In this one-hour webinar, Adam Sawle, provides an insight into the ITIL4 Managing Professional – Drive Stakeholder Value module.
Realizing value for stakeholders is a vital aspect of value co-created between the service provider and service consumers. The ‘customer journey’ is a concept introduced in ITIL4 as an approach to achieving value co-creation.
ITIL4 defines the ‘customer journey’ as “the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those service providers”. Therefore, understanding and optimizing this journey will help drive stakeholder value.
The Drive Stakeholder Value module is structured around the ‘customer journey’ and in this webinar we will demonstrate the journey and the various relevant components across each step.
Specifically, the webinar will cover:
- An introduction to the ITIL4 framework
- The ITIL4 Qualification Scheme
- The customer journey:
- Explore
- Engage
- Offer
- Agree
- Onboard
- Co-create
- Realize
- Drive Stakeholder Value course content
- Target audience
- Questions
For further information on the Drive Stakeholder Value module then click here:
Please note: This recording relates to the ITIL 4 qualification scheme and was produced before the introduction of ITIL (Version 5). Some course and qualification information may have changed.
