Best - extremely useful, actionable tools that have simplified the task of defining and refining our ITSM maturity. Did not have to spend time researching and developing processes, they are ready to go pretty much out of the box. Tools have assisted greatly in driving consensus and explaining concepts "worst" - we do get into the weeds sometimes on our regular calls and need to pull back from time to time to keep things moving.

It would be better to use a tool like MS Teams or WebEx to have the call.

The best part of the experience was to have a knowledgeable Facilitator - with practical experience to help us identify our pain points and more importantly, help shape the roadmap of initiatives to enable us to move forward on the ITSM journey. The worst part had to do with the facility (2 days of workshop held at our location). It is too convenient for workshop participants to be called into their day-to-day activities and not to be fully present and engaged in the discussions taking place during the workshop. For future workshops, my recommendation is that they be held off site - if a larger team is participating.

Tony was clearly very knowledgeable and offered very practical and helpful advice. Thank you!

The best .... seeing the team rally to move forward on this as leaders and champions of the effort. The worst....none...but I'm concerned it may fall apart without the right executive support and sustained effort on the part of the participants.

The content and context of the workshop was helpful and will speed up our ability to implement improved service management. The actual process of repeatedly going through a SIPOC was rather tedious.

The best part is spending time with someone talking through the subject and ideas

Really helpful team that worked together to get us information on how best to implement and what products would work best for our organization.

i have no way to estimate the amount of time saved or the $ impact. this is a new product managemen discipline that we are trying to stand up

I did not attend all 3 days so I cannot answer this question adequately. Overall, I thought Valance was a great facilitator. He gave us confidence that he knew his subject matter and we worked through some challenging topics.

Best, Walance has a good understanding of the challanges i desribe. Worst. Sound quality (telephone) and that we cannot share screen in a simple way as i am not allowed to use webex. I am forced to use Skype.

BEST - I like the fact that the discussions got me thinking about ways we could improve our current service desk processes. It was helpful that Paul gave examples of previous experiences he encountered to help explain a number of the concepts. WORTST - Can't think of a downside to this experience!

Summarization and links to sources immediately post meetings was well done

Confusion regarding conference bridge. Assistance was excellent once in touch with SME (Valence). Not the question asked in this survey...but it would be nice if the your web site had more subject matter specific content. For example, insight into which ITSM processes usually come first and why, sample CMDB/capability models, typical headcount implications, deeper explanations on CMDB considerations (challenges, design, granularity, etc), etc. Each Info-Tech topic looks the same...very heavy on PM/BA tasks with limited insight into the applicable topic. The PM/BA stuff is fairly well done and is very important (I'm an experienced PMP), but could be covered once with more effort put into the topic in question...in this case CMDB. I found much more on Google which meant I had less questions for Valence. Valence was awesome though. Thanks!