Service Management Strategies in the New Virtual World
Professional Development and Educational Workshop Days

November 30 - December 1, 2020
Virtual Online Event

This event occurs in the Eastern Time (ET) Zone for US and Canada.

workshop description

itSMF Canada will be hosting a workshop that you can attend live or view the recordings at a later date.  Join in live to take advantage of the networking opportunities and reach out to other event attendees from around the globe.

Six Tools for Business Process Analysis: A Useful and Fun Workshop

Date: December 1, 2020

Workshop Leader: Roger Burlton

Description: Business analysis and design should be a core competency for all analysts and change agents. It is a key component of your toolkit. In this workshop, Roger Burlton, a pioneer in process management and the author of the Business Process Manifesto, will introduce six key techniques that will be a little different and will help you - analysis and change professionals - to become better at what you do and make it easier for your clients to understand what’s going on and participate easily. We guarantee that you will want to and will be able to use these over and over again. During this workshop, you will have the opportunity to apply these techniques using a simple case study.

  • Stakeholder Exchanges, Expectations and Experiences
  • Concept / Information Maps
  • The Process IGOE Model
  • Multiple Dimensions of Measurement
  • Culture and Behavior Design
  • The Burlton Hexagon for Capability Assessment

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