Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDF (Service Desk Foundation) courseware.
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Personally designed (content + graphics design), officially accredited BiSL® (Business Information Services Library) Foundation courseware.
BiSL® is a Registered Trade Mark of ASL BiSL Foundation.
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Personally designed (content + graphics design), officially accredited AgilePgM® (Agile Programme Management) Foundation courseware.
AgilePgM® is a Registered Trade Mark of Dynamic Systems Development Method Limited.
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Personally designed, officially accredited Lean IT Foundation courseware.
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Personally designed (content + graphics design), officially accredited ASL®2 (Application Services Library) Foundation courseware.
ASL® is a Registered Trade Mark of ASL BiSL Foundation.
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Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDM (Service Desk Manager) courseware.
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Personally designed (content + graphics design), officially accredited Earned Value Management Foundation courseware.
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Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.
ITIL® is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited BiSL® (Business Information Services Library) Foundation courseware.
BiSL® is a Registered Trade Mark of ASL BiSL Foundation.
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Personally designed (content + graphics design), officially accredited AgilePgM® (Agile Programme Management) Foundation courseware.
AgilePgM® is a Registered Trade Mark of Dynamic Systems Development Method Limited.
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Personally designed, officially accredited Lean IT Foundation courseware.
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Personally designed (content + graphics design), officially accredited ASL®2 (Application Services Library) Foundation courseware.
ASL® is a Registered Trade Mark of ASL BiSL Foundation.
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Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDM (Service Desk Manager) courseware.
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Personally designed (content + graphics design), officially accredited Earned Value Management Foundation courseware.
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Personally designed (content + graphics design), officially accredited ITIL® Foundation courseware.
ITIL® is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited MoV® Foundation courseware.
MoV® (Management of Value) is part of the AXELOS Global Best Practice Guidance.
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Personally designed, officially accredited Facilitation courseware.
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Personally designed (content + graphics design), officially accredited M_o_R® Foundation courseware.
M_o_R® (Management of Risk) is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited REQB® - Foundation Level Requirements Manager courseware.
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Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDA (Service Desk Analyst) courseware.
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Personally designed (content + graphics design), officially accredited Managing Benefits Foundation courseware.
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Personally designed (content + graphics design), officially accredited MSP® Foundation courseware.
MSP® (Managing Successful Programmes) is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited BBC (Better Business Cases) Foundation courseware.
The Better Business Cases is a trade mark of Her Majesty's Treasury. DSDM, Atern, AgilePM, AgilePgM, AgilePF are Registered Trade Marks of Dynamic Systems Development Method Limited.
Personally designed (content + graphics design), officially accredited APMP: The APM Project Management Qualification courseware.
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Personally designed (content + graphics design), officially accredited REQB® - Advanced Level Requirements Manager courseware.
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Personally designed (content + graphics design), officially accredited MoP® Foundation courseware.
MoP® (Management of Portfolios) is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited DSDM® Atern® Foundation courseware.
DSDM® and Atern® are a Registered Trade Marks of Dynamic Systems Development Method Limited.
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Personally designed (content + graphics design), officially accredited COBIT®5 Assessor courseware.
COBIT® is a trademark of ISACA® registered in the United States and other countries.
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Personally designed (content + graphics design), officially accredited IQBBA® CFLBA (Certified Foundation Level Business Analyst) courseware.
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Personally designed (content + graphics design), officially accredited PRINCE2® Foundation courseware.
PRINCE2® (Projects IN Controlled Environments) is part of the AXELOS Global Best Practice Guidance.
Personally designed (content + graphics design), officially accredited AgileBA® (Agile Business Analysis) Foundation courseware.
AgilePB® is a Registered Trade Mark of Dynamic Systems Development Method Limited.
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Presentación sobre la Reforma Energética realizada por el director de Petróleos Mexicanos, Emilio Lozoya, en el marco de la Reunión Anual de Embajadores y Cónsules en la Secretaría de Relaciones Exteriores.
Personally designed (content + graphics design), officially accredited MoV® Foundation courseware.
MoV® (Management of Value) is part of the AXELOS Global Best Practice Guidance.
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Personally designed, officially accredited Facilitation courseware.
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Personally designed (content + graphics design), officially accredited M_o_R® Foundation courseware.
M_o_R® (Management of Risk) is part of the AXELOS Global Best Practice Guidance.
Trademarks are properties of the holders, who are not affiliated with courseware author.
Personally designed (content + graphics design), officially accredited REQB® - Foundation Level Requirements Manager courseware.
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Personally designed (content + graphics design), officially accredited SDI (Service Desk Institute) SDA (Service Desk Analyst) courseware.
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Personally designed (content + graphics design), officially accredited Managing Benefits Foundation courseware.
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Personally designed (content + graphics design), officially accredited MSP® Foundation courseware.
MSP® (Managing Successful Programmes) is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited BBC (Better Business Cases) Foundation courseware.
The Better Business Cases is a trade mark of Her Majesty's Treasury. DSDM, Atern, AgilePM, AgilePgM, AgilePF are Registered Trade Marks of Dynamic Systems Development Method Limited.
Personally designed (content + graphics design), officially accredited APMP: The APM Project Management Qualification courseware.
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Personally designed (content + graphics design), officially accredited REQB® - Advanced Level Requirements Manager courseware.
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Personally designed (content + graphics design), officially accredited MoP® Foundation courseware.
MoP® (Management of Portfolios) is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited DSDM® Atern® Foundation courseware.
DSDM® and Atern® are a Registered Trade Marks of Dynamic Systems Development Method Limited.
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Personally designed (content + graphics design), officially accredited COBIT®5 Assessor courseware.
COBIT® is a trademark of ISACA® registered in the United States and other countries.
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Personally designed (content + graphics design), officially accredited IQBBA® CFLBA (Certified Foundation Level Business Analyst) courseware.
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Personally designed (content + graphics design), officially accredited PRINCE2® Foundation courseware.
PRINCE2® (Projects IN Controlled Environments) is part of the AXELOS Global Best Practice Guidance.
Personally designed (content + graphics design), officially accredited AgileBA® (Agile Business Analysis) Foundation courseware.
AgilePB® is a Registered Trade Mark of Dynamic Systems Development Method Limited.
Trademarks are properties of the holders, who are not affiliated with courseware author.
Presentación sobre la Reforma Energética realizada por el director de Petróleos Mexicanos, Emilio Lozoya, en el marco de la Reunión Anual de Embajadores y Cónsules en la Secretaría de Relaciones Exteriores.
The challenges of email design approaches continues to grow dramatically as the number of mobile platforms increases. In this session from Silverpop's 2011 client summit you'll learn from email design experts Justine Jordan, Litmus and Jay Jhun, Engauge, the critical best practices and emerging approaches to designing emails that render well across all platforms – mobile, Web and desktop.
Kommbox has inbuilt two way email integration. Not only are email notifications are sent out to the users, but users can also interact with Kommbox by sending email. This tutorial covers these aspects.
We are Superhouse ltd., a leading manufacturer and exporter of all types of jackets (coats, parkas, blazers, technical jackets and more) in virtually every material.
BlackHat Europe 2013 - Practical Attacks against Mobile Device Management (MDM)Lacoon Mobile Security
Spyphones are surveillance tools surreptitiously planted on a user’s handheld device. While malicious mobile applications, mainly phone fraud applications distributed through common application channels, target the typical consumer, spyphones are nation states tool of attacks. Why? Once installed, the software stealthy gathers information such as text messages (SMS), geo-location information, emails and even surround-recordings.
How are these mobile cyber-espionage attacks carried out? In this engaging session, we present novel proof-of-concept attack techniques - both on Android and iOS devices - which bypass traditional mobile malware detection measures- and even circumvent common Mobile Device Management (MDM) features, such as encryption.
Personally designed (content + graphics design), officially accredited Change Management Foundation courseware.
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Personally designed, Professional Scrum Master (PSM-I) courseware.
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Personally designed, Professional Scrum Product Owner (PSPO-I) courseware.
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Personally designed (content + graphics design), officially accredited PRINCE2 Agile® Practitioner courseware.
PRINCE2® (Projects IN Controlled Environments) Agile is part of the AXELOS Global Best Practice Guidance.
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Personally designed (content + graphics design), officially accredited COBIT®5 Implementation courseware.
COBIT® is a trademark of ISACA® registered in the United States and other countries.
Trademarks are properties of the holders, who are not affiliated with courseware author.
Personally designed (content + graphics design), officially accredited COBIT®5 Foundation courseware.
COBIT® is a trademark of ISACA® registered in the United States and other countries.
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Personally designed (content + graphics design), officially accredited OBASHI® Foundation courseware.
OBASHI® is a Registered Trade Mark in the United Kingdom and other countries.
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Personally designed (content + graphics design), officially accredited AgilePM® V2 (Agile Project Management V2) Foundation courseware.
AgilePM® is a Registered Trade Mark of Dynamic Systems Development Method Limited.
Trademarks are properties of the holders, who are not affiliated with courseware author.
Personally designed (content + graphics design), officially accredited AgilePM® (Agile Project Management) Foundation courseware.
AgilePM® is a Registered Trade Mark of Dynamic Systems Development Method Limited.
Trademarks are properties of the holders, who are not affiliated with courseware author.
More from Mirosław Dąbrowski C-level IT manager, CEO, Agile, ICF Coach, Speaker (9)
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
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Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Buy Verified PayPal Account | Buy Google 5 Star Reviewsusawebmarket
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The Influence of Marketing Strategy and Market Competition on Business Perfor...
SDI - Service Desk Foundation
1. Course accredited by APMG International, in alignment with
SDI Service Desk Foundation Standards.
2. Start and finish Course style
LunchCoffee and breaks
M00 - Course introduction 2/9 | 2/214
3. On completion of this course you will
be able to:
Recall the three key concepts on which
the customer service and support
specialist standards are based
Describe the role and responsibilities
of the customer service and support
specialist
Describe the service desk environment
and the benefits of using best practices
Recognise the role of support in today's
business environment
M00 - Course introduction 3/9 | 3/214
4. Recognise the skills and competencies
required for success:
Service commitments, ethics and attitude
Appreciate the value of teamwork
Build effective business relationships
Use basic communication skills –
verbal and non-verbal, listening,
writing and questioning
Use techniques for: developing rapport, effective
negotiation and conflict resolution, and stress and
time management
Demonstrate your call management skills
and use techniques for dealing with difficult
people
M00 - Course introduction 4/9 | 4/214
5. Recall the requirements for using social
media tools effectively to deliver support
Describe the role of the service desk
in the core IT service management
processes
Recognise the value and importance of
SLAs, OLAs and underpinning contracts
Describe the value and importance of
quality assurance practices
Recall the value of metrics
Take the Service Desk Foundation exam
M00 - Course introduction 5/9 | 5/214
6. Please share with the class:
Your name and surname
Your organization
Your profession
Title, function, job responsibilities
Your experience with service desk
Your personal session expectations
M00 - Course introduction 6/9 | 6/214
7. Exam
Paper based and closed book exam
Only pencil and eraser are allowed
Simple multiple (ABCD) choice exam
Only one answer is correct
60 questions, pass mark is 45 (75%)
1 hour exam
No negative points, no “Tricky Questions”
No pre-requisite for Foundation exam
Sample, two (official) mock exams are
provided to you
Candidates completing an examination in a language that
is not their mother tongue, will receive additional time
M00 - Course introduction 7/9 | 7/214
8. Mission
To enable organisations to enhance the value of business
and IT integration through exceptional IT service and
support by:
Setting global industry standards
Delivering thought-leadership and knowledge
Influencing service improvement for
individuals and organisations
M00 - Course introduction 8/9 | 8/214
9. twitter.com/mirodabrowski
linkedin.com/in/miroslawdabrowski
google.com/+miroslawdabrowski
miroslaw_dabrowski
www.miroslawdabrowski.com
Mirosław Dąbrowski
Agile Coach, Trainer, Consultant
(former JEE/PHP developer, UX/UI designer, BA/SA)
Creator Writer / Translator Trainer / Coach
• Creator of 50+ mind maps from PPM and related
topics (2mln views): miroslawdabrowski.com
• Lead author of more than 50+ accredited materials
from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL,
M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP,
CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc.
• Creator of 50+ interactive mind maps from PPM
topics: mindmeister.com/users/channel/2757050
• Product Owner of biggest Polish project
management portal: 4PM: 4pm.pl (15.000+ views
each month)
• Editorial Board Member of Official PMI Poland
Chapter magazine: “Strefa PMI”: strefapmi.pl
• Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods
translator for Polish language
• English speaking, international, independent
trainer and coach from multiple domains.
• Master Lead Trainer
• 11+ years in training and coaching / 15.000+ hours
• 100+ certifications
• 5000+ people trained and coached
• 25+ trainers trained and coached
linkedin.com/in/miroslawdabrowski
Agile Coach / Scrum Master PM / IT architect Notable clients
• 8+ years of experience with Agile projects as a
Scrum Master, Product Owner and Agile Coach
• Coached 25+ teams from Agile and Scrum
• Agile Coach coaching C-level executives
• Scrum Master facilitating multiple teams
experienced with UX/UI + Dev teams
• Experience multiple Agile methods
• Author of AgilePM/DSDM Project Health Check
Questionnaire (PHCQ) audit tool
• Dozens of mobile and ecommerce projects
• IT architect experienced in IT projects with budget
above 10mln PLN and timeline of 3+ years
• Experienced with (“traditional”) projects under high
security, audit and compliance requirements based
on ISO/EIC 27001
• 25+ web portal design and development and
mobile application projects with iterative,
incremental and adaptive approach
ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank,
Descom, Ericsson, Ericpol, Euler Hermes, General Electric,
Glencore, HP Global Business Center, Ideo, Infovide-Matrix,
Interia, Kemira, Lufthansa Systems, Media-Satrun Group,
Ministry of Defense (Poland), Ministry of Justice (Poland),
Nokia Siemens Networks, Oracle, Orange, Polish Air Force,
Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom,
Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy,
Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…
miroslawdabrowski.com/about-me/clients-and-references/
Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved
Trainer: (MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management,
Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,
DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0,
ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development /
Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM
Simulation …
M00 - Course introduction 9/9 | 9/214
10.
11. 1. Roles and Responsibilities
2. Relationship Management
3. Communication Skills for the Support Specialist
4. Conflict Management Without Tears
5. Developing a Professional Customer Service Attitude
6. Processes and Procedures for the Support Specialist
7. Introduction to Effective Process Management
8. Quality Assurance and Service Desk Metrics
M01 - Roles and Responsibilities 2/27 | 11/214
12. 1. Examine the role and responsibilities of customer service
and support specialist and the service desk
2. Discuss the responsibilities of the customer
3. Review the evolution of IT support
4. Review support industry best practices and the
importance of adhering to company policies
5. Examine the reasons for honouring
service commitments and displaying
a service attitude
M01 - Roles and Responsibilities 3/27 | 12/214
13. To represent the service desk in a professional manner
To consistently deliver quality customer service
M01 - Roles and Responsibilities 4/27 | 13/214
14. Maintain and enhance customer satisfaction throughout the life-cycle
of all service desk interactions in a respectful, courteous and positive
manner.
Perception equals REALITY
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15. Treat customers in a respectful, courteous and positive manner
Interact with customers through phone, fax, email, Instant Messaging
(IM) and chat
Screen and document calls
Schedule appointments for engineers and analysts
Close calls
Manage customer expectations
Resolve (or assisting in the resolution of) customer incidents and
service requests
Take ownership (as appropriate) of customer interactions
Recognise potential selling and marketing opportunities and know
what do to with them
Stay informed about the industry
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16. To serve as a single point of contact (SPOC)
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17. Develop and implement service desk goals that align with the
organisation’s business objectives
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18. Manage customer expectations
Keeping the organisation and/or supported customer performing at the highest
level possible
Provide the customer with a first contact resolution where possible
Providing fast, responsive and consistent quality service within agreed service
levels
Manage compliments and complaints
Balance support expenses to deliver optimum levels of quality and
cost effectiveness
Provide a clear communication channel between customers and the
IT organization
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19. Follow the organisation’s policies, processes and procedures
Adhere to, police and support the organisation's security policies/requirements
Demonstrate the value and contribution of the service desk to the
organisation
Contribute to knowledge creation and maintenance
Develop and implement effective processes and procedures
Identify service improvement initiatives
Being aware of appropriate societal and environmental issues and
responsibilities relating to the service desk
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20. Understand and comply with the contents of the service level
agreement
Contact the service desk about all IT interactions and requirements
using the appropriate and agreed channels
Provide analysts / specialists with the information required to resolve
incidents and service requests
Provide feedback
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21. Paper-based call logging
Automated call logging and
tracking
Phone based (voice and fax)
Internet and Web-based
Instant Messaging (IM) and chat
Customer Relationship
Management (CRM)
Universal queue and universal
agent
E-mail
Customer self-service/self-help
Remote support
Social media
Standard 1.2.4
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22. SDI best practices (and related best practices):
ITIL® Framework
BiSL® Framework
ISO/IEC 20000
ISO 9000 (series)
ISO/IEC 27000 (series)
ISO/EIS 27001, ISO/EIC 27002, ISO/EIC 27003, ISO/EIC 27004, ISO/EIC 27005
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23. All organisations have standards of professionalism and behaviour
that they expect all employees to adhere to.
These policies are very important because they clearly set out the
expectations and requirements of the organisation.
The importance of adhering to them
Supports consistent behaviour
Provides a framework for the analyst to work within
Provides a framework for consistent service
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24. The key objectives are to:
Provide clear definitions of the boundaries to work within
Provide a code of conduct
Define procedures for dealing with inappropriate behaviour
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26. Consistent service means
All customers receive the same quality of
service
Priority levels consistently assigned in
accordance with the SLA
Support staff who excel in their jobs
rarely do so because of technical skills
alone - they have the ability to deal with
people effectively.
Service Commitments and Ethics Quality of service
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27. Improves quality of the support service
Ensures analysts provide consistent service
Contributes to improved efficiencies and productivity
Provides an effective way of working with 2nd level support and
external suppliers
Increases customer satisfaction
Establishes credibility for analysts and the service desk
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28. Being responsible for:
Taking ownership of customer interactions and following them up in a timely
manner
Admitting to errors
Showing willingness to learn from mistakes and improve
Adhering to work schedules
Behaving and dressing appropriately in accordance with the organisation’s policy
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29. Establishes credibility for individual analysts, the team and the
organisation
Increases customer satisfaction
Improves employee morale
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30. Keep customers advised of the steps being taken to resolve their issue
Give customers accurate information without blaming others
Focus customer interactions on the resolution
Demonstrate professionalism and promote positive results
Be aware of personal conduct outside the service desk and the work
environment
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31. Takes ownership and sees through to
conclusion
Has a sincere willingness to help
Maintains a positive attitude
Shows respect and courtesy
Is focussed and attentive
Focusses on business needs while
providing the best possible service to
customers
There are many rewards to be gained
when we work towards improving our
service focus:
It sets the customer's expectations
It creates a positive impression
It helps to gain the customer’s confidence
and trust
It builds rapport
Good attitudes are contagious
It enhances future contacts with the
customer
It increases customer satisfaction
Characteristics Impact
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32. Greet every customer in the same way
Listen and convey empathy
Exceed expectations and realise they may change
Develop measurable processes and procedures
Encourage excellent customer service in others
Honour commitments
Standard 1.6.3
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33. It is generally accepted that it costs between 5-10 times more to
acquire a new customer than it costs to retain an existing one.
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34. On average:
A dissatisfied customer will tell 9 or 10 other people and about 13% will tell
more than 20 other people.
For every complaint received there are at least 24 not registered - 6 of which are
serious.
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35. M01 - Roles and Responsibilities 26/27 | 35/214
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