Overview
This course is part of the ITIL® 4 Managing Professional pathway and focuses on providing the learner with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. How service providers engage with stakeholders to co-create value and improve customer and user experiences. It explores how demand is converted into value through IT-enabled services and how these interactions shape the customer journey.
Learners will gain practical tools to build trusted relationships, manage customer expectations, and design meaningful service experiences. This module is ideal for professionals who work directly with customers, users, partners, or suppliers and need to improve satisfaction, collaboration, and service outcomes.
Prerequisites
A valid ITIL® 4 or ITIL® v3 Foundation certification is required. Delegates will also be expected to complete pre-course reading provided by QA before attending the course.
Target audience
This course is ideal for:
- Professionals managing stakeholder relationships across digital and IT functions
- Those designing or managing customer journeys and experiences
- Individuals responsible for demand shaping and expectation management
- Roles such as Business Relationship Manager, Service Delivery Manager, UX/CX Designer, Project Manager, Vendor Manager, and others involved in service engagement
Learning Outcomes
By the end of this course, learners will be able to:
- Understand customer journeys and how they are designed
- Know how to target markets and stakeholders
- Know how to foster stakeholder relationships
- Know how to shape demand and define service offerings
- Know how to align expectations and agree details of services
- Know how to onboard and offboard customers and users
- Know how to act together to ensure continual value co-creation
- Know how to realize and validate service value
Course Outline
ITIL Foundation review
- Brief review of core ITIL 4 principles and concepts
Customer journey intro
- Understanding the stages and benefits of the customer journey
- Introduction to methods used in designing and improving customer journeys
Explore
- Targeting and understanding markets
- Understanding service providers and their offerings
- Understanding service consumers and their needs
Engage
- Effective communication and collaboration techniques
- Identifying characteristics of relationship types
- Developing strong customer relationships
Offer
- Managing demand and identifying opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experiences
- Selling and obtaining service commitments
Agree
- Aligning expectations and defining service scope
- Using service level management practices to ensure service delivery oversight
Onboard
- Understanding onboarding processes and preparation
- Utilising omnichannel management for onboarding success
- Planning for offboarding as part of the overall lifecycle
Co-create
- Enabling value through collaborative service relationships
- Recognising and optimising moments of truth
- Using feedback and user communities to drive improvement
Realise
- Tracking, assessing, and evaluating service value realisation
- Measuring service experience and usage
- Reporting outcomes in meaningful ways
- Continuously improving the customer journey
Exams and assessments
This course includes a formal certification exam:
- 40 multiple-choice questions
- 90 minutes duration
- Closed book format
- Pass mark: 28 out of 40 (70%)
- The exam is delivered online by PeopleCert and can be taken at the learner’s convenience after the course
From 2023, all PeopleCert Global Best Practice certifications must be renewed after three years.
Hands-on learning
Delegates will participate in:
- Stakeholder engagement scenarios and exercises
- Group activities to define and assess customer journeys
- Simulations to improve service offerings and user experience
- Collaborative sessions to apply feedback and improve relationship outcomes
Why choose QA
- 98% say our ITIL® training will improve job performance
- 92% pass rate for our ITIL® training courses
- 98% quality rating for our ITIL® trainers' knowledge
- We are fully accredited by PeopleCert
ITIL® and the Swirl logo are registered trademarks of the PeopleCert group. Used under license from PeopleCert. All rights reserved.
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When will I receive my joining instructions?
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When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.