Understand how customer journeys are designed

• Understand the concept
• Designing the journey

Module 1: Explore

• Understanding service consumers
• Understanding service providers
• Understanding markets
• Target markets

Module 2: Engage

• Communicating and collaborating
• Understand service relationship
• Building service relationship
• Managing suppliers and partners

Module 3: Offer

• Managing demands
• Specifying customer requirements
• Designing service offering
• Selling and obtaining offerings

Module 4: Agree

• Planning value co-creation
• Negotiating and agreeing service

Module 5: Onboard

• Planning onboarding
• Fostering user relationships
• Providing user channels
• Enabling users for service
• Elevating mutual capabilities
• Off-boarding customers and users

Module 6: Co-create

• Fostering a service mindset
• On-going service interactions
• Nurturing user committees

Module 7: Realize

• Realizing service value
• Tracking value realization
• Assessing and reporting value
• Evaluating value realization
• Realizing value for the service provider

Included Practices:-

• Relationship Management
• Supplier Management
• Business Analysis
• Service Level Management
• Service Catalogue management
• Service Desk
• Service Request Management
• Portfolio Management