Course Outline

• value propositions
• fostering relationships
• keeping engagement channels open
• shaping demand
• designing service offerings
• aligning and agreeing expectations
• co-creating service experiences
• realizing value

Learning Objective

• 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

Target Group

• Individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
• Existing ITIL qualification holders wishing to develop their knowledge.

Pre-requisite

• The candidate must have passed the ITIL 4 Foundation examination.
• In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

Exam Details

Type: Forty (40) multiple choice carrying 1 mark each.

Duration: 90 minutes. Candidates sitting the examination in a language other than their native language have 25% extra time

Pass Score:70% (28of 40)

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training