Workshop description:
The help desk audit is an essential tool for analysing your support service operations. During this full day workshop, attendees will go through an evaluation of their help desk environment. Five blocks will be studied including foundation, people, process, tools, and customer relationship. Attendees will share their experiences - both good and bad - and compare their operations to industry best practices. The audit utilises the best selling book, The Help Desk Audit: Blueprint for Success to assist in the analysis and data gathering.

Workshop outline:• Help Desk Foundation
• Help Desk Mission/Vision
• Help Desk Structure
• Products and Services Provided

People
• Help Desk Staff
• Performance Metrics
• Training and Staff Development

Process
• Call Handling
• Incident Management
• Incident Escalation

Tools
• Tools and Technologies
• eSupport and Knowledge Management

Customer Management
• Service Level Management
• Customer Satisfaction Measurement
• Customer Communication

Overall Support Maturity
The audit process includes a maturity model that ranks each organisation as immature, emergent, mature or advanced in each of the fourteen areas. The overall maturity ranking is based upon the results of the individual audits. After the conclusion of the workshop attendees can enter their scores on the BlueprintAudits.com website and receive a free Industry Maturity Report that will show how their results compare to the service and support industry.

Your masterclass leader:
Julie Mohr
Principal Research Analyst
BlueprintAudits.com and
Author
“The Help Desk Audit: Blueprint for Success”

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Workshop description:Life, especially corporate life, appears to be getting more and more stressful. This workshop will give you the opportunity to learn more about your own stress and how to manage yourself. Take the opportunity to look at things in a different way with this interactive session.

Learn more about:
• Where your stress comes from
• Ways to reduce stress in the workplace
• Understand the physical, psychological and behavioural signs of stress
• Understanding of the ABC model of stress management
• Apply stress management strategies to deal with personal and workplace stress
• Identify beliefs and attitudes that may be contributing to stress
• Create action plan to instigate a personal stress management strategy

Your masterclass leader:
Sue Langley
Managing Director
Emotional Intelligence Online

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Workshop description:
In this master class Martijn will outline an iterative and experiential approach to the implementation of service management proven to lead to successful outcomes. Cornerstones of the approach include increased personal awareness and consistency for the change agent, well defined maturity models and measurable progress – both in terms of process artefacts and in terms of enhanced functioning of the affected parts in the organisation.

Learning outcomes:
• Understand the fundamental role of leadership
• Explore the relevance of the maturity based approach
• Understand the impact of social networks in organisations
• Identify personal leadership competencies
• Personal exploration as an essential ingredient of change
 

Your masterclass leader:
Martijn Schroder
Senior Consultant
Opticon Australia

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Workshop description:
Traditional management style is for the manager to make the decisions and tell the staff what to do. This will simply not work in today’s multi-generational environment. There is a far more effective way to manage... it is to lead.

Workshop learning outcomes:• Understand the difference between management and leadership
• Look at your own preferences and where you might need to change your style
• Learn how to understand your people and their strengths
• Learning how to harness the power of your team to:
• Increase Productivity
• Increase Customer Satisfaction
• Improve Communication
• Reduce Stress
• Improve work/life balance

Your masterclass leader:
Brad Cork
Managing Director
Improving People

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