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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.
Learners gain a practical understanding of :
How to:
In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain. Therefore, this ITIL 4 module is around the customer journey – from both parties engaging, agreeing to work together and interacting to co-create value.
This ITIL Specialist course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners.
At the end of the course, attendees will have developed capabilities in:
1. Ensuring high satisfaction levels ITIL had previously considered satisfaction via service level agreements – focused on outputs – utility and warranty. ITIL 4 introduces the “flip” from outputs to outcome when consuming a service.
2. Using human-centered design when designing services The module gives practical guidance about, for example, design thinking to achieve better usability and experience by understanding how the customer feels when using a service.
3. Customer experience (CX) and user experience (UX) design to optimize customer experience These ideas add to the concepts of utility and warranty (achieving quality outcomes) but speak the language of experience based agreements.
4. Communication – influencing stakeholders, encouraging collaboration and transparency To drive stakeholder value, good communication is a prerequisite of trust: listening and understanding what each party needs and wants. By understanding the dynamics in a service relationship, the practitioner will be better placed to provide services, drive and co-create value.
Course / Student Materials:
The ITIL®4 Specialist: Drive Stakeholder Value – Accredited course on this page is offered by ITSM Academy ATO/Affiliate of AXELOS Limited. ITIL®4 Specialist: Drive Stakeholder Value – Accredited is a registered trademark of AXELOS Limited. All rights reserved.
- Course goals - Course agenda
- 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
- Targeting markets - Understanding markets - Understanding service providers and their offerings - Understanding service consumers and their needs
- Communicating and collaborating - Understanding service relationship types - Building service relationships - Managing suppliers and partners - Exercise: Exploring outcomes, costs, and risks
- Managing demand and opportunities - Specifying and managing customer requirements - Designing service offerings and user experience - Selling and obtaining service offerings - Exercise: Exploring prioritizing requirements
- Agreeing and planning value co-creation - Negotiating and agreeing a service - Exercise: Exploring service level agreements
- 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
- Fostering a service mindset - Ongoing service interactions - Nurturing user communities
- 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
ITIL 4 Foundation
3 Days Course