Gain hands-on, in-depth learning in a small group setting with these half-day workshops. Send your team for a shared experience of gaining new skills, approaches and training they can apply on their next project!
Date Wednesday 19 August 2015
Venue UNSW CBD Campus
Level 6, Winter Garden, 1 O’Connell Street, Sydney CBD
Cost (Half-day Workshops) ITSMF Members: $500
Non-Members: $600
All prices are inclusive of GST and are in Australian Dollars. Half-day workshops include morning or afternoon tea, and lunch and access to the selected session(s) on the Workshop day.

Please note:

  • It is possible to attend the workshop(s) without attending the 2 day conference. The workshop(s) fees are NOT included in the fee for the 2 day conference.
  • The workshops will only go ahead if minimum numbers are met and will be confirmed by Wednesday 29 July. Places are strictly limited and will only be guaranteed if payment has been received. Late bookings may be accepted based on availability of places.

BSM: Basic Service Management with Rob England

Half day workshop | 9.00am - 12.30pm

Rob England Photo
How to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. This seminar describes a simple model for the basic principles of service management (for IT or anywhere else), based on Rob England’s book, BSM. All attendees get a copy of the book.
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Dead Cat Syndrome with Rob England

Half day workshop | 1.30pm - 5.00pm

Rob England Photo
Do you have a formalized and thorough production handover process in place, or are you throwing dead cats over the fence? In some organizations a project is deemed ready for production handover when it has passed testing. Testing addresses what ITIL calls Utility and Warranty: the system does what it should, and it does so reliably/dependably. But there is more to consider, and without these further considerations many projects are as welcome in production as a dead cat thrown over the fence. Rob will profile all the components to consider before a system is put into production. He’ll review several must-dos and best practices from ITIL, and he’ll also add other important components needed for Operational Acceptance.
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Building a DevOps Culture with Nicole Forsgren PhD

Half day workshop | 9.00am - 12.30pm

Nicole Forsgren Photo

Is your organization building a DevOps Culture, or are you just “doing agile” and calling it DevOps? Wait – and what is this DevOps thing anyway?
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Implementing Real-World Problem Management with Michael Hall

Half day workshop | 9.00am - 12.30pm

Michael Hall Photo

Problem management is the one IT service management process that tends to return more benefits more quickly than the others, as long as it is implemented correctly.
This workshop is based on the author’s popular book ‘Problem Management, An implementation guide for the real world’ and offers practical guidance on all aspects of implementing and running an effective problem management function, from proposition and justification of the function to different ways of organising it. The advice, recommendations, templates, examples and exercises will give practitioners, consultants and managers the tools they need to add real value to their businesses.

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Gotham City CSI (Continual Service Improvement) with Kathryn Howard

Half day workshop | 9.00am - 12.30pm

Kathryn Howard Photo
The endgame is service delivery assurance that’s balanced for agility, innovation and managed risk. With a CSI approach you are equipped to embrace relentless changing IT demand with the end in mind. The preferred state is not a calm predictable traditional Gotham City free of villains and superheroes but one of continuous innovation of customer service and delivery that needs to manage and accommodate these folk.
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Increase your personal productivity with KANBAN for 1! with Sandy Mamoli

Half day workshop | 1.30pm - 5.00pm

Sandy Mamoli Photo
Do you have too much to do? Do you constantly get interrupted? Are you drowning in emails? Are you juggling so many things that it sometimes feels like you don’t get anything done?
If you answered ‘yes’ to any of these questions, Kanbanfor1 is for you!
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Customer-driven service improvement with Net Promoter® with Dave O'Reardon

Half day workshop | 9.00am - 12.30pm

Dave O'Reardon Photo
IT teams that make customer feedback central to their improvement plans are seeing impressive increases in IT customer satisfaction and to IT’s reputation. When you don’t put customer feedback to good use, you often miss the opportunity to identify the little improvements that can make a big difference. And you risk underinvesting in areas that need improving and overinvesting in areas that don’t.
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Leading and Building Customer Value without Selling Your Soul with Sharron Spratt and Korrine Jones

Half day workshop | 1.30pm - 5.00pm

Sharron Spratt Photo
Korrine Jones Photo
Many ITSM teams are very technically skilled, but find the delivery of customer value challenging. This is often due to a lack of understanding of what their customers need and the people skills to be able to deliver it. The cost to the organisation is poorly coordinated and delivered service management.
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