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Learners gain a practical understanding of: Why customer experience matters The benefits of mastering the customer journey How customer journeys are designed
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Course Introduction Course goals Course agenda The Customer Journey - Introduction The concept of the customer journey How to map the customer journey How to design and improve the customer journey Exercise: Exploring touchpoints and interactions The Customer Journey - Explore Targeting markets Understanding markets Understanding service providers and their offerings Understanding service consumers and their needs The Customer Journey - Engage Communicating and collaborating Understanding service relationship types Building service relationships Managing suppliers and partners Exercise: Exploring outcomes, costs, and risks The Customer Journey - Offer Managing demand and opportunities Specifying and managing customer requirements Designing service offerings and user experience Selling and obtaining service offerings Exercise: Exploring prioritizing requirements
The Customer Journey - Agree Agreeing and planning value co-creation Negotiating and agreeing a service Exercise: Exploring service level agreements The Customer Journey - Onboard Planning onboarding Relating with users and fostering relationships Providing user engagement and delivery channels Enabling users for service Elevating mutual capabilities Offboarding customers and users Exercise: Exploring multi-channel vs. omnichannel support The Customer Journey – Co-Create Fostering a service mindset Ongoing service interactions Nurturing user communities The Customer Journey - Realize Realizing value for the service provider Tracking value realization Assessing and reporting value realization Evaluating value realization and improving the customer journey Realizing value for the service provider Exercise: Reporting value realization Summary and Reflection Additional sources of information Exam Preparations Taking Action!
How to: Target markets, shape demand, and agree details of services Onboard/offboard customers and users Ensure value co-creation
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This 16-hour course is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It covers both practical and strategic elements. This universal module is a key component of both the ITIL Managing Professional and ITIL Strategic Leader streams.
ITIL 4 Drive Stakeholder Value (DSV) Agenda