310 Courses in Cardiff delivered Live Online

Duration 3 Days 18 CPD hours This course is intended for The target audience include, but is not limited to:   Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants Overview The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:   Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course. As an ITIL© Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery. How customer journeys are designed Understand the concept of the customer journey Understand the ways of designing and improving customer journeys How to target markets and stakeholders Understand the characteristics of markets Understand marketing activities and techniques Know how to describe customer needs and internal and external factors that affect these Know how to identify service providers and explain their value propositions How to foster stakeholder relationships Understand the concepts mutual readiness and maturity Understand the different supplier and partner relationship types, and how these are managed Know how to develop customer relationships Know how to analyze customer needs Know how to use communication and collaboration activities and techniques Know how the ?Relationship management? practice can be applied to enable and contribute to fostering relationships Know how the ?Supplier management? practice can be applied to enable and contribute to supplier and partner relationships management How to shape demand and define service offerings Understand methods for designing digital service experiences based on value driven, data driven and user centered service design Understand approaches for selling and obtaining service offerings Know how to capture, influence and manage demand and opportunities Know how to collect, specify and prioritize requirements from a diverse range of stakeholders Know how the ?Business analysis? practice can be applied to enable and contribute to requirement management and service design How to align expectations and agree details of services Know how to plan for value co-creation Know how to negotiate and agree service utility, warranty and experience Know how the ?Service level management? practice can be applied to enable and contribute to service expectation management How to onboard and offboard customers and users Understand key transition, onboarding and offboarding activities Understand the ways of relating with users and fostering user relationships Understand how users are authorized and entitled to services Understand different approaches to mutual elevation of customer, user and service provider capabilities Know how to prepare onboarding and offboarding plans Know how to develop user engagement and delivery channels Know how the ?Service Catalogue management? practice can be applied to enable and contribute to offering user services Know how the ?Service Desk? practice can be applied to enable and contribute to user engagement How to act together to ensure continual value co-creation Understand how users can request services Understand methods for triaging of user requests Understand the concept of user communities Understand methods for encouraging and managing customer and user feedback Know how to foster a service mindset (attitude, behavior and culture) Know how to use different approaches to provision of user services Know how to seize and deal with customer and user ?moments of truth? Know how the ?Service request management? practice can be applied to enable and contribute to service usage How to realize and validate service value Understand methods for measuring service usage and customer and user experience and satisfaction Understand charging mechanisms Know how to assess service value realization Know how to prepare to evaluate and improve the customer journey Know how the ?Portfolio management? practice can be applied to enable and contribute to service value realization ITIL© is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library© is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. Additional course details:Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Agile is not what you do, Agile is what you become! An introduction to the essentials of Agile Scrum as a delivery method. The same learning objectives as used in central government & public sector digital delivery projects. Agile is not what you do, Agile is what you become! Since 2012, all government departments have been required to use the Agile approach to project management, to build and run new digital services. As you begin your Agile journey, one of your first challenges will be understanding the rules and roles that support Agile delivery, some of the most frequently asked questions are "Which Agile framework is applicable to our business operating model?" or, "Is the Project Manager role equivalent to that of theProduct Owner?" and, "What does a Scrum Master do?" A strong corporate culture not accustomed to the Agile mindset can also be a difficult environment in which to implement Agile methods. In some cases, the company’s culture and practices may reward non-Agile milestones while inadvertently discouraging Agile success. This intensive two-day training course combines PowerPoint presentations, informal discussions and practical exercises to introduce you to Agile Scrum as a Delivery Method, without the impending pressure of having to pass a formal certification examination. Previous experience of Agile delivery is not a pre-requisite to attending this course, although it is assumed delegates have previously attended the Primer course, or have some understanding of Agile Scrum terms and practices. This course, designed by Agile Scrum practitioners and coaches with specialist experience of working on GDS (Government Digital Service) Service Standards compliant government and public sector projects has been accredited by The CPD Certification Service and is now available outside its usual central government and public sector digital delivery setting. Who this course is for Service and Programme Managers If you are a Service Manager or Programm Manager who wants to explore the benefits of transitioning to Agile ways of working and want to understand how your existing business processes and resource landscape will fit into an Agile delivery model, then this course aims to provide you with enough information to enable you to make an informed decision. Career ambitions If you are new to Agile and your intention is to pursue a career either as an Agile Scrum Master or Agile Product Owner, you will hopefully be provided with enough knowledge to enable you to determine which role best suits your Agile career ambitions. Frequently Asked Questions How this course differs from other Agile courses Delegates will learn the 'How', not just the 'What'! This course has been designed by highly experienced Agile practitioners and coaches with specialist real-life experience of working on GDS (Government Digital Service) Service Design Standard projects. Delegates will find that the learning objectives are significantly more detailed than with other Agile courses which only focus on teaching the learning objectives of The Scrum Guide. Delegates must take the certification assessment. No! During enrolment, delegates can opt out of taking the C-ASDM certification assessment. The online Agile Scrum as a Delivery Method – Essentials course quiz is optional Absolutely! Delegates are provided access to the online Agile knowledge quiz which accompanies the Agile Scrum as a Delivery Method – Essentials course. The quiz helps delegates gauge their level of attainment but is entirely optional. Delegates can take the certification assessment without enrolling on the course. Yes! Delegates with existing Agile project delivery experience can choose to take the certification assessment without enrolling on the course. I will receive my certificate as soon as I have completed the course You will initially receive an Assessment Completion report after completing the assessment. The report details the certification status: 'Pass' or 'Fail', and includes information on which questions were answered incorrectly. Your certificate is issued by the CPD Certification Service approximately four-to six-weeks after successfully completing and passing the C-ASDM Certification Assessment. A CPD certification is recognised by employers Yes! CPD certification is recognised by private and public sector employers, and in central government departments as a valuable way to evaluate the skills of an individual, and the quality of the learning activities. Listing your CPD certification as well as the number of CPD Points you have achieved on your CV is essentially showcasing your achievements in continuing your professional development. One CPD Point is equivalent to an hour of training CPD points are units that quantify time, and the quality of learning and development activities. Delegates will earn 3 CPD Points upon successful completion of the C-ASDM Certification Assessment or 13 CPD Points after completing the two-day course. My CPD certificate will expire after three years Your certificate will not expire however, best practice suggests a renewal after three years. You can do this by enrolling on the C-ASDM course to ensure your knowledge of Agile as a Delivery Method is up to date. Service features Two-day Agile Scrum training course The course uses eCommerce and other Business Case examples for context Optional online CPD certification assessment Optional Agile knowledge quiz to help delegates gauge level of attainment Online Retrospective feedback to enable continuous course improvements. Service benefits Delegates will understand the concepts and benefits of Agile Scrum development Scrum team roles and role accountabilities INVEST-compliant User Stories and BDD formatted Acceptance Criteria Agile approach to incremental project delivery Agile artefacts and Agile reports (burn-down & burn-up charts) Agile Events & Scrum rules Comparison: Agile methodologies (Lean, XP, SAFe & Scrum) Use of Kanban for workflow management Government Digital Service (GDS) Service Standards and Service Assessment Be able to communicate the ideals of Agile to stakeholders Service Agenda General knowledge Agile Delivery 101 Scrum process and sprints Applicability of Scrum Agile Manifesto Scrum roles and accountabilities Overview of Scrum roles (Core & Ancillary) Scrum Master role and role responsibilities Scrum Product Owner role and role responsibilities Scrum team Scrum events Sprint Planning Daily Scrums Sprint Reviews Sprint Retrospectives Scrum artefacts Product Backlog Sprint Backlog Increments Scrum Reports Burn-down and Burn-up Charts Scaling Scrum Working with multiple Scrum teams Working with distributed Scrum teams GDS (Government Digital Service) Service Standards Service Assessments Risks and challenges Risks and challenges of transitioning to Agile delivery Frequently asked questions Discussion on frequently asked Agile questions Agile knowledge quiz Examples of the multiple-choice questions in the optional online quiz On-going support Email support No Telephone support No Webchat support No Online support No Community Support Yes! Delegates are offered access to our private online 'Community of Agile Scrum Practitioners'. Delegates who achieve the pass mark for CPD certification are additionally offered access to our private 'Certified Scrum Practitioners’ Guild', a private Slack community of like-minded Agile professionals.

Compassion-focussed leadership is a transformative move for driving both individual and organisational performance. Long-term success comes from creating a workplace where people actually want to stay and thrive. For all leaders and managers of all levels to attend — Learn an actionable workplace wellbeing action plan that generates a real culture change to workplace wellbeing

We communicate daily in many ways, including email, phone, text, Zoom, Teams, Google Meets, Slack, and even that old-fashioned thing, what was it now... oh yes, talking face-to-face. But, when we look at communication closely and really drill down into what we are doing in conjunction with how our brain works (neuroscience), how internal, organisational, and social politics control what we believe we can say, how hierarchical positioning impacts our honesty and how the lack of psychological safety means we say what we know others want to hear rather than what they need to hear…. It is oh so complicated! This workshop not only explores the concept of excellent communication, but we also want to hear what you believe it is too. We also delve into how organisational culture influences our perception of speaking up. Factors that hinder open and honest communication, and we work collaboratively towards removing these barriers to achieve a communication style that fosters trust and transparency, creating psychological safety. This workshop is particularly relevant to our Emotional Intelligence workshop (EI and Me). We firmly believe that developing emotional intelligence is the key to unlocking Clean Communication, a skill that is crucial for all of us, regardless of our roles and responsibilities, so that we thrive in our professional environment. If you want to see if we are correct, why not have us facilitate a workshop for you and see what you get by the end of it?  LENGTH - Normally, one day. But please contact us to discuss your specific needs, or we can offer advice. NEXT WORKSHOP START - Please ask for more information as we deliver bespoke closed events for your people at your location or a mutually suitable location. WORKSHOP DELIVERY - The best environment for this workshop is face-to-face, but we can facilitate this workshop online. Suitability - Who should attend? Who Should Attend and Why? Who? - Perhaps think of this another way… who shouldn’t attend to ensure we can attain Clean Communication? There’s your answer. Why? - Every person needs to understand what we are saying above about how we get trapped in this organisational formatting which changes how we communicate and how it prevents us from communicating cleanly. EVERY organisation has this, despite what our values profess. And 'Values', that’s a whole other story. Workshop Content Using the 'Moccasin Approach'® to clean our personal and organisational communication LaPD’s Communication Cycle and what we must consider. (Can you work out what the ? represent above? Accountability and Responsibility raises its head in Communication. It has to. Bias, unconscious bias and its impacts on our communication. The conundrum of communicating with others and their styles (The TRAP). How would my perfect Manager/Leader communicate with me? Nonverbal communication (body language), rapport, Clean Communication. Negative communication can go viral (Self-Fulfilling Prophecy). Reflections, findings and goals (individual and team). Meeting our workshop objectives by listing five areas for development. Workshop delivery and venue This workshop is usually one day in duration, and it focuses solely on how we communicate with each other. It can also be a two-day event incorporating aspects of Emotional Intelligence (EI) with group, and individual activities to allow discussions about the various communication we need in your organisation. When you consider the content we deliver, we are sure you will understand why we always prefer to deliver our workshops, courses and programmes face-to-face. Face-to-face workshops and courses can be held at a location of your choice or, if you wish, a central UK location, such as the Macdonald Burlington Hotel in Birmingham, located directly across from the Birmingham New Street train station. We can deliver our workshops, courses and programmes online, although this will mean splitting elements into manageable learning events to suit the online environment.

This is suitable for anyone managing teams or looking to manage teams in the future. Using the participants own experiences we will look at what drives team effectiveness and the traits of High Performing Teams.

Getting the most from employees - How to gain an understanding of where your employees/staff/teams are to enable communication and give ease to difficult conversations. Understanding the difference between competitive working and cooperative working where these skills are useful and useless. Discover how to retain your staff and improve performance of staff who are on the verge of underperformance. Gain an insight into what causes behavioural outcomes and how to encourage favourable outcomes over manipulating outcomes based on you meeting your needs.  45-60 min zoom workshop held on the last Wednesday of the month, every month at 7pm (limited spaces) Upon purchase you will be prompted to choose a date. You will receive email confirmation of the event via google calendar plus reminders as the event time approaches. Is your company culture a healthy one? Could you do better? Would you like to be less concerned over staff wellbeing & have more time to focus on CPD & growth? Improve Inductions, Onboarding and Recruitment Try this introductory workshop before committing to day event training options for your business

The Moccasin Manager, The Moccasin Approach, Management Training, Management Development,

Online Spanish lessons with native Speakers

ITIL® 4 Specialist: Create, Deliver and Support: Virtual In-House Training The ITIL® 4 Specialist: Create, Deliver, and Support module is part of the Managing Professional stream for ITIL® 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation. This course is based on the ITIL® 4 Specialist: Create, Deliver, and Support exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. What You Will Learn The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Create, Deliver, and Support exam specification: Understand how to plan and build a service value stream to create, deliver, and support services Know how relevant ITIL® practices contribute to the creation, delivery, and support across the SVS and value streams Know how to create, deliver, and support services Organization and Culture Organizational Structures Team Culture Continuous Improvement Collaborative Culture Customer-Oriented Mindset Positive Communication Effective Teams Capabilities, Roles, and Competencies Workforce Planning Employee Satisfaction Management Results-Based Measuring and Reporting Information Technology to Create, Deliver, and Support Service Integration and Data Sharing Reporting and Advanced Analytics Collaboration and Workflow Robotic Process Automation Artificial Intelligence and Machine Learning CI / CD Information Model Value Stream Anatomy of a Value Stream Designing a Value Stream Value Stream Mapping Value Stream to Create, Deliver, and Support Services Value Stream for Creation of a New Service Value Stream for User Support Value Stream Model for Restoration of a Live Service Prioritize and Manage Work Managing Queues and Backlogs Shift-Left Approach Prioritizing Work Commercial and Sourcing Considerations Build or Buy Sourcing Models Service Integration and Management

What will you learn in this course? Deal with every day social and professional situations. Understand the main topics and some details of spoken or written language. Learn how to communicate and interact socially in formal situations. Become familiar with the greek culture. Deal with situations when you travel to places where the language is spoken. Write small paragraphs in order to describe experiences, events, dreams, and express your opinion. The main topics to be covered in this course are about society, telling stories, travelling, advantages & disadvantages, agreeing & disagreeing, the greek culture and more.