Webinars to help your service management initiative succeed.

Five great webinars:
- Introduction to the Service Management Best Practice Statement Library
- Close Encounters of the Service Kind
- Service Incident Management 101
- Service Change Management 101
- Service Configuration Management 101

All registrants will receive a 50% discount on the Guide to Universal Service Management Body of Knowledge publication.

An Introduction to the Service Management Best Practice Library
An overview of a vital online desktop reference for service management professionals, containing more than 3500 best practice statements within the Universal Service Management Body of Knowledge, and over 1100 as part of a comprehensive analysis of the IT Infrastructure Library (ITIL).
Mon, Sep 28, 2009 11:00 AM - 11:50 AM PDT (-8hr GMT)
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Close Encounters of the Service Kind
An exploration of the 'service encounter' concept, the five common kinds of encounters, how encounters drive service provider service requests, workload and costs, and the benefit of managing incident and change encounters as types of service requests..
Tue, Sep 29, 2009 11:00 AM - 11:45 AM PDT (-8hr GMT)
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Service Incident Management 101
A comprehensive introduction to managing incidents as they relate to customer activities and service level guarantees - service incident management, including, key concepts, the 15 major activities, and how to integrate the processing of incidents with service requests.
Wed, Sep 30, 2009 11:00 AM - 11:45 AM PDT (-8hr GMT)
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Service Change Management 101
A comprehensive overview, an immersion, to managing the four common types of maintenance as requests for change to a service - service change management, including key concepts, the 15 major activities, and how to integrate the processing of changes with service requests.
Wed, Sep 30, 2009 13:00 PM - 13:45 PM PDT (-8hr GMT)
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Service Configuration Management 101
A detailed introduction to the discovery and maintenance of an accurate description of the relationship between the infrastructure components required to provide a service - service configuration management, including key concepts, the 15 major activities, and application of universal configuration management methods to a service management system.
Thu, Oct 1, 2009 11:00 AM - 11:45 AM PDT (-8hr GMT)
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