Service Management Masterclass™

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This is an exclusive class with strictly limited seating capacity, offered quarterly, and led by Ian M. Clayton, one of the leading experts worldwide in pragmatic, customer focused Service Management initiatives.

Course Description

The Service Management Masterclass continues a long tradition of blending the rigors of a best practice framework with the practicalities of having to get the job done, or offering advice to those who have that task.

The class provides practical advice on how to architect a service management system and service organization, designed to manage customer experiences, efficiency of operations, and continuously improve as required driven by customer satisfaction levels.

The class includes a detailed explorations of the Cloud Computing trend's impact upon service management initiatives, and the vital role of service management in enabling Cloud options.

This class regards its attendees as professionals seeking additional knowledge and willing to share their own. It is all about understanding the elements of a successful service management system and applying worldly knowledge and best practices, rather than studying a specific reference source.

"This class codifies a service management framework that makes others such as ITIL v3 more understandable, relevant and practical. Ian is able to explain the elements of a successful service management strategy in carefully offered soundbytes, and in the case of ITIL, produce a much more valuable reference", Cary King, Managing Partner, Minerva Enterprises

The class explains how to identify, document and manage points from which a service can be accessed, where customer interaction occurs, and how to design into service support practices the management of service encounters and the moments of truth they each contain.

"Ian is truly a master of service management and his materials and classes reflect this. He brings into each class a wealth of experiences and few match his cutting insights into the discipline of Service Management. He always gets people actively engaged in the conversation, not just sitting in their chairs as passive participants. In the process, he encourages people to contribute their point of view about the topic and helps weave everything together in a way that has it all get connected. This is the "gold standard" for service management training", Ken Gonzalez, Principal, Engaged Consulting, Inc.

"Ian leverages his rich and diverse background in IT and business, and blends it with a renewed focus on the customer experience in a way that challenges traditional IT service delivery models.  Ian's principles and guidance can help any IT organization develop a strategy to provide exceptional customer experiences in a practical and manageable way ", Scott Dresen, VP, Enterprise Technology Services, Spectrum Health

This is a true architects class that will differentiate and separate the individual from the crowd by providing know-how to establish a pragmatic and highly effective  approach to the design, development, implementation and ongoing operation of a customer centric and value focused service organization. 

Who Should Attend

This course will significantly benefit service management professionals responsible for the justification, design, development and introduction of a customer focused service management strategy.

Duration:

Four (4) days (9:00 - 5:00), end at 4:00pm on last day

Certification:

This class qualifies for professional development credits under the Service Management Society's Service Management Qualification Scheme.  A certificate of attendance and completion is provided to each registered attendee.