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Apex Global

Learning Objective
  • Understand how customer journeys are designed:
    • Learn the ways to design and improve customer journeys
  • Understand how to target markets and stakeholders:
    • Learn the characteristics of markets
    • Learn marketing activities and techniques
    • Learn how to describe customer needs as well as internal and external factors that affect these
    • Learn how to identify service providers and explain their value propositions
  • Understand how to foster stakeholder relationships:
    • Learn how to analyze customer needs
    • Learn about and how to use communication and collaboration activities and techniques
  • Understand how to align expectations and agree upon details of service:
    • Learn how to plan for value creation
    • Learn how to negotiate and agree service utility, warranty, and experience
  • Understand how to onboard and off-board customers and users:
    • Learn different approaches to mutually elevate customer, user, and service provider capabilities
    • Learn how to prepare onboarding and off-boarding plans
    • Learn how to develop user engagement and delivery channels
  • Understand how to act together to ensure continual value co-creation (service consumption/provisioning):
    • Learn how users can request services
    • Learn the methods for encouraging and managing customer and user feedback
    • Learn how to foster a service mindset (attitude, behavior, and culture)
  • Understand how to realize and validate service value:
    • Learn methods for measuring service usage and customer and user experience and satisfaction
    • Learn the different types of reporting of service outcome and performance
Training Contents

Module 1: Introduction to drive stakeholder value 

  • The concept of the customer journey
  • Touchpoints and service interactions
  • Benefits of understanding customer journeys
  • Designing and improving customer journeys

Module 2: The markets and stakeholders targeting

  • Characteristics of markets
  • Marketing activities and techniques
  • Customer needs definition
  • Internal and external factors
  • Service value propositions

Module 3: Fostering stakeholder relationships

  • Concepts of mutual readiness and maturity
  • Managing the different supplier and partner relationship types
  • Customer relationships development
  • Customer needs analyzing
  • Communication and collaboration activities and techniques
  • Relationship management practice
  • Supplier management practice

Module 4: Defining and offering service

  • Designing digital service experiences based on value-driven, data-driven and user-centred service design
  • Selling and obtaining service offerings
  • Capturing, influencing and managing demand and opportunities
  • Collecting, specifing and prioritizing requirements from the diffirent stakeholders
  • Business analysis practice

Module 5: Service Agreement

  • Value co-creation planning
  • Service utility, warranty and experience agreement
  • Service utility, warranty and experience
  • Service level management practice

Module 6: Onboarding and offboarding customers and users

  • The key transition, onboarding and offboarding activities
  • Relating and fostering user relationships
  • Authorized and entitled the service to users
  • Using provider capabilities to mutual elevation of customer, user
  • Preparing onboarding and offboarding plans
  • Developing user engagement and delivery channels
  • Service catalogue management practice
  • Service desk practice
  • Users involves request services

Module 7: Ensuring continual value co-creation

  • Using triaging method for user requests
  • The concept of user communities
  • Encouraging and managing customer and BL2 user feedback
  • Fostering a service mindset (attitude, behaviour and culture)
  • Provisioning of user services
  • Customer and user ‘moments of truth’
  • Service request management practice

Module 8: Service value realization and validation

  • Measuring service usage and customer and user experience and satisfaction
  • Tracking and monitoring service value (outcome, risk, cost and resources)
  • Service outcome and performance reporting
  • Charging mechanisms
  • Evaluating and improving the customer journey
  • Portfolio management practice

Notes: Apex Global is Accredited ITIL Training Provider in Vietnam. We have been trained successfully 17 ITIL Experts in year 2018, 2019.

Target Participant
  • All IT Professionals
  • Software Engineer/Developer/ Systems Engineer
  • Service Delivery Manager
  • DevOps Manager/Specialist
  • Solution Architect, Enterprise Archirect, IT Architect, System Architect
  • Infrastructure Engineer
  • Release and Deployment Manager
  • IS/IT Manager
  • IT Service Manager
  • Change Manager, Delivery Manager, MIS Manager
  • IT Project Manager
  • Business Process Analyst, Business Analyst
  • Service Desk Manager, IT Operation Manager
  • IT Director, Head of IT
  • ITSM Consultants
  • IT Staffs, IT Supervisor, Service Desk, IT Engineers, Application Developer, DevOps, IT Auditor, and other IT-related positions
  • Anyone seeking ITIL Specialist – Drive Stakeholder Value Certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
Key Highlights

Class training methods Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187 Email: [email protected] Please click below link to view our public training schedule

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