Service Value Management 101™ Workshop
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This is a unique class designed to introduce attendees to the established discipline of Value Management and how it can be applied to a service management initiative.
Course Description
A service management initiative that lacks the ability to define value from a customer perspective will fail the management of the service provider organization, and the customer.
This course is designed for service management professionals who need to ensure service management initiatives, the provider organization’s capabilities, and overall management system focus, includes realistic and pragmatic approach for defining and managing value from a customer perspective.
The Service Value Management 101 course introduces the established discipline of Value Management (also known as Value Engineering or Value Analysis), its systematic methods, and explains how it is applied to a service management initiative, to ensure customer relevancy, and a truly value driven service provision capability.
Unlike many similarly named courses, this course is specifically designed to be compatible with the Universal Service Management Body of Knowledge (USMBOK) and the ‘Value Standard and Body of Knowledge’ published by the Society of American Value Engineers (SAVE), and with industry standards, guidance, and regulatory mandates issued by the US Federal Government.
Both the USMBOK and SAVE’s ‘Value Management Standard’ use outcome driven improvement and innovation to create valuable products and services. Value Management is not just about cutting costs. It only cuts unnecessary costs, which are costs that can be removed without affecting the functional performance of the product or service.
Value Management provides for the systematic application of proven techniques to identify the functions of a product or service, establish a monetary value for that function, and provide the function at the lowest cost. Note, cost not price. Like service management, it shares the belief a product or service’s value proposition to a customer is primarily based upon functions the customer wants and will pay for, and satisfaction factors are improved by increasing customer benefits from successful customer outcomes, and reducing cost.
This course is an excellent and comprehensive primer for those interested in understanding the principles of value management and how to integrate them into a service management system and service provider organization.
Who Should Attend
This course will significantly benefit service management professionals responsible for the justification, design, development and introduction of a customer focused service management strategy.
Target Audience:
- Anyone involved in or responsible for the design, implementation or improvement of a service management initiative, system, and organization IT staff, consultants, educators, or service management professionals interested in defining and managing the value of a service from a customer perspective
- Any service management professional in a customer facing or liaison role
- This class is of particular added value to service management professionals who hold an ITIL® education certificate of any level, and especially ITIL Expert
Duration:
One (1) Day (9:00 - 5:00)
Certification:
This class qualifies for 50 professional development credits under the Service Management Society's Service Management Qualification Scheme. A certificate of attendance and completion is provided to each registered attendee.