To begin this course, go to the main page ITIL 4 Managing Professional Certification Course.
3. Drive Stakeholder Value (DSV)
1. The concept of the customer journey
Key message: a customer journey is 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
How you deliver a service is as important as what you deliver
Understanding every touchpoint and interaction is NOT enough. You must take the journey yourself and understand the overall experience
When you understand the customer journey you can:
A touchpoint is any time a service consumer or potential service consumer comes in contact with the service provider and/or its products: identify touchpoints and service interactions by listing all places and times that the service consumer may encounter the service provider, its products, or its brand.
A service interaction is a value co-creating reciprocal action between a service provider and a service consumer: service interactions include transfer of goods, provision of access to resources, indirect contact with the service provider via a component or even a third party.
1.1 Benefits
For the service consumer | For the service provider | |
Facilitate outcome and experience |
Gain optimal service value and experience Get what you need, not just what you asked for |
Identify and support service consumer behaviours and outcomes Optimize/improve products, services, and journeys |
Optimize risk and compliance |
Ensure key business risks are identified and addressed |
Focus on customer satisfaction and maximize benefits for the investments |
Optimize resources and minimize costs |
Work together to optimize use of resources through the whole service lifecycle |
Work together to optimize use of resources through the whole service lifecycle |
Go back to ITIL 4 Managing Professional Certification Course for the other chapters if you completed this xx chapter.
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