ITSM workshops and seminars

Two Hills offers onsite half-day or one-day seminars and workshops on a range of ITSM topics to stimulate learning and debate within your organisation, including:

Tipu Continual Service Improvement


Design a continual improvement program for service management in your organisation (it might be IT services or it might be business services delivered to customers) based on Two Hills' own Tipu framework, a pragmatic framework designed for smaller or "beginner" organisations. Prioritise your needs and develop a staged approach to addressing them in small incremental improvements.



Standard+Case is about applying a body of knowledge called Case Management to ITSM, synthesising it with our existing process approach. Radically improve the way you handle responses to any sort of "tickets". Standard+Case is applicable to Problem Management and Change Management (and Event Management...) as well as Service Desk activities. S+C applies to anything that requires a human response: there's either a standard response or there isn't.
This workshop introduces the basic concepts using the book as a resource.

Two Hills can also run an onsite workshop to looks at your existing environment and determine how roles, practices and tools can be extended to deal with unknown or unfamiliar cases.

Hono: Better supplier and customer engagement

When establishing the relationship between an external service provider (outsourcer) and customer, why do we document a whole operating model spanning both organisations? The whole point of outsourcing is that the supplier should be a black box, with inputs, outputs and performance requirements. What we need to define is the interface between the two entities, to ensure the operating models of each one mesh properly together: the Engagement Model.

This is more efficient: we don't redundantly document processes which already exist, and are documented elsewhere. It is more effective: we focus on the gaps, specifying the requirements for change in each organisation in order to connect their operating models.

BSM: Basic Service Management

How to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. This seminar describes the basic principles of service management (for IT or anywhere else), based on Rob England's book, BSM

Dead Cat Syndrome

Do you have a formalized and thorough production handover process in place, or are you throwing dead cats over the fence? In some organizations a project is deemed ready for production handover when it has passed testing. Testing addresses what ITIL calls Utility and Warranty: the system does what it should, and it does so reliably/dependably. But there is more to consider, and without these further considerations many projects are as welcome in production as a dead cat thrown over the fence. Rob will profile all the components to consider before a system is put into production. He’ll review several must-dos and best practices from ITIL, and he’ll also add other important components needed for Operational Acceptance.

Continual People Improvement

Recall the people/process/technology model. Most workshops teach the importance of fixing process. This workshop is about the importance of fixing people: i.e, about service culture and service orientation.
We begin by using humorous satire to define the “worst practice”. (Based on the satirical book Introduction to Real ITSM and the website at
Then we examine what “good practice” does to change that, in particular what it does to drive a service culture.
Finally we develop a model for a cultural change program to develop service-oriented culture, built around performance management, knowledge and process. (Based on the He Tangata website at

We also offer longer training courses