Business Outcomes Engagement Program: Level 1



The Business Outcome Engagement Program employs an architectural approach. It is designed for service and technical professionals who engage with sales teams and customers in conversations designed to pinpoint a strategic view of customer needs, lead stakeholders to consensus decisions, and produce cross-architectural roadmaps.�

This program will help you to understand the elements of an architecture based business outcome engagement, recognize customer business requirements, and translate these requirements into technical solutions delivering the relevant business outcomes.�

This level of the program will enable you to:�

  • Understand business strategy and operating models
  • Capture priorities, pain points, and opportunities
  • Create customer solution recommendations


  • Channel partner service engineers
  • Technical account managers
  • Technical architects


An understanding of developing technology solutions to meet customer requirements

Learning Objectives

  • How to apply business outcome methods and architecture concepts across phases of the sales cycle
  • Perform a business outcomes engagement in conducting sales activities and engaging with customers
  • Translate customer needs into technical requirements
  • Use business outcome skills to convey how technical architectures, solutions and services address customer needs
  • Develop the customer business solutions and outcomes aligned to business needs


1. Perform Pre Elicitation Analysis�

  • Obtain and diagnose internal customer records
  • Advise internal sales teams on the customer�s environment

2. Elicit Customer Requirements�

  • Creating customer confidence by establishing credibility
  • Stakeholder analysis
  • Findings of the elicitation meetings

3. Refine Customer Business Needs�

  • Verify the �as-is� state of the business
  • Pain points and opportunities for the customer
  • Target state capabilities
  • Perform and document gap analysis

4. Create Business Design and Deliver Solution Recommendation�

  • Translate customer business requirements to technical requirements
  • Solutions that address the pain points and satisfy the opportunities
  • Visually map solutions vs. capabilities required, and indicate relative level of priority
  • Business benefits of identified solutions
  • Dependencies, risks, and other assumptions related to solutions, customer to-be environment

5. Additional On-Demand Enablement

  • Core architecture and outcomes conceptsBusiness outcome led approach
  • Identifying customer expectations and drivers utilizing business architecture
  • Finance and business acumen

6. Ongoing Support

  • On-demand enablement
  • Digital tools and applications
  • Access to community and subject matter expert (SME)