This course provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides organizations on a journey in their service provider and consumer roles, supporting effective interaction and communication.
What's included:
Course Videos
Self-Study Guide
Pre-course reading (eBook)
Post-course reading (eBook)
Quick Reference Cards (eBook)
Sample Exam (quiz)
Practice Questions (quiz)
Course Outline
Course Introduction
Module 1: Customer Journey
Purpose of the Module
Purpose of Mastering the Customer Journey
Touchpoints and Service Interactions
Module Topics
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey
Module 2: Customer Journey Step 1: Explore
Purpose of the Module
Purpose of the Explore Step
Module Topics
Understanding Service Consumers
Understanding Service Providers
Understanding and Targeting Markets
Module 3: Customer Journey Step 2: Engage
Purpose of the Module
Purpose of the Engage Step
Aspects of Service Value
Module Topics
Service Relationship Types
Building Service Relationships
Building and Sustaining Trust and Relationships
Analyzing Customer Needs
Managing Suppliers and Partners
Module 4: Customer Journey Step 3: Offer
Purpose of the Module
Purpose of Shaping Demand and Service Offerings
Module Topics
Managing Demand and Opportunities
Specifying and Managing Customer Requirements
Designing Service Offerings and User Experience
Selling and Obtaining Service Offerings
Module 5: Customer Journey Step 4: Agree
Purpose of the Module
Purpose of Aligning Expectations and Agreeing Services
Module Topics
Agreeing and Planning Value Co-Creation
Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
Purpose of the Module
Purpose of Onboarding and Offboarding
ITIL Management Practices
Module Topics
Planning Onboarding
Fostering Relationships with Users
Providing User Engagement and Delivery Channels
Enabling Users for Service
Elevating Mutual Capabilities
Offboarding
Module 7: Customer Journey Step 6: Co-create
Purpose of the Module
Purpose of Service Provision and Consumption
Module Topics
Service Mindset
Ongoing Service Interactions
Nurturing User Communities
Module 8: Customer Journey Step 7: Realize
Purpose of the Module
Measuring Service Value
Purpose of Value Capturing and Customer Journey Improvement
Realizing Service Value in Different Settings
Module Topics
Tracking Value Realization
Assessing and Reporting Value Realization
Evaluating Value Realization and Improving Customer Journeys
Realizing Value for the Service Provider
Target Audience
The ITIL® 4 Specialist: Drive Stakeholder Value course target audience includes but is not limited to:
Business Managers
Business Process Owners
IT Consultants
IT Developers
IT Management
IT Support Staff
Service Providers
System Integrators
Learning Objectives
The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification:
Understand how customer journeys are designed
Know how to target markets and stakeholders
Know how to foster stakeholder relationships
Know how to shape demand and define service offerings
Know how to align expectations and agree details of services
Know how to onboard and offboard customers and users
Know how to act together to ensure continual value co-creation (service consumption / provisioning)
Know how to realize and validate service value
Prerequisites
A candidate must have passed the ITIL® 4 Foundation examination
