The training course empowers IT and digital professionals to manage stakeholder interactions, shape demand, and enhance value delivery through seamless customer journey management.
This SEO-optimized training page is tailored for those aiming to:
Align services with customer expectations,
Increase stakeholder satisfaction,
Master service co-creation techniques,
Deliver superior UX/CX-driven service experiences.
Duration: 90 minutes
Format: 40 multiple-choice questions
Passing Score: 70% (28 correct answers)
Photo ID required to sit the exam
Support accommodations available with notice
A valid ITIL® 4 or ITIL® v3 Foundation certificate is mandatory to enroll.
IT service managers
CX/UX designers and strategists
Product & project managers
Service delivery leads
Customer success managers
Supplier & vendor managers
Agile practitioners (Scrum Master, Product Owner)
This course is ideal for those who design or manage customer journeys, value realization, and stakeholder experience.
Core principles and the Service Value System (SVS)
Key journey stages
Methods for journey mapping and improvement
Market segmentation
Understanding customer needs and expectations
Communication strategies
Building trust with stakeholders
Demand and requirement management
User-centric service design and delivery
SLA negotiation
Setting mutual expectations on scope and quality
Seamless onboarding and channel alignment
Exit planning (offboarding)
Feedback systems
Value creation touchpoints and user communities
Measuring value realization
Service usage reporting
Ongoing journey improvement
Join our public courses in our Istanbul, London and Ankara facilities. Private class trainings will be organized at the location of your preference, according to your schedule.
E. S. - Scrum Master
PepsiCo Türkiye
Rated the training 5 stars.
S. A. - IT Muduru
PepsiCo Türkiye
Rated the training 5 stars.
F. Y. - IT Vendor&Finance Manager
PepsiCo Türkiye
Rated the training 5 stars.
G. G. - Data Analytic Manager
PepsiCo Türkiye
Rated the training 5 stars.
S. E. - Veri ve Dijital Çözümler Müdürü
PepsiCo Türkiye
Rated the training 5 stars.
P. H. - IT Commercial Applications Support Manager
PepsiCo Türkiye
Rated the training 5 stars.
Ç. A. - IT Commercial Integration Manager
PepsiCo Türkiye
Rated the training 5 stars.
I. A. - Saha Satış Sistemleri Müdürü
PepsiCo Türkiye
Rated the training 5 stars.