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eLearning Products
PT26919
Training Summary
In this course you will look at all types of engagements and interactions that take place between the service provider and their customers, users, suppliers and partners. Key concepts include customer (CX) and user experience (UX) and journey mapping concepts.
Prerequisites
In order to take this course you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.
Duration
9 Hours/eLearning
Audience
If you are an IT Leader, ITSM Practitioner or a member of the ITIL Support Team, then this course is for you.
Course Topics
- Introduction
- Concept of Customer Journey
- Design & Improve Customer Journeys
- Step 1: Explore
- Marketing Activities & Techniques
- Customer Needs and Factors that Affect Them
- Identify Service Providers & Value Proposition
- Step 2: Engage
- Supplier & Partner Relationship Types
- Managing Suppliers and Partners
- Develop Customer Relationships; Analyze Customer Needs
- Communicate & Collaborate
- Relationship Management Practice
- Supplier Management Practice
- Step 3: Offer
- Methods for Designing Service Experience
- Approaches for Selling and Obtaining Services
- Requirements Management
- Business Analyst Practice
- Step 4: Agree
- Negotiate and Agree
- Service Level Management Practice
- Step 5: Onboard
- Fostering User Relationships
- Enabling Users for Service Use
- Elevate Mutual Capabilities
- Prepare Onboard/Offboard Plans
- User Engagement & Delivery Channels
- Service Catalog Management Practice
- Service Desk Practice
- Step 6: Co-Create
- Approaches for User Service/Requesting Services
- Triaging User Requests, Moments of Truth
- User Communities
- Encouraging Customer/User Feedback
- Service Request Management Practice
- Step 7: Realize
- Measuring Service Usage & Satisfaction
- Methods to Track/Monitor Service Value
- Charging Mechanisms
- Validate Service Value, Report Service Outcomes
- Evaluate & Improve Customer Journey
- Portfolio Management Practice
- Course Summary