IT Service Management : Optimizing Service Level & Satisfaction

IT Service Management : Optimizing Service Level & Satisfaction

Tanggal
30-31 Oktober 2012
4-5 Februari 2013
3-4 Juni 2013
3-4 Oktober 2013

Pukul
09.00 – 16.00 WIB

Tempat
Estubizi Business Center
Setiabudi 2 Building, 1st Floor
Jl. H.R Rasuna Said – Kuningan, Jakarta 12920

Objectives:
Upon completion of this program, participant will be able to:

• Understand how to manage service level and customer satisfaction
• Improving service desk performance
• Developing effective service strategy
• Understand the financial management for IT service

Target Audience:

• IT Manager
• IT & Audit Officer
• IT Security Officer

Outline

1. IT Service Management as a practice
   • Customer Management
   • Customer Satisfaction
2. Improving Your Service Desk
   • Handling people
   • Managing Expectation
3. Developing Effective Service Strategy for IT
   • Incident Management
   • Problem Management
   • Change Management
   • Configuration Management
   • Release Management
   • Service Level Management
   • Availability Management
   • Capacity Management
4. IT Service Continuity Management
   • Financial Management for IT Services
   • Service Improvement

Facilitators:
Irwin Utama MCITP., MCSE., CLS., CEH., ITILF., CISA
IT practitioner, consultant, trainer with over 15 years or experiences providing training in various organizations and companies

Adi Kurniawan
Speaker, motivator, coach who has experience bringing a variety of soft skill training (leadership, service, etc), IT application and team building programs which was attended by thousands of participants from various companies and organizations.

Investasi
Rp. 3.500.000/participant
(incl: Training kits, Certificate of attendance, 2x Coffee Break and Lunch)

Early Bird
Rp. 3.300.000/participant
(Completed registration + payment before 13 October 2012)