Plan szkolenia
Module 0: Course Overview Module 1: Introduction
Module 2: Understand How Customer Journeys
are Designed
• Understand the concept of the customer journey
• Understand the ways to design and improve customer
journeys
Module 3: Know How to Target Markets and
Stakeholders
• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and the internal
and external factors that affect these
• Know how to identify service providers and explain their
value propositions
Module 4: Know How to Foster Stakeholder
Relationships
• Understand the concepts of mutual readiness and maturity
• Understand the different supplier and partner relationship
types and how
these are managed
• Know how to develop customer relationships
• Know how to analyze customer needs
• Know how to use communication and collaboration
activities and techniques
• Know how the Relationship Management practice can be
applied to enable and foster relationships
• Know how the Supplier Management practice can be
applied to enable and contribute to supplier and partner
management
Module 5: Know How to Shape Demand and Define
Service Offerings
• Understand methods for designing digital service experiences
based on value-driven, data-driven and user-centered service
design
• Understand approaches for selling and obtaining service
offerings
• Know how to capture, influence and manage demand
and opportunities
• Know how to collect, specify and prioritize requirements
from a diverse range of stakeholders
• Know how the Business Analysis practice can be applied
to enable and contribute to requirement management
and service design
Module 6: Know How to Align Expectations and
Agree Details of Services
• Know how to plan for value co-creation
• Know how to negotiate and agree service utility, warranty and
experience
• Know how the Service Level Management practice can be
applied to enable and contribute to service expectation
management
Module 7: Know How to Onboard and Offboard
Customers and Users
• Understand key transition, onboarding and offboarding
activities
• Understand the ways of relating with users and fostering user relationships
• Understand how users are authorized and entitled to services
• Understand different approaches to mutual elevation of
customer, user and service provider capabilities
• Know how to prepare onboarding and offboarding plans
• Know how to develop user engagement and delivery
channels
• Know how the Service Catalogue Management practice
can be applied to enable and contribute to offering user
services
• Know how the Service Desk practice can be applied to
enable and
contribute to user engagement
Module 8: Know How to Act Together to
Ensure Continual Value Co-Creation (Service
Consumption/Provisioning)
• Understand how users can request services
• Understand methods for triaging user requests
• Understand the concept of user communities
• Understand methods for encouraging and managing
customer and user feedback
• Know how to foster a service mindset (attitude, behavior
and culture)
• Know how to use different approaches to provision user
services
• Know how to seize and deal with customer and user
‘moments of truth’
• Know how the Service Request Management practice
can be applied to enable and contribute to service usage
Module 9: Know How to Realize and Validate
Service Value
• Understand methods for measuring service usage and
customer and user experience and satisfaction
• Understand methods to track and monitor service value
(outcome, risk, cost and resources)
• Understand different types of reporting of service outcome
and performance
• Understand charging mechanisms
• Know how to validate service value
• Know how to evaluate and improve the customer journey
• Know how the Portfolio Management practice can
be applied to enable and contribute to service value
realization
Exam Preparation
