Business exists to create value. But value that’s created or deployed within a vacuum is rarely successful. In today’s digitised business climate, there is little room for error – if you get it wrong, you run the risk of discrediting your services and capabilities, as well as creating technical debt and a loss of revenue.
It’s crucial to know what your customers want and need – and to deliver that value as effectively, efficiently, and rapidly as possible. That’s why it’s essential to not just create and deliver well-managed IT-enabled services, but to also develop and sustain strong relationships with all internal and external stakeholders.
The ITIL® 4 framework, particularly the last course to be launched in the Managing Professional (MP) stream – the ITIL 4 Specialist: Drive Stakeholder Value certification course – has been specifically designed to enable you do this.
The core concept behind the ITIL 4 Specialist: Drive Stakeholder Value certification course is to convert demand into value through IT-enabled services. To drive stakeholder value, all stakeholders – inclusive of users, customers, sponsors, service providers, and any other parties involved in the service – must contribute to the co-creation of service value.
The structure that facilitates this collaborative creation of value is the customer journey – the complete end-to-end experience that customers have with service providers and/or their products through specific touchpoint’s and service interactions. For example, the act of subscribing to a virtual server from a public cloud service provider is a touchpoint within a customer’s journey. Researching and then subscribing to the service, integrating it, and getting it up and running in the service consumer’s organisation would constitute the full journey as the service consumer sees it.
The customer journey can be broken down into seven steps…
Mastering the customer journey helps to maximise stakeholder value through co-creation by focusing on and understanding both customer and user outcomes and experiences.
Learn More about the Seven Steps of the Customer Journey
The three-day ITIL Specialist: Drive Stakeholder Value certification course discusses the main steps of a customer journey, providing guidance on how to co-create the most valuable journey. The course agenda concentrates on key ITIL 4 practices that include relationship management, portfolio management, service request management, business relationship management, and more.
Pink’s certification courses are available as live, instructor-led virtual public courses; live, instructor-led virtual team courses (exclusive to your organisation); or through self-paced online courses.
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