With in-house courses, also check the following: Name contact person; are they in the course or not? If not, will they kick off? (preferably yes!) With large organisations, make sure you’ve got the right building Specific expectations How well do the participants know each other? Do they get on well with each other? Starting time; end time; break & lunch times (is tea & lunch provided? Where: on location or somewhere else?) Just before the course (early that day) Make sure you: Pack the following: Binder Books (ITIL, Kotter, Quality, anything that is relevant) Contact details (where relevant) Be on time: generally, this means 45 – 60 minutes in advance on the first day Check that the projector works with your laptop (this is the main reason for arriving really early the first day) Check the classroom set up: does it align with the number of participants? Meet the contact (where relevant) Starting the course Explain the following: Who you are What the course is about Generic items: emergency exits, mobile phones, toilets, breaks etc.
Course structure and nature (lots of discussion!) Make sure: You understand the participants’ background & expectations (write expectations down – exercise 1) They understand your impressive background and why they’re v.
lucky to have you as their presenter Closing the course — Difficult situations This is from my personal experience (please add!): DS (difficult situation): ES (easy solution): Projector doesn’t work Change bulb, or better, get someone to do it Get another projector Get another laptop: make sure you’ve got the presentation on CD The course is designed in such a way that you easily do without the slides on the first morning; they become really relevant when presenting ITIL Participants are v.
high level / bored Switch from presenting to discussing Ask questions Get them to ‘design the best practice framework’ and cross-check for correct terminology (I’ve tried this and it works!) Participants are sent by their manager / unmotivated Search for their ‘passion’.
Everyone is passionate about something – what makes these people tick? If you think outside the square, you’ll find you can almost always relate it to ITSM concepts Use non-IT examples There is too much discussion, you’re never going to finish in time Switch from ‘being participant’ to ‘being time manager’.
Create clear & strict time guidelines for yourself on each topic and stick to it! Remember: managing time is your responsibility, never the participants’.
Materials The main materials for this course are: Slides Exercises Handouts — Syllabus Extract The syllabus extract is taken from the old ‘The Art of Service Foundation’ course syllabus.
It is essentially the first several chapters on ITSM, Objective Tree and then the section on the Service Desk.
The instructor can use the material if explaining basic ITSM concepts or as a referral for participants to read in their own time.
This course is not an ITIL Theory course, so the material is really a bonus for participants.
Customer Expectations of this 1 day workshop This is NOT an ITIL Service Desk course!!!!!! Explain that you use the term ‘Service Desk’ as a generic statement and that it covers Call Centres, Help Desks and Service Desks.
Note that the marketing behind this one day course: Executive-level sessions The latest on call center/Internet integration Secrets of effective recruiting and hiring Case Studies & successful implementation Cultivating successful self-service systems Getting the budget you need Monitoring and coaching for improved performance Building compelling career paths Reporting throughout the call centre and organisation Improving results with the resources you already have Supercharged supervision
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