Have you ever considered measuring your service desk’s performance against a globally recognised industry standard or benchmark?
Join us at this free, interactive half-day event. You’ll be given an overview of SDI’s global best practice Service Desk Standard and shown how, by benchmarking against the framework for service desk excellence, you can evaluate your service desk’s maturity and create a working roadmap for improvement.
During the day you’ll discover how to begin your journey to continual service improvement and, by working in groups with the other delegates, you’ll uncover powerful ways to quickly and easily improve your service operation.
We’ll also show you how to improve the value you deliver to your customers by using SDI’s Service Desk Certification (SDC) programme and you will hear stories from organisationsin Latin America who have used the best practice Standard to achieve Service Desk Certification.
8:40 Arrival, tea and coffee
9:00 Welcome – Mauricio Corona
9:10 What is Service Desk Benchmarking? – David Wright
10:00 Case Study – The Service Improvement Journey – Damian Bowen
10:30 Tea and coffee break
10:45 The Auditor’s View – Assessing service desk maturity against the global service desk standard – Barclay Rae
11:15 Service Improvement in Latin America, the story so far – Mauricio Corona
11:45 Interactive workshop – Discuss in groups your improvement challenges and find way to overcome them together
12:45 Workshop feedback
13:15 Summary and close
Chief Value Officer, SDI
Socio Director, BP Gurus
Service Management Consultant
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