Catalog · Function-based · B6
Operations and Service Delivery
Relevant to service delivery organizations, back office operations, shared services and global capability centers.
16 Capability Courses · 6 Foundation · 10 Intermediate
Capability Courses in this group
| Code | Capability Course | Level |
|---|---|---|
| FN-OPS-101 | Operations Management Fundamentals | Foundation |
| FN-OPS-102 | Process Mapping and Standard Operating Procedures | Foundation |
| FN-OPS-103 | Capacity Planning and Resource Utilization | Intermediate |
| FN-OPS-104 | Service Level Management and Operational Metrics | Intermediate |
| FN-OPS-105 | Shift Planning and Workforce Scheduling | Foundation |
| FN-OPS-106 | Cost to Serve and Operational Efficiency | Intermediate |
| FN-OPS-107 | Outsourcing and Vendor Governance | Intermediate |
| FN-OPS-108 | Global Capability Center Operating Models | Intermediate |
| FN-OPS-109 | Transition and Knowledge Transfer Management | Intermediate |
| FN-OPS-110 | Incident and Escalation Management | Foundation |
| FN-OPS-111 | Operational Risk and Control Testing | Intermediate |
| FN-OPS-112 | Robotic Process Automation Foundations | Foundation |
| FN-OPS-113 | Command Center and Operational Reporting | Intermediate |
| FN-OPS-114 | Facilities and Site Operations Coordination | Foundation |
| FN-OPS-115 | Continuous Improvement in Service Operations | Intermediate |
| FN-OPS-116 | Artificial Intelligence in Operations and Intelligent Automation | Intermediate |
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See Operations and Service Delivery mapped to your organization.
A short walkthrough of these Capability Courses, the platform, and your deployment options.