This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value.

Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder.

This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:

Value propositions
Fostering relationships
Keeping engagement channels open
Shaping demand
Designing service offerings
Aligning and agreeing expectations
Co-creating service experiences
Realizing value

  • How customer journeys are designed

  • Understand the concept of the customer journey
    Understand the ways of designing and improving customer journeys

  • How to target markets and stakeholders

  • Understand the characteristics of markets
    Understand marketing activities and techniques
    Know how to describe customer needs and internal and external factors that affect these
    Know how to identify service providers and explain their value propositions

  • How to foster stakeholder relationships

  • Understand the concepts 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 contribute to fostering relationships
    Know how the 'Supplier management' practice can be applied to enable and contribute to supplier and partner relationships management

  • 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

  • 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

  • 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

  • How to act together to ensure continual value co-creation

  • Understand how users can request services
    Understand methods for triaging of 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 of 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

  • How to realize and validate service value

  • Understand methods for measuring service usage and customer and user experience and satisfaction
    Understand charging mechanisms
    Know how to assess service value realization
    Know how to prepare to evaluate and improve the customer journey
    Know how the 'Portfolio management' practice can be applied to enable and contribute to service value realization
    ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.


The target audience for this course include, but is not limited to, Relationship managers, Customer experience (CX) managers, Account managers, Service delivery managers, Service desk managers, Service Level Managers, Enterprise Architects, Service and Solution Architects, Business Analysts, Product Owners, Marketing Managers, Project Managers, Portfolio Managers, Supplier relationship Managers, Vendor Managers, Contract Managers, Customer experience/User experience Designers, and Consultants.




Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

Course Info

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Cost: $ 2,385

Length: 3.0 days (24 hours)


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