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 them
- 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
they 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 on 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 mechanism
- 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
