1) Recap of ITIL Foundation

2) Introduction

• The importance of engagement
• Key principles

3) The Customer Journey

• Stakeholder aspirations
• Touchpoints and service interactions
• Mapping the customer journey
• Designing the customer journey
• Measuring and improving the customer journey

4) Step 1: Explore

• Understanding service consumers and their needs
• Understanding service providers and their offers
• Understanding markets
• Targeting markets

5) Step 2: Engage

• Communicating and collaborating
• Understanding service relationship types
• Building service relationships
• Managing suppliers and partners

6) Step 3: Offer

• Managing demand and opportunities
• Specifying managing customer requirements
• Designing service offerings and user experience
• Selling and obtaining service offerings

7) Step 4: Agree

• Agreeing and planning value co-creation
• Negotiating and agreeing a service

8) Step 5: Onboard

• Planning onboarding
• Relating with users and fostering relationships
• Proving user engagement and delivery channels
• Enabling users for service
• Evaluating mutual capabilities
• Offboarding customers and users

9) Step 6: Co-create

• Fostering a service mindset
• Ongoing service interactions
• Nurturing user communities

10) Step 7: Realise Value

• Realising service value in different setings
• Tracking value realisation
• Assessing and reporting value realisation
• Evaluating value realisation and improving customer journeys
• Realising value for the service provider

11) Exam Preparation

• Exam techniques
• Sample Exam(s)