Deliver exceptional value through IT today
Distinguish yourself within a competitive environment.
Introduction
Course duration: 4 days, 9am – 5pm
This module provides the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key customer/user experience and journey mapping concepts.
- Understand how customer journeys are designed
- Understand the concept
- Designing the journey
- Step 1 – Explore
- Understanding service consumers
- Understanding service providers
- Understanding markets
- Target markets
- Step 2 – Engage
- Communicating and collaborating
- Understand service relationship
- Building service relationship
- Managing suppliers and partners
- Step 3 – Offer
- Managing demands
- Specifying customer requirements
- Designing service offering
- Selling and obtaining offerings
- Step 4 – Agree
- Planning value co-creation
- Negotiating and agreeing service
- Step 5 – Onboard
- Planning onboarding
- Fostering user relationships
- Providing user channels
- Enabling users for service
- Elevating mutual capabilities
- Off-boarding customers and users
- Step 6 – Co-create
- Fostering a service mindset
- On-going service interactions
- Nurturing user committees
- Step 7 – Realise
- Realising service value
- Tracking value realisation
- Assessing and reporting value
- Evaluating value realisation
- Realising value for the service provider
- Included practices:
-
- Supplier management
- Relationship management
- Business analysis
- Service level management
- Service Catalogue management
- Service Desk
- Service request management
- Portfolio management.
- Understand customer journeys
- Target markets and foster stakeholder relationships
- Shape demand and define service offerings
- Align expectations and agree details of services
- Onboard and off-board customers and users
- Act together to ensure continual value co-creation
- Realise and validate service value.
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners who are responsible for managing and integrating stakeholders
- Existing ITIL qualification holders wishing to develop their knowledge.
EXAMINATION FORMAT
- 40 Multiple Choice Questions
- 1 mark per correct answer
- 28 marks required to pass (out of 40 available) – 70%
- 90 minutes duration
- Closed-book.
PeopleCert’s Continuous Professional Development Programme
All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.
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Why Us?
Complimentary refresher
Participants can attend a complimentary refresher if they wish(1-year validity and subject to approval)
Post-training support
Should you have questions after the course, you may contact the trainer for assistance regarding course material
E-learning Portal Access
1 year access to our E-learning portal. Including: - E-books available for download - Official sample exam - Randomised quiz formulated by Sapience Trainers based on past examinations
Trainer profile
Senior Consultant
Sapience Consulting
Principal Consultant
Sapience Consulting
Senior Consultant
Sapience Consulting