ITIL4 Insight series - Drive Stakeholder Value
Автор: Sysop
Загружено: 2021-03-12
Просмотров: 729
In this one-hour webinar, Adam Sawle, will provide 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
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