Strategies for service owners: Aligning the service with business value

The economic benefit of a service is the measure of all things - for both customers and provider. But how exactly does an adequate benefit arise, what influence does the service owner have and what does this mean for the introduction and production of the service? This module provides answers to these questions:

• Define the economic benefit of a service
• Formulate a concrete value proposition
• The service introduction and its phases
• Business Blueprint and Service Blueprint
• Putting the service into operation

The service level agreement not only serves to document all service agreements. It is also an important tool for strategic alignment and control. The topics at a glance:

• Using the service level agreement as a strategic instrument
• Develop, write, read and check service level agreements
• Check service levels correctly
• Structuring service levels - the 5-step method
• Evaluate service reports and define key KPIs

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

The profitability of a service is the decisive KPI. Precise knowledge and recurring analysis of the cost drivers and cost structure is essential for the service owner. This module shows which methods can be used to optimize service costs in a targeted manner without sacrificing utility value. You will learn:

• All factors for service pricing in detail
• Structuring service costs and identifying cost drivers
• Budgeting operating costs and costs for strategic development
• Profitability calculation (ROI analysis) for services
• Design and establish service prices

In the long term, the service strategy is crucial for the overall success and operation of the service. In this module, you will learn how to develop strategies, set goals and position your services sustainably:

• Strategic objectives for services
• Evaluation of service targets
• Designing service strategies
• Implementation of the service strategy
• Strategic service marketing

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.