Explore how service providers build and sustain the relationships that make a service genuinely valuable to the people using it. This course looks at the ITIL 4 Specialist: Drive Stakeholder Value area, following the customer journey from first contact through onboarding, ongoing engagement and eventual offboarding.
Who this course is for
Customer experience, service delivery and relationship management professionals, and anyone preparing to explore the Drive Stakeholder Value specialist area of ITIL 4.
Syllabus outline
- Course Overview & Learning Objectives
- Mapping the Customer Journey from First Contact to Ongoing Use
- Fostering Trust Between Providers, Customers and Users
- Shaping Demand and Designing Service Offerings Together
- Aligning Expectations and Onboarding New Customers and Users
- Co-Creating Value Through Ongoing Engagement
- Gathering and Acting on Customer and User Feedback
- Supporting Offboarding and Sustaining Long-Term Value
ITIL® is a registered trademark of PeopleCert Group. This course is independently produced training content created to help learners understand and prepare for the topic area, and is not an official, accredited, or PeopleCert-endorsed certification course.
Curriculum
- 4 Sections
- 8 Lessons
- 10 Weeks
Expand all sectionsCollapse all sections
- Section 1: Foundations of Drive Stakeholder Value2
- Section 2: Building and Sustaining Stakeholder Relationships2
- Section 3: Engaging Customers Through the Service Relationship2
- Section 4: Measuring and Improving the Stakeholder Experience3
Instructor
$10.00
