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ITSM Academy

ITIL® 4 DSV - Drive Stakeholder Value

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Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar

ITIL 4 DSV - ITSM Academy Webinar

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.

  • Download the slide deck
  • The recording of the session will be available post webinar

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

  • ITIL4
  • ITIL 4
  • ITIL
  • DSV
  • Drive Stakeholder Value
  • Donna Knapp
  • ITSM Academy
  • Webinar