The “Engage” activity ensures that all stakeholder needs are understood, communicated, and met throughout the service lifecycle. In this episode, we’ll explore how engagement creates a two-way relationship between service providers and consumers. Effective engagement captures requirements, manages expectations, and builds trust. It ensures that feedback loops remain open, so that value is co-created rather than assumed. Without strong engagement, even well-designed services can fail because they don’t reflect real customer needs.

We’ll use scenarios such as onboarding new employees or gathering feedback from business units to show how engagement makes services more relevant and effective. On the exam, watch for questions that describe interactions with customers, users, or sponsors — these almost always connect to the engage activity. This episode was produced by BareMetalCyber.com.