Event Details

ITSM for the AV World: Audiovisual Service Management

Audiovisual Service Management (AVSM) is AVIXA’s educational program to invigorate AV with established IT Service Management principles, and go beyond these for pragmatism and practicality as those IT principles are adopted to the world of AV.

Mastering Audiovisual Service Management (formerly known as ‘Operational Manager Certificate’) is a unique, deep dive into the operational details, methods, techniques and practices of day-to-day leadership and management, and exploring what those topics entail.

In addition to demonstrating proven functions for service design and delivery success, this course goes beyond ITSM to the realization that a workgroup’s staff, its managers and customers are people, not just service suppliers and consumers. Successful managers understand this truth and incorporate it into their service provision and leadership practices.

• Applying ITSM principles to AV environments
• Structuring and leading high-performing technical teams
• Designing and streamlining service workflows and support delivery
• Making sure everything gets dealt with, not just the reactive demands
• Understanding the hidden basis of customer satisfaction to master service excellence 

Upon successful completion and passing the final exam, you’ll earn the ‘Mastering Audio Visual Service Management Certificate’, validating your expertise in managing AV service operations with an ITSM mindset.

Delivery Principles

This hybrid course delivers a mix of personal study and a program of virtual tutorials. The materials and interactions are designed and led by Noel Bruton, a renowned management consultant, experienced practitioner and bestselling author in IT and tech support management. Note that the tutorials are not teaching sessions. In a tutorial, candidates will have their understanding of the material checked and quizzed on their knowledge.

Class Schedule

Introduction (up to 1 hour) - Friday, April 10 - 10 am ET / 3 pm GMT

Tutorial 1 (up to 2½ hours) - Friday, April 24 - 10 am ET / 3 pm GMT

Tutorial 2 (up to 2½ hours) - Friday, May 8 - 10 am ET / 3 pm GMT

Tutorial 3 and examination (up to 2½ hours) - Friday, May 22 - 10 am ET /3 pm GMT

*Class recordings are for internal purposes only and are not available to registrants.

Instructors

Noel Bruton

Noel Bruton is a UK-based independent consultant and trainer, specializing in the management of technology support workgroups. He is a bestselling author of books in this field. His experience is sought by commercial and public service organizations, conferences, press and broadcast media around the world. He has been in IT since 1979 and advising corporations on improving IT.