ITIL® 4 DSV - Drive Stakeholder Value

ITIL® 4 DSV - Drive Stakeholder Value

May 21st 2020

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy

How to Create a Great Customer Experience

A key activity in the ITIL 4 service value chain is 'engage'. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer journey; often by walking in their customers’ shoes and experiencing the end-to-end journey for themselves.

In this session, Donna Knapp introduces concepts from the new ITIL® 4: Drive Stakeholder Value publication including ways to optimize the customer journey and create a great customer experience.

Motivated by the ideas presented? Print a Personal Action Plan to capture them.