Recognise early indicators that support service satisfaction is drifting away from its intended design.
Designing Strategies to Measure Customer Satisfaction with Support Services
A working programme in support service satisfaction for managers who have to deliver with existing resources.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Availability targets for support service satisfaction are commercial commitments, whatever the engineering team calls them. Security and delivery speed are traded against each other in this strand of technology and systems delivery whether or not anyone says so. The programme is built to be used, and every section of this area of technology and systems delivery it covers ends in something applicable. Buying a tool rarely fixes support service satisfaction; the underlying capability has to be built internally first. Every module pairs a short input on the technology and systems delivery discipline with structured practice on the participant's own material. The content is relevant to those who own this strand of technology and systems delivery and to those who are held accountable for its results. The course leaves participants able to diagnose weaknesses in support service satisfaction before they become incidents. Mature organisations treat the wider technology and systems delivery agenda as a standing capability rather than a project that finishes. The programme closes with an action plan for this aspect of technology and systems delivery that each participant writes for their own organisation.
Expected Learning Outcomes
Design backup and recovery for support service satisfaction and prove it by restoring.
Manage change to support service satisfaction so every release can be rolled back.
Plan capacity for support service satisfaction against measured growth rather than optimism.
Prepare a short, evidence-based briefing on support service satisfaction for senior management.
Build incident response for support service satisfaction with defined severity and escalation.
Translate policy on support service satisfaction into procedures that hold up under day-to-day pressure.
Who Should Attend
Database administrators managing data within support service satisfaction.
Solution architects designing support service satisfaction.
IT managers and service owners responsible for support service satisfaction.
Managers in small and medium organisations who own support service satisfaction alongside other duties.
Service desk and support leads handling incidents in support service satisfaction.
Business partners who must understand support service satisfaction well enough to challenge it.
Course Modules
Support service satisfaction: backup, recovery and continuity
2 sessions · 8 pointsSession 1The cost of support service satisfaction and how to present it
- State the availability and recovery objectives for support service satisfaction as numbers.
- Build the competence framework that supports support service satisfaction.
- Agree the indicators that will show whether support service satisfaction is improving.
- Document the runbook for support service satisfaction to the level a new engineer could use.
Session 2Moving support service satisfaction from approval to execution
- Confirm that those complying with support service satisfaction understand why it exists.
- Verify six months later that changes to support service satisfaction have held.
- Confirm every release of support service satisfaction can be rolled back within a defined time.
- Close out actions on support service satisfaction rather than leaving them open indefinitely.
Support service satisfaction: architecture and designing for failure
2 sessions · 8 pointsSession 1Setting availability and recovery targets for support service satisfaction honestly
- Record the technical debt in support service satisfaction and schedule repayment.
- Confirm that reporting on support service satisfaction reaches the people who can act.
- Reduce the variation in how support service satisfaction is carried out between teams.
- Test the failover for support service satisfaction rather than assuming it works.
Session 2Dependencies and supply chain risk in support service satisfaction
- Plan the sequence in which improvements to support service satisfaction will be introduced.
- Assign responsibility for keeping documentation of support service satisfaction current.
- Define incident severity levels for support service satisfaction and the response each triggers.
- Build the internal briefing that explains support service satisfaction to those affected.
Support service satisfaction: documentation, support and handover
2 sessions · 8 pointsSession 1Testing support service satisfaction before relying on it
- Review logging on support service satisfaction for coverage and retention.
- Define the trigger that would require support service satisfaction to be redesigned.
- Confirm the support model and escalation path for support service satisfaction.
- Identify the single points of failure in support service satisfaction.
Session 2The change to support service satisfaction that caused the last outage
- Measure current load on support service satisfaction and project it forward twelve months.
- Assess the exit route from any cloud or vendor dependency in support service satisfaction.
- Identify the data already collected that bears on support service satisfaction.
- Set delivery and reliability indicators for support service satisfaction the team trusts.
Support service satisfaction: change control and rollback
2 sessions · 8 pointsSession 1Designing support service satisfaction around how it will fail
- Arrange the handover of support service satisfaction so capability survives staff changes.
- Set out the decisions in support service satisfaction that require sign-off and by whom.
- Run a load test on support service satisfaction at expected peak plus a margin.
- Set escalation thresholds for support service satisfaction that work out of hours.
Session 2Running an incident on support service satisfaction calmly
- Configure alerting on support service satisfaction that reflects what users experience.
- Check that records of support service satisfaction answer the questions likely to be asked.
- Apply change control to support service satisfaction including emergency changes.
- Review access rights on support service satisfaction and remove what is no longer needed.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
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