ManageEngine IT Service Management Seminar Cape Town

Delivering best-in-class ITSM in everyday situations. Take a deep dive into the best practices of IT service management principles applied to everyday IT situations.
Location: Marriot Crystal Towers, Cape Town
Event date: 12-03-2020

To attend this event in Johannesburg, click here.


Watch presentations from speakers with impeccable credentials and learn how to:
Transition ITSM best practices from the drawing board to daily practice
Deliver an exceptional service ordering experience.
Handle major incidents effectively.
Plan and implement changes with minimal risk.
Streamline hardware and software asset management.
Take your IT support operations to the next level with ServiceDesk Plus.


8.30AM to 9.00AM


9.00AM to 9.20AM

Welcome note

9.20AM to 10.00AM


  • Envisioning the service desk as the control centre of IT

10.00AM to 10.40AM

Session 1

Nailing incident management on rainy days

What does an internet service provider (ISP) do when it faces its biggest outage in years, and scores of its customers are getting 502 errors?

Learn how to:

  • Proactively identify and respond to issues.
  • Put incident classification, prioritization, and assignment on autopilot, along
    with other tasks.
  • Leverage tools and techniques to speed up incident resolution.

10.40AM to 11.20AM

Session 2

Designing and implementing an effective onboarding process

How can a rapidly growing organization scale up its service ordering experience to ensure maximum customer satisfaction.

Learn how to:

  • Manage all onboarding tasks from within the service desk ticket.
  • Effectively collect information for your service requests.
  • Delegate the right tasks to the right people.

11.20AM to 12.00PM

Coffee break

12.00PM to 12.40PM

Session 3

The checklist-driven approach to acing change management

How do you execute an innovative plan for implementing a major change that involves migrating your on-premises infrastructure to the cloud?

Learn how to:

  • Successfully plan and execute major changes.
  • Reduce failed changes, unplanned outages, and reconfigurations during change implementations.
  • Design process workflows for different change types.

12.40PM to 1.20PM

Session 4

Seven essential ingredients for an effective ITAM program

How do you ensure that your hardware and software asset information is in one place, your asset usage is optimal, and your costs are under control?

Learn how to:

  • Centrally organize and manage your IT asset data.
  • Maintain license compliance and sail through vendor audits.
  • Optimize asset usage and keep costs under control.

1.20PM to 1.45PM

Wrap up & Prize giving

ManageEngine is committed to quality customer service and customer education. When you choose ManageEngine for your ITSM solutions, you get:

  • Onboarding support: We help with both implementation and product training.
  • Access to our customer success program.
  • Heath checks
  • Free online customer education.
  • Invitations to ManageEngine customer events.

1.45PM to 3.00PM

Lunch & Networking



Charles Arokiaraj Ignatius

Customer success manager, ITSM

For nearly a decade, Charles has helped customers across the globe to implement ServiceDesk based on ITIL best practices. Charles is currently the customer success manager at Manageengine and works with customers to maximise the returns on their ServiceDesk Plus investments with onsite and online consultations. He is passionate about reading fiction, watching crime series, and playing with his two sons one of whom is Fristo, the 9 year old labrador.

Date, time and place

Happening at Marriot Crystal Towers, Cape Town.
08h30 – 15h00
Marriot Crystal Towers, Cape Town

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