Based on our experience with tens of thousands of IT professionals, we know that they work very hard and are committed to providing their clients with excellent service. Unfortunately, IT folks deliver service based on what they, not their clients, think is important. This disconnect is why IT continues to miss the bull’s eye and think that achieving 100% client satisfaction is not attainable. The mark has changed now due in part to resource constraints, increasing expectations, and clients who are experienced technical consumers.

"Achieving IT Service Excellence" is a proven workshop that will help everyone from the CIO to the individual contributor deliver consistent service and hit the client’s expectations every time. It will also help develop an understanding of how to modify those expectations (both of IT and the client-base) as needed. This workshop will help you and your organization build a common definition of service and understand what is important from your clients’ perspective. It also provides the building blocks for a successful IT Service Strategy to ensure you are positioned to deliver the right things to the right clients at the right time – not all things to all clients.

By participating in this highly interactive, two-day workshop, you will come away with a fresh approach and new ideas for tackling even the most difficult service challenges. You will also take away a set of practical skills, tools and techniques that will position your IT organization as the competitive "provider of first choice."

AT THIS WORKSHOP YOU WILL LEARN HOW TO:

• Develop your IT service strategy based on five major components
• Increase IT client satisfaction
• Measure IT through the eyes of your clients
• Identify, manage, and adjust to client expectations
• Encourage client complaints
• Manage difficult client situations
• Deliver the five things IT clients want most
• Make the most of each "Moment of Truth"
• Embed a consistent service philosophy
• Implement both individual and team action plans
• Click here for Public Workshop Schedule

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