The service owner in customer and stakeholder management

The primary goal for the service owner is to meet the expectations of customers and stakeholders - with the service itself, but also with the interpretation of the service owner's role. Knowing all requirements precisely is a central task for the service owner - in order to meet current needs and act with foresight. The following topics are covered:

• Clarification of expectations of the service owner
• Requirements of customers, stakeholders and IT operations
• Positioning of the service owner in relationship management
• Managing lines of conflict
• Obligations of the service owner to cooperate
• Responsibility factors in the service life cycle

First, learn all about the components of a service and the service classes. Then you move on to the central instance, the service catalog, which regulates service provision and collaboration. Finally, you will take a detailed look at the ordering workflow for the service. You will learn:

• Knowing the anatomy of a service and how to describe it systematically
• Basics of service design
• How to combine several services into service bundles
• Tactical decisions in the creation of the service catalog
• Always think together: the service and the ordering process

In the second webinar, you will reflect with the trainers on the transfer tasks from the first two self-learning phases, work out the most important learnings and results together and discuss how to successfully transfer them into practice.

The first part of this module is about the service owner, their responsibilities, their skills and the goals to be achieved. In the second part, you will learn all about service levels and service level agreements. The topics:

• Business skills and operational skills of the service owner
• Areas of responsibility and main topics
• Powers and rights of service owners
• Service goals and the right targeting
• Service levels: description, measurement, evaluation

In this module, you will learn about the service lifecycle and its stages - and find out how you can intervene in all phases. The topics in detail:

• Implementation of the service lifecycle process
• The service strategy: consulting, request, assignment
• Create and validate the service design
• Coordination between supply units
• Service transition and service operation
• Managing continuous improvement processes 

In the final webinar of the course, you will reflect with the trainers on the transfer tasks from the last two self-study phases, work out the most important learnings and results together and discuss how to successfully transfer them into practice.