Practical Change Enablement Workshop
Virtual - Login from anywhere
11th October 2027 (1 Day)
9:00 AM - 4:30 PM GMT
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Overview
Learn how to introduce change safely, efficiently and with confidence while protecting customers, users and critical services.
This practical and interactive workshop explores how Change Enablement can balance speed, risk and service stability without creating unnecessary bureaucracy. Participants will examine the change lifecycle, risk-based decision-making, governance, communication, measurement and the important relationship between Change Enablement and Problem Management.
Drawing on relevant expectations within the SDI Global Best Practice Standard for Service Desk, the workshop helps participants move beyond process compliance towards a practice that is owned, evidence-led, measurable, human at heart and digital by design.
Why do I need Change Enablement?
Effective Change Enablement helps organisations to:
- Reduce failed changes and change-related disruption
- Protect customers, users and critical services
- Assess change according to risk, impact and business criticality
- Apply proportionate governance without unnecessary delay
- Improve communication with the Service Desk and stakeholders
- Use reliable data and evidence to support decisions
- Learn from successful, failed and emergency changes
- Deliver brilliant service outcomes, not simply process compliance
Course Content
- The purpose and value of Change Enablement
- Change Enablement vision, mission and behaviours
- The practical change lifecycle and key responsibilities
- Risk assessment, evidence and proportionate controls
- Governance, change authorities and the role of the CAB
- Process documentation and consistent working practice
- Service Desk, customer and stakeholder communication
- Data, digital workflows and appropriate automation
- Critical Success Factors, KPIs and management information
- Relevant Service Desk Certification best-practice expectations
- The relationship between Change Enablement and Problem Management
- A practical improvement roadmap
Who Should Attend
This workshop is suitable for:
- Change managers and Change Enablement practitioners
- Service Desk and service delivery professionals
- IT service management practitioners
- Technical, application and infrastructure teams
- Service and product owners
- Incident and Problem Management practitioners
- Project, programme, risk and governance professionals
- Organisations undertaking service improvement or preparing for Service Desk Certification
- Anyone responsible for improving change performance and service outcomes
Outcomes
By the end of the workshop, participants will be able to:
- Explain the purpose and value of Change Enablement
- Apply risk-based thinking to change assessment and approval
- Identify responsibilities and evidence across the change lifecycle
- Recognise control weaknesses and unnecessary bureaucracy
- Improve communication with the Service Desk, users and stakeholders
- Consider how data, technology and automation can strengthen the practice
- Select meaningful CSFs, KPIs and management information
- Relate Change Enablement to relevant SDI best-practice expectations
- Identify priorities for an improvement plan
Requirements
This is not a pre-recorded webinar and you will need:
- A computer with a webcam (We ask that webcams are turned on throughout the duration of the course).
- Microphone/headset .
- High-speed internet connection .
- Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
The SDI approach
This workshop reflects SDI’s commitment to inspiring and enabling IT service and support teams to deliver brilliant service:
- Authority: informed by the SDI Global Best Practice Standard and recognised service management practice
- Human at Heart: focused on customers, users, support teams, communication and collaboration
- Digital by Design: using data, digital workflows and technology purposefully from the outset
- Brilliant: moving beyond adequate or compliant practice to measurable service improvement
Participation in this workshop does not provide certification or demonstrate conformity with the SDI Global Best Practice Standard. It introduces relevant best-practice expectations and supports organisations seeking to assess or improve their current practices.
Preparation
Before attending, participants should consider:
- A recent successful or unsuccessful change
- An example of an emergency or frequently repeated change
- How change risk and approval are currently managed
- How the Service Desk is informed about change
- The main challenges within the current Change Enablement practice
Examples can be anonymised and should not contain confidential or commercially sensitive information.
In-house and bespoke delivery
This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.
An in-house workshop can incorporate your organisation’s processes, investigation methods, known error approach, performance measures, service scenarios and improvement objectives.
Find out more by visiting our bespoke and in-house training page.
Virtual - Login from anywhere
11th October 2027 (1 Day)
9:00 AM - 4:30 PM GMT
£645 each (exc. VAT)
Virtual
Service Desk Manager
Virtual
Service Desk Manager
Virtual
Service Desk Manager
Trainers
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ITSM Transformation & Service Excellence Expert Mike Kyffin helps organisations improve service performance, customer experience and operational...
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Added To Your Basket
Michael Kyffin, Head Of Consultancy Services, SDI
- Virtual - Login from anywhere
-
11th October 2027
(1Day)
9:00 AM - 4:30 PM GMT
-
£645 (exc. VAT)
What Would You Like To Do Next?
Practical Change Enablement Workshop
- Virtual - Login from anywhere
-
11th October 2027 (1 Day)
9:00 AM - 4:30 PM GMT
-
£645 (exc. VAT)