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ITIL4-SDSV.AN1.00T
uCertifyPrep ITIL® 4 SDSV
Intermediate Self-paced · 1 year access
01 / Lessons & labs
See exactly what you will learn and practice
Lessons
12 Interactive Lessons · 47 topics01 About the ITIL story 2 topics +
- The story so far
- Meet the Axle employees
02 ITIL Foundation recap 2 topics +
- The ITIL service value system
- The four dimensions model
03 Introduction 2 topics +
- The importance of engagement
- Key principles
04 The customer journey 6 topics +
- Stakeholder aspirations
- Touchpoints and service interactions
- Mapping the customer journey
- Designing the customer journey
- Measuring and improving the customer journey
- Summary
05 Step 1: Explore 5 topics +
- Understanding service consumers and their needs
- Understanding service providers and their offers
- Understanding markets
- Targeting markets
- Summary
06 Step 2: Engage 5 topics +
- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Summary
07 Step 3: Offer 5 topics +
- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Summary
08 Step 4: Agree 3 topics +
- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Summary
09 Step 5: Onboard 7 topics +
- Planning onboarding
- Relating to users and fostering relationships
- Providing user engagement and delivery channels
- Enabling users for services
- Elevating mutual capabilities
- Offboarding customers and users
- Summary
10 Step 6: Co-create 4 topics +
- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities
- Summary
11 Step 7: Realize 6 topics +
- Realizing service value in different settings
- Tracking value realization
- Assessing and reporting value realization
- Evaluating value realization and improving customer journeys
- Realizing value for the service provider
- Summary
12 Conclusion +
02 / FAQs
Questions before you start
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