Lesson 01 – Course Introduction
1.01 Course Introduction
Lesson 02 – The Customer Journey
2.01 The Customer Journey
2.02 The Customer Journey Definition
2.03 The Customer Journey Example
2.04 Customer Journeys and Value Streams
2.05 Mastering the Customer Journey
2.06 Stakeholder Aspirations
2.07 Touchpoints and Service Interactions
2.08 Mapping the Customer Journey
2.09 Personas
2.10 The Customer Experience
2.11 Design the Customer Journey
2.12 Design Thinking
2.13 Leveraging Behavioral Psychology
2.14 Design for Different Cultures
2.15 Measure and Improve the Customer Journey
2.16 Key Takeaways
Knowledge Check
Lesson 03 – Targeting Markets and Stakeholders
3.01 Targeting Markets and Stakeholders
3.02 Importance of Service Needs
3.03 Service Consumers and Their Needs
3.04 External Factors
3.05 Internal Factors
3.06 SWOT Analysis
3.07 Service Objectives and Opportunities
3.08 Risk Assessment
3.09 Service Providers and Their Offerings
3.10 Markets
3.11 Characteristic-Based Market Segmentation
3.12 Need-Based Market Segmentation
3.13 Identify and Analyze Service Consumers
3.14 Targeting Markets
3.15 Targeted Marketing
3.16 Key Takeaways
Knowledge Check
Lesson 04 – Fostering Stakeholder Relationships
4.01 Fostering Stakeholder Relationships
4.02 Stakeholder Relationships
4.03 Communication and Collaboration
4.04 Listening Modes
4.05 Service Relationship Types
4.06 Basic Relationship
4.07 Cooperative Relationship
4.08 Partnership
4.09 Build Service Relationships
4.10 Service Relationship Ladder Step One
4.11 Service Catalog
4.12 Customer Relationship Management
4.13 Service Relationship Ladder Step Two
4.14 The Three Cs of Trustworthiness
4.15 Service Relationship Ladder Step Three
4.16 Service Relationship Ladder Step Four
4.17 Experience and Preferences
4.18 Service Relationship Ladder Step Five
4.19 Assessing Mutual Readiness and Maturity
4.20 Assessing Readiness for Collaboration
4.21 The Service Relationship Management Practice
4.22 Managing Suppliers and Partners
4.23 Service Integrator Activities
4.23 The Supplier Management Practice
4.25 The Supplier Management Practice Success Factors
4.26 Key Takeaways
Knowledge Check
Lesson 05 – Shape Demand and Define Service Offerings
5.01 Shape Demand and Define Service Offerings
5.02 Managing Demand and Opportunities
5.03 Optimizing Capacity
5.04 Shaping or Smoothing Demand
5.05 Service Improvement Opportunities
5.06 Building the Customer Business Case
5.07 Areas of Conflict and Uncertainty
5.08 Conflicting Priorities and Needs
5.09 Building Service Provider Business Case
5.10 Business Analysis
5.11 Roles and Responsibilities Examples
5.12 Managing Requirements
5.13 Separating the Problem from the Solution
5.14 Minimum Viable Product
5.15 User Stories and Story Mapping
5.16 Articulate Requirements
5.17 The MoSCow Method
5.18 Weighted Shortest Job First
5.19 Service Offerings and User Experience
5.20 Lean Thinking
5.21 Aspects of Agile
5.22 Aspects of Agile Continuous Delivery
5.23 Service Blueprint
5.24 Designing for Onboarding
5.25 Selling and Obtaining Service Offerings
5.26 Pricing Options
5.27 Internal and External Sales
5.28 Business Analysis Practice
5.29 Key Takeaways
Knowledge Check
Lesson 06 – Align Expectations and Agree Services
6.01 Align Expectations and Agree Services
6.02 Aligning Expectations
6.03 Value Co-Creation
6.04 Service Interaction Method
6.05 Example of Service Interaction Method
6.06 Inherent and Assigned Characteristics of Services
6.07 Service Consumer Needs and Agreements
6.08 Negotiate and Agree to Services
6.09 Warranty
6.10 Experience
6.11 Negotiate and Agree on Terms and Conditions
6.12 The Service Level Management Practice
6.13 Shared View of Target Service Levels with Customers
6.14 Service Quality Aspects
6.15 The Organization with the Defined Service Levels
6.16 Service Reviews and Improvement Opportunities
6.17 Key Takeaways
Knowledge Check
Lesson 07 – Onboard and Offboard Customers and Users
7.01 Onboard and Offboard Customers and Users
7.02 Onboarding Service Customers
7.03 Planning Onboarding
7.04 Relating with Users and Fostering Relationships
7.05 Fostering Relationships with Corporate Users
7.06 Fostering Relationships with Individual Consumers Part One
7.07 Fostering Relationships with Individual Consumers Part Two
7.08 User Engagement and Delivery Channels
7.09 Choice and Design Affecting Trends
7.10 Omnichannel Communication Challenges Part One
7.11 Omnichannel Communication Challenges Part Two
7.12 Enable Users for Service
7.13 Service Catalog and Service Desk
7.14 Elevate User Capabilities
7.15 Elevate Service Provider Capabilities
7.16 Onboarding Goals
7.17 Onboarding Scope
7.18 Onboarding Initiatives Start and End
7.19 Onboarding Customers and Users Onboarding Actions
7.20 User Onboarding
7.21 Onboarding Control
7.22 Reviewing Onboarding Control
7.23 Offboarding Customers and Users
7.24Customer Offboarding
7.25 User Offboarding
7.26 Service Transition Onboarding and Offboarding
7.27 Service Catalog Management Practice
7.28 Service Desk Practice
7.29 User Satisfaction
7.30 Service Desk Practice Success Factors
7.31 Communication Channels Challenges and Solutions
7.32 Effective Integration of Communication Channels
7.33 Key Takeaways
Knowledge Check
Lesson 08 – Continual Value Co-Creation
8.01 Continual Value Co-Creation
8.02 Value Co-Creation
8.03 Service Mindset for Service Provision and Consumption – Part One
8.04 Service Mindset for Service Provision and Consumption – Part Two
8.05 Services with Invisible Users
8.06 Ongoing Service Interactions
8.07 Service Interactions Based on Architecture
8.08 Service Requests
8.09 Service Desk Interactions
8.10 Moments of Truth
8.11 Intelligent Disobedience
8.12 Customer and User Feedback
8.13 Nurturing User Communities
8.14 Super users
8.15 Service Request Management Practice
8.16 Service Request Management Practice – Success Factors
8.17 Key Takeaways
Knowledge Check
Lesson 09 – Service Value Realization
9.01 Service Value Realization
9.02 Value Realization
9.03 Realizing Service Value in Different Settings Part One
9.04 Realizing Service Value in Different Settings Part Two
9.05 Tracking Value Realization
9.06 Tracking Performance Output and Outcome
9.07 Value Driver Framework Model
9.08 Service Profit Chain
9.09 Tracking Experience and Satisfaction
9.10 Ways to Monitor Customer Experience
9.11 Tracking Service Usage
9.12 Assessing and Reporting Value Realization
9.13 Two Levels of Assessing and Reporting Value Realization
9.14 Evaluating Value Realization and Improving Customer Journeys
9.15 Sources of Continual Improvement
9.16 Tracking Assessing and Evaluating Outcomes
9.17 Charging
9.18 Billing
9.19 Portfolio Management Practice
9.20 Portfolio Management Practice – Success Factors
9.21 Key Takeaways
Knowledge Check
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