The course covers major steps of customer journey from exploration of market to value capturing.

The program contains ITIL®4 management concepts and practices required to support collaborative relationships with consumers, partners, suppliers and other stakeholders necessary to co-create value:

• 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 co-creation (service consumption / provisioning)

• Know how to realize and validate service value

Practices covered: Business analysis, Portfolio management, Relationship management, Service catalogue management, Service desk, Service level management, Service request management, Supplier management