Best part: Team engagement and learnings from Info-Tech expertise Worst part: Time commitment

We had a small-ish group of us, so it was nice to be able to talk through a lot of the topics and make sure everyone's voice was heard.

Valence’s depth of knowledge and his vast experience in service mgmt combined with his commitment to achieve the right outcomes for the ABC made i... Read More

Valence’s depth of knowledge and his vast experience in service mgmt combined with his commitment to achieve the right outcomes for the ABC made it an absolute pleasure to work with him achieving the progress we had to date and I am looking forward to the continued success in this engagement. Read Less

Found the work we are currently doing with was very productive and valuable - greatly appreciate the approach and engagement style from Valence inc... Read More

Found the work we are currently doing with was very productive and valuable - greatly appreciate the approach and engagement style from Valence including his knowledge and flexibility. I am looking forward to working together to achieve the intended outcomes that will greatly benifit the Australian Broadcasting Corporation. Read Less

Best - generation of conversations and bringing to light experiences and examples from the team. Worst - if I had to pick something, perhaps the r... Read More

Best - generation of conversations and bringing to light experiences and examples from the team. Worst - if I had to pick something, perhaps the repetition of some of the examples by the facilitator. Read Less

The best part of the workshop was bringing awareness and understanding to my team about the importance of ITSM. Overall the workshop was great! At ... Read More

The best part of the workshop was bringing awareness and understanding to my team about the importance of ITSM. Overall the workshop was great! At this time, I can not measure the financial impact. However, if we follow and clean up some of our processes, we can save thousands of dollars, significantly condensing the time it takes to do our work. Read Less

Folks uniformly say that we wish we'd spent more time on the roadmap. We can't understand why that work was left so late. There was too much focus ... Read More

Folks uniformly say that we wish we'd spent more time on the roadmap. We can't understand why that work was left so late. There was too much focus on service desk and break/fix end-user support, which is only one part of service management. In our pre-workshop briefings, and in our feedback sessions during the workshop, we asked for a more balanced approach, but it didn't happen. The worst thing is that we were blindsided by an exercise in which Joe inexcusably decided to take it upon himself to facilitate the drafting of our mission, vision, and values. (The workshop materials noted that we'd work on service desk MVV, not IT MVV--very, very different.) Joe seems to have a good understanding of service management, and he did some things well as a facilitator; the group certainly was vocal, which I appreciate. He did not deliver on some of the key objectives of a facilitator: ensuring all voices were heard and conversation was not dominated by a few; listening and asking open-ended questions and letting the team own the results; and (most seriously) delivery of a roadmap, which was the core promise of the workshop. Perhaps in future, a SME could be paired with a trained facilitator to deliver a workshop like this. Read Less

Never enough time for training!

Denis did a nice job of balancing the varying maturity levels across the organizations participating in the workshop, and did great with synthesizi... Read More

Denis did a nice job of balancing the varying maturity levels across the organizations participating in the workshop, and did great with synthesizing the conversation into deliverables provided daily and at the end of the week. Red Hat still has decisions to make on how we move forward but this has given us material to start influencing that decision. Read Less

Joe was an excellent facilitator! Conversation and discussion is a huge part of the value. Really enjoyed it, and we look forward to carrying fo... Read More

Joe was an excellent facilitator! Conversation and discussion is a huge part of the value. Really enjoyed it, and we look forward to carrying forward and building out this foundational plan. Read Less

Best part of the experience was to do the workshop as a team, the worst part is not being able to include others due to calendar, logistics. Very ... Read More

Best part of the experience was to do the workshop as a team, the worst part is not being able to include others due to calendar, logistics. Very good facilitation. Thank you. Read Less

The workshop helped identify some overarching themes that need our attention within our organization and this was extremely useful. The initial par... Read More

The workshop helped identify some overarching themes that need our attention within our organization and this was extremely useful. The initial part of the workshop could have been more focused. Read Less

Discussion the topic gave clarity on where we have to start to ensure we make positive progress.

Highly experienced advisor was able to quickly understand my needs and hit me right where my needs are today.

Our facilitators were fantastic. Very passionate and very engaging.

Valence did a great job of introducing us to ITSM concepts and helped us come up with a logical starting point for our initiative. Very helpful.

No worst parts. The initial call was very helpful in validating our high-level approach, and giving us additional things to consider. It was clea... Read More

No worst parts. The initial call was very helpful in validating our high-level approach, and giving us additional things to consider. It was clear that Graham is very experienced and knowledgeable. Read Less

Excellent discussion. Thank you!