Certified Training Programs

Topics

• From Order Taker to Strategic Partner: Participants will examine the mindset and behavioral shifts required to move from reactive delivery to proactive partnership. The focus is on how IT and GBS leaders engage the business around outcomes, tradeoffs, and priorities by shaping demand rather than simply fulfilling requests.
• Trust-Building Behaviors in Business Relationships: Learners will explore the behaviors that build credibility, reliability, and confidence with business leaders. Emphasis is placed on how trust enables better collaboration, more candid dialogue, and faster, higher-quality decision-making.
• Joint Business Planning: The course introduces practical approaches to planning with the business rather than for the business. Participants will see how joint planning turns engagement into a mechanism for prioritization, alignment, and value realization. not just a planning exercise.
• Relationship Mapping: Participants will learn how to visualize and assess their business stakeholder ecosystem, identifying influence, decision authority, and risk. Relationship mapping is positioned as a leadership tool for improving collaboration and ensuring the right conversations happen with the right people.
• Understanding and Using Business Feedback: This section highlights why business feedback is essential to becoming a strategic partner, how it differs from traditional satisfaction or service metrics, and what leaders must do with it. The focus is on using feedback to guide decisions, adjust engagement, and demonstrate value in ways the business can see and appreciate.
• Ways of Working Across IT and GBS: The session concludes by showing how Client Management integrates with Service Management, demand shaping, and portfolio decision-making. Participants will see how engagement, collaboration, and feedback come together as part of an end-to-end way of working that enables consistent business impact.