Service Design Fundamentals for BAs and PMs: February 5, 2015 @ 1:00 PM EST (10:00 AM PST)

Services represent 78% of the US economy, and that percentage just keeps growing. Information Technology (IT) plays a major part in delivering services to customers. Most organizations manage IT by defining and delivering services to business units, implementing IT service management processes. Services offered are then described in a service catalog, enabling customers to view what services are available and to request a service electronically.

However, most organizations have done little in terms of improving their processes and practices for service design. Service Design is an innovative and emerging discipline in which user-oriented strategies and concepts are designed to make services work better for an organization and their customers. Service Design offers a competitive advantage for organizations by ensuring a better customer experience. Applying product design to services simply does not work. In this webinar, John Parker will present an overview of what service design is and the value an organization receives by placing more focus on service design:

  • What is Service Design?
  • Why is Service Design so important?
  • Co-Creation and Design
  • Understanding the Customer and their Needs
  • Understanding Contexts
  • Understanding Service Providers
  • Service Design: Implications for BAs
  • Service Design: Implications for PMs
  • Applying Service Design to IT Service Management (ITSM)
  • Applying Service Design in an Agile Development Environment

Register Now! 


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