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Enhance your competency in the energy industry with EnergyEdge's classroom training on competency management assurance. Enroll now!

Description: Customer relationship management refers to the set of practices, methods, strategies, and technologies used by businesses to manage customer's relations. This is important since customers are important for the success of the business. If you want to learn how to efficiently communicate with their customer, clients to understand their demands and needs, then you need to acquire customer relations skills. You could learn this through formal education or register through a course like this one. In this course you will learn the necessary skills, knowledge and information of Customer Relationship Management.  Who is the course for? Business professionals who want to understand the importance of customer relationship People who are interested in learning more about customer relationship management Entry Requirement: This course is available to all learners, of all academic backgrounds. Learners should be aged 16 or over to undertake the qualification. Good understanding of English language, numeracy and ICT are required to attend this course. Assessment: At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful. Before sitting for your final exam, you will have the opportunity to test your proficiency with a mock exam. Certification: After you have successfully passed the test, you will be able to obtain an Accredited Certificate of Achievement. You can however also obtain a Course Completion Certificate following the course completion without sitting for the test. Certificates can be obtained either in hard copy at the cost of £39 or in PDF format at the cost of £24. PDF certificate's turnaround time is 24 hours, and for the hardcopy certificate, it is 3-9 working days. Why choose us? Affordable, engaging & high-quality e-learning study materials; Tutorial videos/materials from the industry leading experts; Study in a user-friendly, advanced online learning platform; Efficient exam systems for the assessment and instant result; The UK & internationally recognized accredited qualification; Access to course content on mobile, tablet or desktop from anywhere anytime; The benefit of applying for NUS Extra Discount Card; 24/7 student support via email. Career Path: The Advanced Professional Diploma in Customer Relationship Management course is a useful qualification to possess, and would be beneficial for the following careers: Call Center Agent Concierge Client Relations Associate Customer Service Representative Front Desk Associate/Receptionist Member Service Specialist Patient Care Coordinator. Relationship with Customers Good Customer Relationship - Why is it Important? FREE 01:00:00 Understanding Your Customers FREE 01:00:00 How to Calculate Customer's Lifetime Value 00:30:00 How to Keep Your Customers Happy? 01:00:00 How to Get Your Customers to Say 'Wow!' 01:00:00 Proven Methods of Customer Retention 01:00:00 The Art of Customer Follow-up 01:00:00 Loyalty Marketing Program 00:30:00 Promotional Items to Enhance Customer Relations 01:00:00 Handling Customer's Complaints 01:00:00 How to Deal with Difficult Customers 00:30:00 Introducing the Seven Deadly Sins of Customer Service! 01:00:00 Customer Relationship Management (CRM) Software - The Benefits 01:00:00 Choosing a CRM Program 00:30:00 Customer Service over the Phone 01:00:00 Customer Relations and Dealing Module One - Getting Started 00:30:00 Module Two - The Right Attitude Starts with You 01:00:00 Module Three - Stress Management (Internal Stressors) 01:00:00 Module Four - Stress Management (External Stressors) 00:30:00 Module Five - Transactional Analysis 01:00:00 Module Six - Why are Some Customers Difficult 01:00:00 Module Seven - Dealing with the Customer Over the Phone 01:00:00 Module Eight - Dealing with the Customer In Person 01:00:00 Module Nine - Sensitivity in Dealing with Customers 01:00:00 Module Ten - Scenarios of Dealing with a Difficult Customer 01:00:00 Module Eleven - Following up With a Customer Once You Have Addressed Their Issue 01:00:00 Module Twelve - Wrapping Up 00:30:00 Mock Exam Mock Exam- Advanced Professional Diploma in Customer Relationship Management 00:30:00 Final Exam Final Exam- Advanced Professional Diploma in Customer Relationship Management 00:30:00

Duration 3 Days 18 CPD hours This course is intended for The primary audience for this course is anyone who works in and around IT, facilities or data centre operations and needs to understand and improve the daily operations including important processes such as lock-out/tag-out, the right process for installing/de-installing equipment, safety procedures, capacity management and much more. Overview The old believe that a fully redundant data centre facility will save the day is no longer true as many research outcomes have revealed that the majority of downtime is caused by the human factor. Policies, processes, procedures and work instructions should be carefully developed, ideally following relevant standards, to ensure an effcient and effective data centre operations which are also compliant to the required regulations. The CDFOS© (Certified Data Centre Facilities Operations Specialist) course is a three-day course which will enable participants to fully understand the requirements of running the day-to-day operations of a mission critical data centre. Participants will gain all the required competences for running the daily operations, understand which processes should be in place, and the critical elements of those processes and how to execute them. The course is fully aligned with the DCOS© (Data Centre Operations Standard). Data centre facilities operations management have proven to be the key differentiator between a data centre that is performing well or badly. Service Level Management Service Level Management Needs analysis Capability assessment Service portfolio and catalogue Service Level Agreements Reporting - Complaint procedure Customer satisfaction Service Improvement Process (SIP) Safety and Crisis Management Most common type of accidents and why they often happen The roles and responsibilities of appointed safety staff The importance of the OH&S or WHS manual Calibration of measurement and test equipment Proper lock-out/tag-out procedures Emergency response plan requirement for various potential emergencies The importance of Permit To Work Physical Security Standard Operating Procedures (SOP) for security Security risk assessment Security zones Physical inspections / security patrols Delivery of goods / holding area Entry control of individuals Badges and key management Security monitoring Security incident reporting Facilities Maintenance The importance of maintenance Maintenance definitions Maintenance operations procedures (MOP) Service reports Spare management Tools Housekeeping Data Centre Operations Shift handover Walk around duties Service management Release management Configuration management Floor management Equipment life cycle management Monitoring/Reporting/Control Monitoring requirements Facilities monitoring matrix Sensor / alarm point testing and calibration Notification matrix Escalation requirements Reporting Project Management Project management Project organization Project manager Initiation Planning Execution Monitor and control Closing Evaluation / lessons learnt Environmental Sustainability The importance of sustainability Environmental standards Power efficiency indicators Energy saving best practises Water management Sustainable energy usage Governance and Compliance The importance of document management The siz sub-processes of document management Asset management Requirements or asset recording Exam: Certified Data Centre Facilities Operations Specialist (CDFOS©) Certification exams are administered at the end of the course. The exam is a 90-minute closed book exam, with 60 multiple-choice questions. The candidate requires a minimum of 42 correct answers to pass the exam. Online exam results are known immediately and paper-based exam results will be known within one week. Additional course details: Nexus Humans Certified Data Centre Facilities Operations Specialist (CDFOS) 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 Certified Data Centre Facilities Operations Specialist (CDFOS) 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.

Project Risk Management: In-House Training Have you been surprised by unplanned events during your projects? Are you and your project team frequently fighting fires? Well, you are not alone. Uncertainty exists in any project environment. While it's impossible to predict project outcomes with 100% certainty, you can influence the outcome, avoid potential risks, and be ready to respond to challenges that arise. In this course, you'll gain the proper knowledge needed to identify, assess, plan for, and monitor risk in your projects. You'll learn how to set up and implement risk management processes, helping you to minimize uncertainty and achieve more consistent, predictable outcomes as a result. What You Will Learn You'll learn how to: Demonstrate to others how the risk management processes in A Guide to the Project Management Body of Knowledge (PMBOK® Guide) apply to your project's environment, especially for high-risk projects Adapt these processes for a particular high-risk project team's operating principles Explain the importance of using risk management best practices at single and enterprise project levels Lead an initiative to implement risk management best practices in your project environment Foundation Concepts Risk-related definitions The risk management process High-risk projects and project failures Classical failures in implementing risk management Plan Risk Management Project risk management and governance Risk management planning for high-risk projects High-risk variations on a risk management plan Identify Risk Adapting the risk identification process for high-risk projects Recognizing risks spontaneously Confirming and structuring risk events for treatment Wrapping up risk identification for high-risk projects Perform Qualitative Risk Analysis Adapting qualitative risk analysis for high-risk projects Accelerating risk analysis Clearing risk action Wrapping up qualitative risk analysis for the next level Perform Quantitative Risk Analysis Adapting quantitative risk analysis for high-risk projects Ensuring effective risk analyses with data quality assessments Building a foundation for quantitative risk analysis Using discrete quantitative tools Using continuous quantitative tools Wrapping up quantitative risk analysis for high-risk projects Plan Risk Responses Adapting risk response planning for high-risk projects Optimizing active risk response strategies Leveraging contingencies for high project performance Wrapping up risk response planning for high-risk projects Implement Risk Responses Implementing Risk Responses Process Executing Risk Response Plans Tools and Techniques Best Practices Continuous Risk Management Monitor Risks Adapting risk monitoring for high-risk projects Optimizing risk plan maintenance Weaving risk reassessment into the project's progress Maintaining a continuous 'vigil' in high-risk project environments

Project Requirements Management Poor requirements definition and lack of adequate change control procedures to requirements and scope are the primary contributors to project difficulty and failure. This workshop will provide you with the knowledge, tools, and techniques required to minimize or avoid these pitfalls. What You Will Learn You'll learn how to: Explain the Requirement Management process within the project lifecycle Understand requirements terminology and structure for definition and development Apply and evaluate techniques to identify and draw out requirements from people, places, and things Create models to conceptualize the requirements landscape and communicate effectively with stakeholders Indicate the importance of requirements prioritization Write SMART requirements using structured language skills Understand how to apply checklists, questionnaires, and document templates in the requirements development process Verify and validate requirements to support project success Effectively manage changing requirements across the project lifecycle Requirements Framework Requirements definitions The importance of requirements Type of requirements Developing Requirements: The Process High-level requirements development and management process Stakeholder involvement in requirements management Progressive elaboration in requirements management Elicit Requirements Requirements-Gathering Approach Sources of Information Requirements-Gathering Techniques Analyze Requirements Models and Requirements Using Use Cases Prioritizing Requirements Specify Requirements Specifying Requirements Essential Technical Writing Skills SMART Requirements Quality Attributes Monitor and Control Requirements Why and When Requirements Change Change Management and Control Requirements Traceability Validating and Verifying Requirements Validating Requirements Verifying Requirements Using Checklists

Overview of Make-Up Artistry Course (Professional MakeUp Artist) Join our Make-Up Artistry Course (Professional MakeUp Artist) course and discover your hidden skills, setting you on a path to success in this area. Get ready to improve your skills and achieve your biggest goals. The Make-Up Artistry Course (Professional MakeUp Artist) course has everything you need to get a great start in this sector. Improving and moving forward is key to getting ahead personally. The Make-Up Artistry Course (Professional MakeUp Artist) course is designed to teach you the important stuff quickly and well, helping you to get off to a great start in the field. So, what are you looking for? Enrol now! Get a Quick Look at The Course Content: This Make-Up Artistry Course (Professional MakeUp Artist) Course will help you to learn: Learn strategies to boost your workplace efficiency. Hone your skills to help you advance your career. Acquire a comprehensive understanding of various topics and tips. Learn in-demand skills that are in high demand among UK employers This course covers the topic you must know to stand against the tough competition. The future is truly yours to seize with this Make-Up Artistry Course (Professional MakeUp Artist). Enrol today and complete the course to achieve a certificate that can change your career forever. Details Perks of Learning with IOMH One-To-One Support from a Dedicated Tutor Throughout Your Course. Study Online - Whenever and Wherever You Want. Instant Digital/ PDF Certificate. 100% Money Back Guarantee. 12 Months Access. Process of Evaluation After studying the course, an MCQ exam or assignment will test your skills and knowledge. You have to get a score of 60% to pass the test and get your certificate. Certificate of Achievement Certificate of Completion - Digital / PDF Certificate After completing the Make-Up Artistry Course (Professional MakeUp Artist) course, you can order your CPD Accredited Digital / PDF Certificate for £5.99.  Certificate of Completion - Hard copy Certificate You can get the CPD Accredited Hard Copy Certificate for £12.99. Shipping Charges: Inside the UK: £3.99 International: £10.99 Who Is This Course for? This Make-Up Artistry Course (Professional MakeUp Artist) is suitable for anyone aspiring to start a career in relevant field; even if you are new to this and have no prior knowledge, this course is going to be very easy for you to understand.  On the other hand, if you are already working in this sector, this course will be a great source of knowledge for you to improve your existing skills and take them to the next level.  This course has been developed with maximum flexibility and accessibility, making it ideal for people who don't have the time to devote to traditional education. Requirements You don't need any educational qualification or experience to enrol in the Make-Up Artistry Course (Professional MakeUp Artist) course. Do note: you must be at least 16 years old to enrol. Any internet-connected device, such as a computer, tablet, or smartphone, can access this online course. Career Path The certification and skills you get from this Make-Up Artistry Course (Professional MakeUp Artist) Course can help you advance your career and gain expertise in several fields, allowing you to apply for high-paying jobs in related sectors. Course Curriculum Makeup Artist Masterclass Module 01: Makeup Artist 00:15:00 Module 02: Contouring 00:13:00 Module 03: Tools 00:11:00 Module 04: Foundations and Corrections 00:11:00 Module 05: Colour 00:13:00 Module 06: Eye Makeup 00:14:00 Module 07: Lip Makeup 00:09:00 Module 08: Makeup Artist Styles 00:11:00 Module 09: False Eyelashes and Eyelash Extensions 00:16:00 Module 10: Makeup for Different Ages 00:09:00 Module 11: Health and Safety 00:08:00 Module 12: Creating Your MakeUp Kit 00:08:00 Module 13: Getting Started 00:08:00

This Professional Certificate Course in Introduction to Digital Analytics provides a comprehensive overview of digital analytics, emphasizing its significance in digital marketing. Participants gain insights into key digital channels, data sources, and learn about web analytics and tracking tools. The course highlights distinctions between web and digital analytics, offering practical examples for leveraging digital analytics in strategic business decisions. After the successful completion of the course, you will be able to learn about the following: Digital analytics and its importance in digital marketing Overview of key digital channels and data sources Web analytics and digital tracking tools The differences between web analytics and digital analytics Examples of how digital analytics can be used to inform business decisions and strategies This Professional Certificate Course in Introduction to Digital Analytics offers a comprehensive understanding of digital analytics, emphasizing its crucial role in digital marketing. Participants explore key digital channels, data sources, and gain insights into web analytics and digital tracking tools. The course differentiates between web and digital analytics, providing practical examples of leveraging digital analytics for informed business decisions and strategic planning. This Professional Certificate Course in Introduction to Digital Analytics offers a comprehensive understanding of the significance of digital analytics in digital marketing. Participants gain insights into key digital channels, data sources, and web analytics tools. The course highlights web and digital analytics distinctions, providing practical examples for informed business decisions and strategies. Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Introduction to Digital Analytics Self-paced pre-recorded learning content on this topic. Introduction to Digital Analytics Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course.The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience, Digital Marketing Professionals Business Analysts Web Developers Marketing Managers Data Analysts Entrepreneurs Advertising Executives E-commerce Managers Content Strategists Product Managers Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.

Description: This Certified Professional Ethical Hacker (CPEH) - Complete Video Training covers everything you need to know about becoming a certified professional ethical hacker. In this course you will learn about security fundamentals, access controls, protocols, cryptography, vulnerability assessments, vulnerability tools of the trade, output analysis and reports, reconnaissance, enumeration and scanning, gaining access, maintaining access, covering tracks, malware, buffer overflows, and password cracking. This course is designed to introduce you to up-to-date penetrating testing, plus certification. This course will enable you to understand the importance of vulnerability assessments by providing industry knowledge and skills in Vulnerability Assessments. In doing so, you will be able to understand how malware and destructive viruses function. In addition, the CPEH course helps you to learn how to implement counter response and preventative measures when it comes to a network hack. Assessment: At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not. Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam. Certification: After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24. Who is this Course for? Certified Professional Ethical Hacker (CPEH) - Complete Video Training is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic background. Requirements Our Certified Professional Ethical Hacker (CPEH) - Complete Video Training is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market. Security Fundamentals Security Fundamentals FREE 00:51:00 Access Controls Access Controls 00:33:00 Protocols Protocols 00:36:00 Cryptography Cryptography 00:52:00 Why Vulnerability Assessments? Why Vulnerability Assessments? 00:36:00 Vulnerability Tools of the Trade Vulnerability Tools of the Trade 00:10:00 Output Analysis and Reports Output Analysis and Reports 00:13:00 Reconnaisance, Enumeration and Scanning Reconnaisance, Enumeration and Scanning 00:51:00 Gaining Access Gaining Access 00:31:00 Maintaining Access Maintaining Access 00:17:00 Covering Tracks Covering Tracks 00:18:00 Malware Malware 00:28:00 Buffer Overflows Buffer Overflows 00:22:00 Password Cracking Password Cracking 00:33:00 Mock Exam Mock Exam- Certified Professional Ethical Hacker (CPEH) - Complete Video Training 00:20:00 Final Exam Final Exam- Certified Professional Ethical Hacker (CPEH) - Complete Video Training 00:20:00 Certificate and Transcript Order Your Certificates and Transcripts 00:00:00

Our students will receive theoretical knowledge and practical skills for 3 key facial areas using dermal fillers techniques for the face to ensure they understand the importance of facial harmony and balance. Our goal at the Cosmetic College is to deliver the highest quality training in dermal fillers using the safest and most up-to-date techniques. Our Essential dermal filler training courses are carried out in small groups. This enables us to provide you with a training programme tailored to your needs, with more time and emphasis on the hands-on practical sessions. Course Prerequisites This course is suitable for those with or without a medical background. It is designed to allow the student to seek employment or start their own business upon completion. At a minimum, students will be required to be qualified with one or more of the following: Medically trained as a nurse, doctor or dentist with current registration with the NMC, GMC or GDC. NVQ Level 3 in Beauty Therapy, ITEC or HND 12 months of needling experience 6 Months of micropigmentation experience and Anatomy & Physiology Level 3 Please note that if your qualification does not appear above, we offer a fast-track access course for those new to the industry.  Course Agenda A mixture of online study, virtual lectures and practical onsite sessions A series of online and onsite assessments 1 day online webinar followed by 2 days onsite training program Course Structure All courses are kept intimate with a maximum of 4 students per course Course Agenda Anatomy and physiology of the face Infection control Sharps and hazardous waste training First aid and anaphylaxis training Introduction to dermal filler injection techniques Elective and emergency dissolving Start Business up (How to set up a business, insurance, stockist, social media, managed, join our Instagram group) Injection techniques practice Danger zones training Vessels, muscles, fat pads workshop Professional live demonstrations Legal requirements, obtaining consent with consultation techniques and documentation Practical training Clinical setup procedures Areas Covered (Dermal Filler) Lips Nasolabial Folds (Smile lines) Marionette lines Professional Kit Dermal filler (For Training purposes) Numbing cream Massage gel Chlorhexidine pre-injection wipes Sterile treatment packs Gloves Surgical face masks Skin marker pencils Ice pack Consultation forms Course Benefits Student Benefits Comprehensive Knowledge: By enrolling in this training, students will gain in-depth knowledge about dermal fillers, including facial anatomy, product selection, injection techniques, and patient assessment. This knowledge will provide a solid foundation for performing dermal filler treatments effectively and safely. Practical Skills: The course includes hands-on training, allowing students to develop practical skills in administering dermal fillers. Through supervised practice on live models, students can refine their techniques and gain confidence in delivering natural-looking results. Professional Advancement: Acquiring expertise in dermal fillers can significantly enhance a student's career prospects in the aesthetics industry. Client Benefits Natural-Looking Results: Clients can expect natural-looking results from trained professionals who have a thorough understanding of facial anatomy and the skill to administer dermal fillers effectively. The training ensures that students are equipped to enhance facial features and address specific concerns with precision. Safety and Care: Clients can have confidence in the skills and knowledge of practitioners who have undergone comprehensive training. Trained professionals prioritise client safety, follow proper hygiene protocols, and provide appropriate aftercare instructions. Earning Potential Earning potential and salary in the field of dermal fillers can vary depending on several factors, including geographic location, experience, and the number of clients. As professionals gain experience and build their reputation, they may have the potential to earn a competitive income. It's important to note that individual earning potential may vary and is influenced by various factors in the aesthetics industry. Additionally, continuing education and expanding your skill set by taking advanced courses and staying updated with the latest techniques and trends can also contribute to your earning potential. This allows you to offer a wider range of services and attract more clients seeking specialised treatments. Frequently Asked Questions Is prior experience required to enrol in the course? No, this course is suitable for both beginners and experienced practitioners. It provides a comprehensive foundation in dermal fillers, covering essential knowledge and practical skills. Are live models provided for the practical training? Yes, live models will be provided for the practical training sessions. This allows you to practice your skills under the guidance and supervision of experienced instructors.

Managing Successful Programmes (MSP®) 5th Edition Foundation: Virtual In-House Training Managing Successful Programmes (MSP®) is a globally-recognized framework for best practice programme management. MSP certification provides guidance for programme managers, business change managers and the next step for project managers to develop their knowledge and skills to be able to positively respond to the challenges for managing programmes and larger, more strategic or multiple projects. MSP 5th edition emphasizes flexibility, adaptability, and responsiveness by adopting an incremental approach to the programme lifecycle and thus enabling organizational agility. AXELOS offers two levels of MSP Examination: MSP Foundation and MSP Practitioner. The MSP Foundation Examination is intended to assess whether the candidate can demonstrate sufficient recall and understanding of the MSP programme management framework. The MSP Foundation qualification is a prerequisite for the MSP Practitioner Examination, which assesses the ability to apply understanding of the MSP programme management framework in context. The MSP® 5th Edition Foundation course is a training based on the exam specification for MSP Foundation certification and is aligned with the Managing Successful Programmes (5th Edition) guide from AXELOS. What you will Learn At the end of this course, participants will be able to: Understand key concepts relating to programmes and MSP Understand how the MSP principles underpin the MSP framework Understand the MSP themes and how they are applied throughout the programme Understand the MSP processes and how they are carried out throughout the programme Key Concepts of MSP Programmes Three Lenses of MSP Principles Themes and Governance Organization Organization Theme Organization Structure Individual Roles Stakeholder Management Design Design Theme Benefits Risk Identification and Prioritization Target Operating Model Documents and Key Roles Justification Justification Theme Business Case Financial Planning Documents and Key Roles Structure Structure Theme Delivery Planning Dependencies Benefits Realization Plan Resourcing Documents and Key Roles Knowledge Knowledge Theme Knowledge Management Information Management Document and Key Roles Assurance Assurance Theme Assurance at Multiple Levels Assurance Planning Document and Key Roles Decisions Decisions Theme Issue Resolution Risk Response Data Gathering and Reporting Options and Analysis Document and Key Roles MSP Processes Identify the Programme    Design the Outcomes Plan Progressive Delivery Deliver the Capabilities Embed the Outcomes Evaluate New Information Close the Programme