Value management for IT services (ITIL 4.0: management according to the customer’s “journey”

Leading teacher of the Center, head of the direction “Innovative teaching technologies”. Doctor of Technical Sciences majoring in “System analysis in information systems”. Holder of prestigious statuses PfMP(®),PgMP®,PMP®, ITIL® Expert, ITIL 4.0. Managing professional, Strategic Leader, DASA certified Product owner, accredited trainer PMP® And ITIL®, certified online training instructor PMP®,ITIL 4.0 And DASA.

Teacher of IT management courses with over 20 years of experience in this field. He loves teaching because he enjoys working with people, revealing their strengths, and pays great attention to teamwork.
Sergey Lvovich is a graduate of the Faculty of Aircraft Radio Electronics of the Moscow Aviation Institute. He began working in the field of creating analog-digital information processing systems, holding positions from a computer maintenance engineer to a user support center specialist. He has undergone additional training in the field of ITIL, has certificates in the basics of ITIL v.4 and ITIL Expert (EXIN) in ITIL v.3.
Implemented automation of IT service management processes at HP, also worked in the field of analytics and big data processing. Several years ago, as part of a federal project, I worked on the implementation of an operations management system (EMS) as a system architect.
I am familiar with the peculiarities of IT work in such a branched and complex industry as oil and gas, participated in project to develop and automate IT architecture management processes in a federal company level.
In 2018, he took part in the organizing committee of the project to release the updated Russian standard for IT asset management (ITAM).
Currently engaged in the development and description of detailed processes, development of programs and methods for system testing, and debugging of test scenarios.
Author of about 10 publications in specialized computer press. It has its own developments: a robotic automatic system for watering indoor plants and a talking scanner.
Listeners note that Sergei Lvovich always achieves a complete understanding of the course, gives many examples from his own practice, and never leaves questions unanswered.

Module 1. Customer journey (3 ac. h.)

- Course objectives. Experience requirements. Acquaintance
- DSV as a value chain
- Points of interaction within IT services
- Customer journey map
- Development of the customer journey
- Measurements and improvements

Module 2. Step 1. Research (Explore) (3 ac. h.)

- Objectives of the study
- Understanding service consumers
- Understanding service providers
- Understanding and targeting markets

Module 3. Step 2. Engagement (3 ac. h.)

- Purpose of engagement
- Aspects of service value
- Types of service relationships
- Building and maintaining trust in the relationship between the provider and the service consumer
- Analysis of customer needs
- Managing relationships with suppliers and partners

Module 4. Step 3. Offer (4 ac. h.)

- Determination of demand and supply of services
- Demand and opportunity management
- Identifying and managing customer requirements
- Development of service proposals and user experience (UX)
- Sales and acquisition of IT service offerings

Module 5. Step 4. Reaching agreement (Agree) (2 ac. h.)

- Coordination of expectations and achievement of agreement on the service
- Negotiations on IT services
- Formation of SLA

Module 6. Step 5. Cooperation (3 ac. h.)

- Goals for building and terminating cooperation (onboard/offboard)
- IT service management practices
- Collaboration planning
- Building interaction with users of IT services
- Providing users with service: omnichannel
- Mutual capacity building
- Termination of cooperation

Module 7. Step 6. Joint creation (Co-create) (3 ac. h.)

- Purposes of service provision and consumption
- Service mindset
- Regular interaction within IT services
- Nurturing user communities

Module 8. Step 7 Realization of value (3 ac. h.)

- Measuring value
- Achieving value and improving the customer journey
- Tracking value realization
- Evaluation and reporting
- Increased value for the customer
- Achieving value for the IT service provider
- The procedure for preparing and passing the ITIL® 4.0 exam. Specialist: DSV module.
- Summarizing