Service Management Workshops

Loose Lid Solutions  understands the value of workshops when it comes to restructuring your  service management practices. It's important that the right people are involved in open, honest dialogue, and that the workshop subject stays on topic, highlights the right issues and opportunities, and brings about the right decisions. 

Our most poular workshops are Service Catalogue, Service Desk, Communication Planning, and  ITIL® processes as detailed below. If you are intested in any of these workshops, please contact us.

                                                     

Service Catalogue

Creating a catalogue of your IT Services may sound simple, but have you given any thought to what 'services' actually are? This task can become confusing, and it's surprising how much work is required to get it right. Loose Lid Solutions has a great workshop which give examples of service catalogues, both customer facing and technical. In addition, the workshop enables discussion between the service provider and customer to keep the 'techno' speak at bay. The outcomes include a framework for your service catalogue, a plan on how it will be developed and presented, and a process for maintaining it throughout your service lifecycles. 

Service Desk

Your Service Desk is the department of first and lasting impressions. Your customers' perceptions of IT are often based on their experience at this single point of contact. It isn't uncommon for this critical organisational unit to be seen as the lowest point of hierarchy in the IT department, and yet it is the most powerful team in the universe, or at least in your service provider space! This workshop involves all areas of IT and representatives from your customer base. It aims to plan how the Service Desk will function and communicate within the IT department. In addition, it enables a relationship to form between the other support areas of IT, who in turn will develop a clear understanding of the Service Desk function, and how it needs to be supported. Outcomes include a better working environment within IT, and a greater understanding of why customers should use the Service Desk as a single point of contact.

Communication Planning

Have you ever wondered why we say "the IT department'"and not "the ICT department"? The department was traditionally called Information and Communication Technology. Loose Lid Solutions believes 'Communication' was dropped from the title because the department is useless at it! Unless the communication is transferred in bits through a cable, the IT department doesn't usually communicate well. It is why there is so much re-work, so many repeated incidents, so frequent failed changes and projects, and so many disheartened employees and customers. This workshop brings together people from within the IT department to create a long term comminication plan for all events and activities. The outcomes will include a better working relationship, decreased re-work, improved response and resolution times, fewer failed changes and projects, and increased customer and IT employee satisfaction.

ITIL® Processes

Working with Loose Lid Solutions means working with an ITIL® Expert who is experienced in developing new IT service management processes as well as analysing and improving existing processes. These workshops involve process owners as well as all related stakeholders (including IT customers) to create a holistic view of how your processes should perform. Outcomes include new or changed, processes (implemented or with planned implementation), process lifecycle plan, and a better understanding of what the processes should and can achieve.

ITIL® is a registered trade mark of The Cabinet Office.