1 - How customer journeys are designed
Understand the concept of the customer journeyUnderstand the ways of designing and improving customer journeys
2 - How to target markets and stakeholders
Understand the characteristics of marketsUnderstand marketing activities and techniquesKnow how to describe customer needs and internal and external factors that affect theseKnow how to identify service providers and explain their value propositions
3 - How to foster stakeholder relationships
Understand the concepts mutual readiness and maturityUnderstand the different supplier and partner relationship types, and how these are managedKnow how to develop customer relationshipsKnow how to analyze customer needsKnow how to use communication and collaboration activities and techniquesKnow how the “Relationship management” practice can be applied to enable and contribute to fostering relationshipsKnow how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management
4 - How to shape demand and define service offerings
Understand methods for designing digital service experiences based on value driven, data driven and user centered service designUnderstand approaches for selling and obtaining service offeringsKnow how to capture, influence and manage demand and opportunitiesKnow how to collect, specify and prioritize requirements from a diverse range of stakeholdersKnow how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
5 - How to align expectations and agree details of services
Know how to plan for value co-creationKnow how to negotiate and agree service utility, warranty and experienceKnow how the “Service level management” practice can be applied to enable and contribute to service expectation management
6 - How to onboard and offboard customers and users
Understand key transition, onboarding and offboarding activitiesUnderstand the ways of relating with users and fostering user relationshipsUnderstand how users are authorized and entitled to servicesUnderstand different approaches to mutual elevation of customer, user and service provider capabilitiesKnow how to prepare onboarding and offboarding plansKnow how to develop user engagement and delivery channelsKnow how the “Service Catalogue management” practice can be applied to enable and contribute to offering user servicesKnow how the “Service Desk” practice can be applied to enable and contribute to user engagement
7 - How to act together to ensure continual value co-creation
Understand how users can request servicesUnderstand methods for triaging of user requestsUnderstand the concept of user communitiesUnderstand methods for encouraging and managing customer and user feedbackKnow how to foster a service mindset (attitude, behavior and culture)Know how to use different approaches to provision of user servicesKnow how to seize and deal with customer and user ‘moments of truth’Know how the “Service request management” practice can be applied to enable and contribute to service usage
8 - How to realize and validate service value
Understand methods for measuring service usage and customer and user experience and satisfactionUnderstand charging mechanismsKnow how to assess service value realizationKnow how to prepare to evaluate and improve the customer journeyKnow how the “Portfolio management” practice can be applied to enable and contribute to service value realizationITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.
ITIL® / PRINCE2® / PRINCE2 Agile® / MSP® / M_o_R® / P3O® / MoP® / MoV® / AgileSHIFT® are registered trademarks of PeopleCert’s affiliate AXELOS Limited (‘AXELOS’). The AXELOS swirl logo is a trade mark of AXELOS Limited. All rights reserved.
Who is it For?
The target audience include, but is not limited to:
Customer experience (CX) managers
Service delivery managers
Service desk managers
Service Level Managers
Service and Solution Architects
Supplier relationship Managers
Customer experience/User experience Designers
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.