Course Overview
Take an in-depth look at the key area of customer experience with our CX Analysis course. Learn how to transform business processes and to offer engaged, responsive and connected customer experiences.
Course Objectives
CX analysis is critical to business success. It looks in depth at the customer experience, and how an organisation can transform its existing processes to offer engaged, responsive and connected customer experiences.
CX Analysis course examines every touchpoint of the customer journey. Key areas include analysing the organisation’s view of CX; the difference between CX and UX and why it matters; customer gains and pains and organisational maturity.
Learn how to tune in to your customers, action your insights and add value across multiple touchpoints to take your customer experience from good to great.
Course Content
During this course, you will cover:
- The rationale for analysing Customer Experience
- Core principles and components of Customer Experience analysis
- The stages of the CX Analysis and Design Framework
- The elements of the Business Scorecard
- Business values, strategy and core CX competencies
- Using the Balanced Scorecard and Strategy Maps
- Value co-creation, alignment and misalignment
- Analysing and defining the elements of a Value Proposition
- The Customer Experience research context
- CX research techniques including storytelling and focus groups
- ‘Voice of the Customer’ research and analysis including personas, customer journey maps and empathy maps
- Models to represent the voice of the customer, including customer journey maps and empathy maps
- Organisational Barriers to Customer Centricity
- The Five Dimensions of Service and Accessibility
- Frameworks for UX requirements definition; usability and accessibility
- Techniques to enhance CX/UX including affinity diagrams, Kano, wireframes, service blueprints
- CX quality measurement techniques
Course Overview
Our Business Service Design course is ideal for anyone engaged in designing services offered to internal or external clients. The course explains and links the four key mindsets required for effective service design and organisational success.
Course Objectives
This Business Service Design course takes you through the four key strands of thinking leading to innovative, customer-centric business change: Systems Thinking, Service Thinking, Design Thinking and Lean Thinking.
The course discusses how these four strands of thinking are interconnected and how they collectively support effective business change. You will develop an understanding of how to apply key business service design techniques.
Course Content
During this course, you will cover:
- The 4 core thinking approaches of Business Service Design:
– Systems thinking
– Service thinking
– Design thinking
– Lean thinking
- Business Service Design and business strategy execution
- Systems thinking practices and techniques including:
– The classes and characteristics of systems
– Reductionist thinking
– POPIT(TM) and the Business Model Canvas
- Service thinking principles and concepts including:
– Co-creation of value
– Service ecosystems
– Service blueprints and Value streams
- Design thinking techniques including:
– The Design thinking Double Diamond
– Empathy mapping
– Customer journey mapping
– Service blueprint
- Lean thinking principles and concepts including:
– Quality control and quality assurance
– SIPOC
– Kaizen
– Waste identification techniques
- Lean improvement lifecycles: PDCA, PDSA and DMAIC
- Organisational agility definition, elements and domains
- Organisational culture and business agility
Course Overview
This course explores the service ecosystem, looking at service architecture in the context of enterprise, business and solution architecture. Topics covered include value stream modelling and analysis; capability requirements and modelling; the T shape professional concept; service agility and double loop learning.
Course Objectives
Explore the service ecosystem and grow your understanding of the key elements of a service architecture with our Business Service Architecture course.
Course Content
Business Service Architecture
Course content
Service Architecture in the context of Enterprise, Business and Solution Architecture
The relevance of architectural principles
The elements and artefacts of a Service Architecture
Key service actors/stakeholders within the service ecosystem, and their concerns
Value stream modelling and analysis
Capabilities, capability requirements and capability modelling
How capabilities are leveraged to offer services
Capability and value stream integration
The T-shape professional concept
Service information concepts
Service economics
Service measures and controls
Service agility and double loop learning
Course Overview
Explore the service ecosystem and grow your understanding of the key elements of a service architecture with our Business Service Architecture course.
Course Objectives
This course explores the service ecosystem, looking at service architecture in the context of enterprise, business and solution architecture. Topics covered include value stream modelling and analysis; capability requirements and modelling; the T shape professional concept; service agility and double loop learning.
Course Content
During this course, you will cover:
- Service Architecture in the context of Enterprise, Business and Solution Architecture
- The relevance of architectural principles
- The elements and artefacts of a Service Architecture
- Key service actors/stakeholders within the service ecosystem, and their concerns
- Value stream modelling and analysis
- Capabilities, capability requirements and capability modelling
- How capabilities are leveraged to offer services
- Capability and value stream integration
- The T-shape professional concept
- Service information concepts
- Service economics
- Service measures and controls
- Service agility and double loop learning
Course Overview
Gain the knowledge, skills, understanding and confidence you need to deliver effective business design consultancy to internal and external clients.
Course Objectives
This course covers the key skills required to deliver effective business design consultancy, including the consultancy lifecycle and service portfolio, the consultancy mindset, stakeholder engagement, investigation and negotiation techniques, and situation diagnosis.
Presented by one of the expert training consultants pictured below. Each member of our Business Design Consultancy training team brings substantial internal and external consultancy experience to the programme.
Course Content
During this course, you will cover:
- The business design consultancy assignment lifecycle
- Rationale and business context for business design consultancy
- The consultancy service portfolio
- The consultancy mindset and key skills
- Qualifying consulting opportunities
- Procurement and contracting consultancy assignments
- The OSCAR framework for initiating a consultancy assignment
- Quality management, quality assurance and quality control
- Stakeholder analysis, influencing and management
- Outcome-based negotiation and conflict resolution
- Situation investigation techniques, situation diagnosis and solution definition
- Risk management and impact analysis
- The economics and ethics of consultancy
- Change control and configuration management
- Assignment disengagement and expansion
Course Overview
Great business instinct can be learned. Our Business Acumen course explores the knowledge, skills and understanding required to avoid business pitfalls and improve business insight.
Course Objectives
The Business Acumen course covers the knowledge, skills, understanding and perspective needed to develop good business acumen. Topics include leadership and decision making skills; an understanding of business models, a growth mindset; financial and data literacy and more.
Course Content
During this course, you will cover:
- The range of knowledge/skills required to possess business acumen
- Types of business model and the differences between them
- The concept of a values driven organisation
- The importance of a growth mindset for senior leadership teams
- Factors relevant to organisational decision-making
- Generic strategies for growth
- Competitive strategies
- How to evaluate product portfolio using the Growth Share Matrix
- Defining the term ‘profit’ across different types of organisation
- Understanding pricing and costing approaches
- How to evaluate financial reports
- How to analyse business proposals
- Using data to inform business decision-making
Course Overview
In the IT-world of today cross-functional teams are expected to deliver business value with quality at speed. TMAP supports quality engineering in this new way of working on “built in quality” and goes beyond testing. This 3-day TMAP: Quality for cross-functional teams training course offers the members of the high-performance IT delivery team (such as DevOps or Scrum) the required knowledge and skills to build quality into an IT-system. It also helps them to provide the information needed for the stakeholders to establish their confidence that the pursued business value is delivered. Focusing on the members of DevOps and Scrum teams.
This is a 3-days course, including a 1-hour exam (exam-voucher)
Course Content
During this training course the participants (that typically are a member of a cross-functional team in any role) will get knowledge and practical experience with the following QA & testing subjects:
- The VOICE model for achieving business value by IT delivery
- IT delivery models, especially DevOps
- Cross-functional teams and continuous quality engineering
- The whole-team approach and relevance for Dev and Ops people
- QA & testing topics such as: Reviewing and pull-requests and Continuous improvement and metrics
- Continuous everything, test automation and CI/CD pipeline
- Total cost of quality
- Indicators, reporting and alerting
- Quality measures
- Personal, interpersonal and team skills
- Test varieties (perfomance -, usability -, security testing and more)
- Experience-based testing: exploratory testing and mob testing
- Test design: boundary value analysis, path coverage, condition oriented testing, code coverage and mutation testing
The training course lets participants get experience on these subjects through short introductions followed by relevant exercises and leaves ample room for sharing experiences by all participants. During the course the participants will also practice exam questions.
Course Overview
Service Integration and Management (SIAM®) is a methodology used to manage and seamlessy integrate multiple service providers to ensure a single business-facing IT organization. The EXIN SIAM® Professional certification tests a candidate’s knowledge and skills of the activities in the four stages of the SIAM® roadmap. A candidate who successfully completes the EXIN SIAM® Professional can analyze, plan, build and inspect a multi-service provider environment.
Scope
The EXIN SIAM® Professional certification tests a candidate’s knowledge of the application of SIAM® to situations and the candidate’s ability to further analyze the SIAM® concepts in the following areas:
The Discovery and Strategy stageThe Plan and Build stageThe Implement stageThe Run and Improve stageSIAM® practices across the stages
Course Objectives
- Establish a governance framework based on SIAM® practices;
- Perform an organization assessment to better determine and establish a plan and promote improvements;
- Determine the key elements to perform a SIAM® implementation;
- Design and build up a SIAM® model for different environments and organizations;
- Lead a SIAM® implementation;
- Select different approaches to implement SIAM®;
- Use organizational change management in order to boost the SIAM® implementation;
- Improve the organization’s SIAM® ecosystem at every stage;
- Manage and continuously improve multiple processes based on SIAM®.
Course Content
1. Discovery and Strategy
– Elements of a SIAM® Governance Framework
The candidate can…
- interpret the characteristics of governance in a SIAM® ecosystem.
- differentiate SIAM® governance roles.
- choose governance approaches for monitoring and measuring service performance.
-Analysis of the Current Situation
The candidate can…
- analyze existing services, service groupings, service providers and the marketplace.
- explain how to assess current capability.
- classify the influences for deciding on the SIAM® model and sourcing approach.
– Key Elements of a SIAM® Strategy
The candidate can…
- interpret strategic drivers for SIAM®.
- differentiate critical success factors for SIAM®.
- interpret the principles and policies for roles and responsibilities.
- select an appropriate SIAM® strategy.
- illustrate how to gain and maintain buy-in to a SIAM® strategy.
- describe the content of the business case and the transition project for SIAM®.
2. Plan and Build
– Design a Detailed SIAM® Model
The candidate can…
- analyze organization specific service models and process model
- select an appropriate sourcing approach and SIAM® structure.
- describe detailed roles and responsibilities.
- select a performance measurement and reporting framework.
- select a collaboration model.
- analyze contract considerations for SIAM®.
– Plan a SIAM® Implementation
The candidate can…
- describe the challenges for organizational change.
- differentiate between approaches for onboarding of services and service providers.
- analyze the most appropriate tooling strategy and integration methods for a SIAM® ecosystem.
3. Implement
– Different Scenarios Supporting a SIAM® Implementation
The candidate can…
- choose between a big-bang approach and a phased approach, based on the benefits and risks of these approaches.
- explain how to transition to the approved SIAM® model.
– Ongoing Organizational Change Management
The candidate can…
- choose ways to influence morale and motivation.
4. Run and Improve
– Operate, Assure and Improve a SIAM® Ecosystem
The candidate can…
- analyze structural elements at different levels.
- select appropriate mechanisms to address issues and improve provider and integrator performance.
- apply audit and compliance mechanisms.
5. SIAM® Practices Across the Stages
– Application of SIAM® Practices
The candidate can…
- apply all SIAM® practices of the Discovery & Strategy stage.
- apply all SIAM® practices of the Plan & Build stage.
- apply all SIAM® practices of the Implementation stage.
- apply all SIAM® practices of the Run & Improve stage.
Course Overview
Service Integration and Management (SIAM®) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organisation. This certification course covers themes such as: potential benefits as well as the challenges and risks of implementing SIAM®. The SIAM® certification also includes examples of implementation structures, governance, tooling and data considerations and the common processes used in a SIAM® ecosystem.
Course Objectives
After you complete this course you will be able to:
- Have a new perspective of outsourcing by means of the Service Integration and Management approach, its models, structures, processes, function and roles.
Course Content
1. Introduction to Service Integration and Management
- What is SIAM®?
- The history of SIAM®
- The purpose of SIAM®
- The scope of SIAM®
- SIAM® and the Business Strategy
- Value to the organization – The SIAM® business case
2. SIAM® roadmap
- Discovery and Strategy
- Plan and Build
- Implement
- Run and Improve
3. SIAM® Structures
- Internally Sourced Service Integrator
- Externally Sourced Service Integrator
- Hybrid Service Integrator
- Lead supplier as Service Integrator
4. SIAM® and Other Practices
- IT Service Management
- Lean
- COBIT®
- DevOps®
- Agile
5. SIAM® Roles and Responsibilities
- Roles and the SIAM® roadmap
- How is a role different in a SIAM® Ecosystem?
- Customer Organization
- Service Integrator
- Service Provider
- Governance Roles
- Operational Roles
- The Service desk in a SIAM® ecosystem
6. SIAM® Practices
- People Practices: Managing Cross-functional Teams
- Process Practices: Integrating Processes across service providers
- Measurement Practices: Enable and Report on End to End Services
- Technology Practices: Creating and Tooling Strategy
7. SIAM® Cultural Considerations
- Cultural Change
- Collaboration and Cooperation
- Cross-service Provider Organization
8. Challenges and Risks
- Building the Business Case
- Level of Control and Ownership
- Legacy Contracts
- Commercial Challenges
- Security
- Cultural Fit
- Behaviours
- Measuring success
- Trust/Eliminating Micro-Management
Course Overview
Master the key areas of service desk management, gain the globally recognised Service Desk Manager qualification and lead your team to lasting success.
The Service Desk Manager course provides a thorough understanding of service desk management and leads to a globally recognised professional qualification. This short video explains how this course will ensure you gain the skills needed to steer your service desk to success.
Virtual Course
This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.
The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.
This training is delivered by the Service Desk Institute.
Course Objectives
At the end of this course, delegates will gain:
A thorough grounding in the skills required to lead, motivate and manage a service desk team.
The complete service desk management toolkit covering strategy, leadership, employee development, relationship building, service improvement, ITSM processes, performance measurement, finance and tools and technologies.
An internationally recognised SDM qualification from Peoplecert.
A new network of colleagues in similar roles from other organisations
Course Content
This course contains everything that is essential to core roles and responsibilities of a successful Service Desk Manager:
- Defining strategic requirements: review the purpose, activities, and requirements of a successful service desk from a global perspective, discover the benefits of complying with industry standards and examine ethics in the service and support environment
- Developing a strategic role: examine the requirements for creating an effective service desk strategy that underpins business goals, learn about the purpose and objectives of vision and missions statements, examine the benefits and challenges associated with various sourcing models, and review the objectives and activities of financial management
- The role of the service desk manager: review the characteristics, skills and competencies required to be an effective service desk manager, review the roles and responsibilities of a service desk manager, discuss the reasons why we should promote the service desk, and review the key activities of a successful promotion campaign
- Organisational change and project management: identify the elements of successful project management and the importance of building persuasive business cases, example the purpose and benefits of effective organisational change, identify opportunities for participation in strategic decision making, and review the knowledge requirements to build good strategic awareness
- Teamwork and communication: review the characteristics of effective teams, examine the importance of excellent communication skills from a management perspective, learn the requirements of effective presentation skills, and enhance listening, information gathering and negotiating techniques
- Staff recruitment, retention & development: examine the requirements for effective recruitment strategies, review the features and benefits of a structured and on-going approach to induction, training and development, and explore the behaviours required to retain staff, maintain effective working relationships and address individual performance issues
- Management and leadership: review the activities of an effective manager and an effective leader, identify the elements of successful planning and co-ordinating activities, and examine the benefits of and how to achieve motivated teams
- Resilience: examine the importance of emotional resilience, recognising signs of positive and negative stress in yourself and your staff, and effective stress management
- Effective management of resources: examine the challenges and benefits of commonly used support delivery methods and technologies, explore the benefits of workforce management and resource planning models, and discover the challenges and benefits of adopting self-service
- AI and automation: identify the benefits and challenges of increasing automation and AI opportunities within the workplace and explore common examples of rules-based AI and neural networks
- IT service management: explore IT service management and its objectives, recognise the difference between a practice, a process and a procedure, identify the need to effective practices, processes and procedures and the importance of following them, and discover ITIL 4 practices and their purpose and place within the service desk environment
- Quality assurance activities: review the purpose and objectives of a comprehensive quality assurance program, identify common quality assurance practices, examine the purpose, benefits, and methods of interaction monitoring, and explore the role of benchmarking in the service desk environment
- Managing the customer experience: discover the importance of managing the customer experience and the need for a coherent approach, identify opportunities for capturing feedback, and learn how to use feedback effectively in decision making
- Management information & performance results: examine the relationship between critical success factors (CSFs), key performance indicators (KPIs) and metrics, and identify a range of service desk metrics and their success criteria