Service Excellence
Achieving IT Service Excellence
Course Information:To be rescheduled Q1/Q2 2012 Please click the button below and fill out the form to be added to the waiting list for Achieving IT Service Excellence. | 
InstructorJeff Denning |
Overview
ACHIEVING IT SERVICE EXCELLENCE is not just a desire but a necessity to position your IT organization as the competitive “provider of first choice.” Technology for most organizations is a commodity; having a service oriented team is where you will truly begin to gain competitive advantage. Successful IT organizations have an IT Service Strategy that is based on a common definition of service and an understanding of what is important from your clients’ perspective. “Achieving IT Service Excellence” means that everyone from the CIO to the individual contributor delivers consistent service and manages the client’s expectations on an ongoing basis.
Prerequisites
None
Intended Audience
If you are committed to building a more client-focused IT culture and, like most IT leaders, are searching for specific strategies and approaches to achieve your vision, this will be a valuable workshop for you and your team.
Participants in our open-enrollment workshops are primarily vice presidents, directors, managers and senior IT staff who are interested in evaluating this workshop and committed to their own professional development. You are sure to benefit from the networking, idea sharing and success stories.
Course Outline
Based on our experience with tens of thousands of IT professionals, we know that they work very hard and are committed to providing their clients with excellent service. Unfortunately, IT folks deliver service based on what they, not their clients, think is important. This disconnect is why IT continues to miss the bull’s eye and think that achieving 100% client satisfaction is not attainable. The mark has changed now due in part to resource constraints, increasing expectations, and clients who are experienced technical consumers.
“Achieving IT Service Excellence” is a proven workshop that will help everyone from the CIO to the individual contributor deliver consistent service and hit the client’s expectations every time. It will also help develop an understanding of how to modify those expectations (both of IT and the client-base) as needed. This workshop will help you and your organization build a common definition of service and understand what is important from your clients’ perspective. It also provides the building blocks for a successful IT Service Strategy to ensure you are positioned to deliver the right things to the right clients at the right time – not all things to all clients.
By participating in this highly interactive, two-day workshop, you will come away with a fresh approach and new ideas for tackling even the most difficult service challenges. You will also take away a set of practical skills, tools and techniques that will position your IT organization as the competitive “provider of first choice.”
At this workshop you will learn how to:
- Develop your IT service strategy based on five major components
- Increase IT client satisfaction
- Measure IT through the eyes of your clients
- Identify, manage, and adjust to client expectations
- Encourage client complaints
- Manage difficult client situations
- Deliver the five things IT clients want most
- Make the most of each “Moment of Truth”
- Embed a consistent service philosophy
- Prepare for the end of the contract
- Implement both individual and team action plans
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