Understand the definition of ‘a service’, what they are, how they work and how they get improved

Understand why we need to focus on services and what’s involved in creating a service focussed organisation

Define your service, where it starts, where it finishes and what it delivers

Understand how to manage shared ownership of services in complex, scaled organisations

Understand how to balance the conflict between user needs and organisational priorities

Assess how culturally ready your organisation is for change to service delivery

Map your organisations service delivery maturity and identify key problem areas

Understand the collective responsibility of service owners to deliver shared services in complex environments

Spot patterns in your organisations services and identify a target service delivery model

Map and understand how your service fits with other services in your organisation and create a target service delivery structure 

Understand and define the role of the service owner in your organisation

Introduction to Iterative ways of working 

Understand the process of agile, user-centred service delivery 

Understand how service design and delivery works at each agile phases of development from Discovery, Alpha, Beta and Live

Understand the roles involved in agile, user-centred service delivery

Define and build a minimum viable team for your service 

Learn to define the problem area of a discovery

Understand the importance of user research, and how user research happens in discovery

Understand the team roles involved in discovery and the outcomes they need to achieve

Plan, scope and create a timeline for your discovery

Learn how to balance the expectations of your organisation with the needs of your user

Learn how to manage stakeholder expectations during Discovery

Use the 15 principles of Good Service design to gauge how well your current service is working

Learn how to move from user needs defined in Discovery Into testable hypotheses in Alpha

Identify your hypotheses and plan your Alpha

Understand different methods of prototyping and select the right one for your service

Understand who’s involved in alpha and what they do

Learn what's involved in running an Alpha and preparing for beta

Learn how to narrow down your hypotheses after Alpha and prepare to test with users in Beta

Understand how to develop a minimum viable service 

Plan to develop your audience and scale your service gradually, selecting trial groups to work with 

Assess your organisational and technological capability to deliver change and plan a sustainable 

Understand who’s involved in Beta and what they do

Create a Beta delivery plan

Understand how to prepare your service to move from private testing to scaled use with live users

Learn  how to measure the success of your service and create a reporting structure that will allow your stakeholders to understand the performance of your service

Create a service governance framework that allows your team the freedom to deliver

Create a plan for continuous improvement to your service 

Understand the different team requirements for Live, and how to build sustainable support for your service and it’s evolution 

Understand the legal responsibilities that will affect your service and create a plan to comply with them - from accessibility, ISOs to equalities standards or Information Society Services (ICOs) 

Understand the role of industry regulators, complaints and FOIs

Learn how to create and work with your own service standards

Understand the Language requirements of service delivery in both the public and private sector

Identify the areas of non-compliance and create a plan to deal with them

Understand and plan for the common causes of service failure

Create a sustainable customer support structure and learn how to test this from Discovery to live

Learn to create feedback loops in your customer support and incorporate these into continuous improvement 

Quantify the risk of failure in your service and create a plan to mitigate those risks 

Create an emergency and continuity plan for your service

Understand what organisational conditions you will need to sustain your service in the long term

Understand the collective requirements of agile user-centred service delivery in your organisation, your service and your role

Identify the areas of operational weakness in your organisation and create a plan to build capability, better governance, standards and assurance