Course Description
Goals:
Understand the concept and the ways of designing and improving customer journeys.
Be able to:
- Design a customer journey from a service provider perspective
- Design a customer journey from a customer perspective
- Explore value propositions
- Foster relationships
- Keep engagement channels open
- Shape demand
- Design and evaluate service offerings
- Align with and agree on service expectations
- Co-create service experiences
- Reach service value.
Justify your higher salary and promotion for job by preparing for ITIL®4.0 DSV certification.
Audience:
IT Pros, IT managers, IT Product owners, IT customers and decision-makers
You will learn
- 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 cocreation(service consumption / provisioning)
- Know how to realize and validate service valueApply shift-left approach
- Be able to prepare for the ITIL® 4.0 DSV certification exam.
Prerequisites
Successful graduation from ITIL 4.0 Foundation training.
Course Program
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- Let’s Get to Know Each Other
- Recap of the main ITIL 4 concepts
- Course Introduction
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- Customer journey big picture
- Customer journey steps and concepts
- Touchpoints and interactions
- Measuring and improving
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- Know how to describe customer needs and internal and external factors that affect these.
- Know how to identify service providers and explain their value propositions.
- Understand the characteristics of markets.
- Understand marketing activities and techniques.
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- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
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- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
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- Agreeing and Planning Value Co-creation
- Negotiating and Agreeing a Service
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- Planning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
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- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
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- Tracking Value Realization
- Assessing and Reporting Value
- Evaluating Value Realization and Improving Customer Journeys
- Realizing value for the service provider
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- ITIL certification schema and levels
- DSV exam preparation
- Mock up exam
- Recommendations for preparation and taking the certification exam
- Congratulations!
Course duration in hours:
16 hours
Course Schedule
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Trainer
Danil Dintsis
Date
Any convenient date
Training format
Place of study
Online, from a convenient locationLanguage
EnglishPrice
3970 ₪
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* Corporate training ensures increased performance, compliance with higher professional standards, and the formation of an efficiently working team of specialists.
Trainers
Danil Dintsis
Learning price
3970 ₪