ITSM Operations
Service desk leadership studio
Leads practise coaching moments, queue health reviews, and calibration sessions that respect craft.
Virtual studio 3 days Foundation
880,000 KRW
Informational pricing — no checkout on this site.
Schedule a call about this course
What happens inside
This studio is for leads who inherited teams without a playbook. You will rehearse one‑on‑ones that surface systemic issues without blaming individuals, calibrate severity decisions with rubrics, and design rotation plans that keep skills fresh. Stories come from regional desks, not abstract leadership theory.
Included elements
- Calibration decks for severity and customer impact language
- Coaching scripts for late‑shift crews
- Queue health review agenda that resists metric theatre
- Rotation planner worksheet with skill heat map
- Quality standards reminders for vendor oversight
- Crisis comms dry run with facilitator playback
- Lightweight recognition rituals that do not feel performative
Outcomes you can demo
- Run a calibration session using the provided rubric unchanged once
- Publish a two‑week rotation tweak with named coverage pairs
- Capture one systems issue elevated without personal attribution
Participant questions
Is this people management certification?
No. It is operational leadership craft aligned to ITIL service culture ideas.
Can new leads attend?
Yes, though bring one live queue challenge anonymised for discussion.
Are HR topics covered?
Only where they intersect scheduling law basics; we defer deep HR policy to your specialists.
Experience notes
“Calibration deck stopped our midnight team from inflating severity to get attention.”