pds-futurejobs
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The service owner in customer and stakeholder management
Course
3

Booking no:

34883

The service owner in customer and stakeholder management

Learn how to manage and harmonize the expectations and requirements of customers, stakeholders, business owners, development and IT operations.

4 weeks
approx. 20 hours
3 webinars & 4 self-study phases
German
Professional and Master Class

Date preview

Start date
Last module
Availability
Location
4.6.2025
27.6.2025
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online
8.9.2025
29.9.2025
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online
5.11.2025
19.11.2025
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online
4.2.2026
18.2.2026
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online

Module overview

The following module overview shows dates for the course start on
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Module
1

Kick-off, introduction and a first overview

The first webinar starts with a detailed introduction of the learning environment, expectations and objectives for the course. You will get to know the trainers and your virtual class for the course and get an initial overview of the importance, possibilities and limitations of stakeholders.

Webinar
120 min.

Wednesday, 04.06.2025
09:00 am - 11:00 am

61405187
Module
1

Kick-off, introduction and a first overview

The first webinar starts with a detailed introduction of the learning environment, expectations and objectives for the course. You will get to know the trainers and your virtual class for the course and get an initial overview of the importance, possibilities and limitations of stakeholders.

Webinar
120 min.

Monday, 08.09.2025
09:00 am - 11:00 am

61405188
Module
1

Kick-off, introduction and a first overview

The first webinar starts with a detailed introduction of the learning environment, expectations and objectives for the course. You will get to know the trainers and your virtual class for the course and get an initial overview of the importance, possibilities and limitations of stakeholders.

Webinar
120 min.

Wednesday, 05.11.2025
09:00 am - 11:00 am

61422374
Module
1

Kick-off, introduction and a first overview

The first webinar starts with a detailed introduction of the learning environment, expectations and objectives for the course. You will get to know the trainers and your virtual class for the course and get an initial overview of the importance, possibilities and limitations of stakeholders.

Webinar
120 min.

Wednesday, 04.02.2026
09:00 am - 11:00 am

61422375
Module
2

Introduction to customer and service relationships

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
Self-study phase
180 min.
61405187
Module
2

Introduction to customer and service relationships

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
Self-study phase
180 min.
61405188
Module
2

Introduction to customer and service relationships

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
Self-study phase
180 min.
61422374
Module
2

Introduction to customer and service relationships

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
Self-study phase
180 min.
61422375
Module
3

Set up and use service catalogs

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
Self-study phase
180 min.
61405187
Module
3

Set up and use service catalogs

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
Self-study phase
180 min.
61405188
Module
3

Set up and use service catalogs

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
Self-study phase
180 min.
61422374
Module
3

Set up and use service catalogs

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
Self-study phase
180 min.
61422375
Module
4

Stakeholder management for service owners - Part I

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.

Webinar
180 min.

Wednesday, 18.06.2025
09:00 am - 12:00 pm

61405187
Module
4

Stakeholder management for service owners - Part I

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.

Webinar
180 min.

Wednesday, 17.09.2025
09:00 am - 12:00 pm

61405188
Module
4

Stakeholder management for service owners - Part I

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.

Webinar
180 min.

Wednesday, 12.11.2025
09:00 am - 12:00 pm

61422374
Module
4

Stakeholder management for service owners - Part I

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.

Webinar
180 min.

Wednesday, 11.02.2026
09:00 am - 12:00 pm

61422375
Module
5

Skills, abilities and service targeting

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
Self-study phase
180 min.
61405187
Module
5

Skills, abilities and service targeting

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
Self-study phase
180 min.
61405188
Module
5

Skills, abilities and service targeting

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
Self-study phase
180 min.
61422374
Module
5

Skills, abilities and service targeting

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
Self-study phase
180 min.
61422375
Module
6

Managing the service lifecycle

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 
Self-study phase
180 min.
61405187
Module
6

Managing the service lifecycle

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 
Self-study phase
180 min.
61405188
Module
6

Managing the service lifecycle

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 
Self-study phase
180 min.
61422374
Module
6

Managing the service lifecycle

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 
Self-study phase
180 min.
61422375
Module
7

Successful stakeholder management - Part II

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.

Webinar
180 min.

Friday, 27.06.2025
09:00 am - 12:00 pm

61405187
Module
7

Successful stakeholder management - Part II

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.

Webinar
180 min.

Monday, 29.09.2025
09:00 am - 12:00 pm

61405188
Module
7

Successful stakeholder management - Part II

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.

Webinar
180 min.

Wednesday, 19.11.2025
09:00 am - 12:00 pm

61422374
Module
7

Successful stakeholder management - Part II

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.

Webinar
180 min.

Wednesday, 18.02.2026
09:00 am - 12:00 pm

61422375

Course overview

Contents

1. introduction to customer and service relationships

  • 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

2. set up and use service catalogs

  • 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

3. business skills, operational skills and service targeting

  • 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

4. manage the service lifecycle

  • Implementation of the service lifecycle process
  • Create and validate the service design
  • Coordination between supply units
  • Service transition and service operation
  • Managing continuous improvement processes 

This is how you learn in this course

This online course offers you a digital blended concept that has been developed for part-time learning. With a time budget of at least 3-4 hours per week, you are sure to reach your goal. Alternatively, you can schedule the learning units flexibly. This is how you learn in the course:

Self-study phases: Learn independently, at your own pace and whenever you want. Our courses offer you didactically high-quality learning material with videos, articles, interactive exercises, quizzes and learning checks.

Live webinars: In regular online seminars, you will meet your trainers in person. You will receive answers to your questions, specific assistance and instructions on how to deepen your knowledge and apply the skills you have acquired in practical exercises.

Learning community: A digital learning community is available to you throughout the course. Exchange ideas with other participants and the trainers and clarify your questions.

Future Jobs Club: Get exclusive access to a business network, micro-learningssparks), news and future work hacks.

Certificate of attendance and Open Badge: As a graduate of the course, you will receive a certificate and an Open Badge that you can easily share in professional networks (e.g. LinkedIn).