All service providers are in the business of customer and user experience . It is not enough to compete on products and services, how services are delivered is as important as what is delivered. The  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 providers. In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain . The customer journey begins by understanding the overall macro-level of steps or groups of activities that generate the need for interaction between the customer and the service provider. These activities begin at “Explore” and end with “Realize” where the value is actually being consumed by the end-users.   Co...

Think slow and hard about that statement; Drive Stakeholder Value ! Sometimes we see and use terminology so much that the power of the statement gets lost. This is one we must hear and ignite if we have any hope of meeting the evolving door of consumer requirements.  The Drive Stakeholder Value (DSV) certification course is available within the ITIL 4 Managing Professional stream of certification.  Therefore, DSV is also a module and one of the focus areas in the Managing Professional Transition (MPT) class.  Confused? Take a look at this graphic : ITIL 4 Managing Professional Transition  is a course that provides ITIL Experts or those that have at least 17 ITIL v3 credits a fast-track way to obtain the ITIL Managing Professional certification. This course excerpts key concepts from ITIL 4 Foundation and from each of the four Managing Professional modules. The Managing Professional stream of certification courses targets IT practitioners...