2Grips organizes on a regular basis, compact, interactive and practical (IT) Service Management workshops on different locations in Belgium and The Netherlands for anyone to participate.

These ITSM workshops focus on hot topics, common bottlenecks, industry knowledge and frequently asked questions. The objective is to generate ideas, provide takeaways and to deliver quick wins for the participants to be utilized wherever possible within your business or organization.

The workshops are led by one of our senior ITSM specialists who have years of hands-on experience with the subject at hand.

2Grips Service Management Workshops
Corona Covid-19 Update

We are currently in uncertain times. Because we don’t know for how long this situation will continue, we’ve decided to proceed with our workshop sessions as scheduled, either at the planned location or remotely with online video.

Workshop: “XLA’s in practice”
  • 2020, May 11 – Igluu Eindhoven, The Netherlands
  • 2020, May 15 – Officenter Brussels, Belgium

Growing numbers of companies are coming to recognize the benefits of managing customer experience: higher revenues, lower costs, and stronger employee and customer loyalty. Also within the field of Service Management the focus is shifting from SLA’s towards more end-user satisfaction oriented objectives. Our IT organisations are confronted with the question of how relevant their current SLA metrics are in driving improved customer satisfaction and service experience. Key to this topic are XLA’s, standing for Xperience Level Agreements. Although the word may sound familiar to you, the concept of XLA also raises a lot of questions.

What’s an XLA? What is the difference with an SLA? How do you build an XLA and how do you measure them?

In this practice-oriented workshop we share our knowledge and experience with you. After a clear definition of the XLA concept, we take a deep dive into a possible step-by-step plan for building XLA’s. By using practical examples we will guide you on your way to working with XLA’s.
We share our experiences and give you tips, but because we love interaction, we also like to discuss your challenges and solutions.

Who should attend
Workshop: “Success in Outsourcing”
  • 2020, June 2 – Officenter Brussels, Belgium
  • 2020, June 4 – Igluu Eindhoven, The Netherlands

Almost every organisation and IT department today purchases services from IT service providers. Several reasons and global trends are at the root of this. Focusing on core processes and taking advantage of working with external service providers was first introduced in the 70′ and 80′. ‘Outsourcing’ was formally recognized as a business strategy in ’98 and has grown rapidly since then. However, without effective orchestration and management of the various service providers, many of the hoped-for benefits will not be realized for the customer organization. Gartner even states “Governance is key to successful multi-sourcing”.

This workshop is far from theoretical. We briefly look at which orchestration and management is proposed on the basis of a good practice. Even more important is the practical applicability in tackling the challenges that the workshop participants bring to the table.

Who should attend
Come along or send someone of your team to our Service Management Workshops.

These workshops are free of charge, compact (max. 2 hours) and on easily accessible locations. Join an intimate group of peers for a variety of Service Management workshops. Attendees are welcome and encouraged to bring their own real-world scenarios for discussion.

  • 2 Hours with experts and peers
  • To discuss an ITSM topic
  • Practical and interactive
  • Feel free to bring your own questions
  • Free of charge

XLA’s in practice

  • May 11, 2020
  • 10 a.m. to 12 p.m.
  • Igluu Eindhoven

XLA’s in practice

  • May 15, 2020
  • 10 a.m. to 12 p.m.
  • Officenter Brussels

Success in Outsourcing

  • June 2, 2020
  • 10 a.m. to 12 p.m.
  • Officenter Brussels

Success in Outsourcing

  • June 4, 2020
  • 10 a.m. to 12 p.m.
  • Igluu Eindhoven