1.客戶旅程

掌握客戶旅程的目的(Purpose of Mastering the Customer Journey)

接觸點和服務互動Touchpoints and Service Interactions)

模組主題(Module Topic)

繪製客戶旅程(Mapping the Customer Journey)

設計客戶旅程(Designing the Customer Journey)

衡量和改善客戶旅程(Measuring and Improving the Customer Journey)

2.客戶旅程步驟：探索

探索步驟的目的(Purpose of the Explore Step)

模組主題 (Module Topics)

了解服務消費者(Understanding Service Consumers)

了解服務提供者(Understanding Service Providers)

了解和定位市場(Understanding and Targeting Markets)

3.客戶旅程步驟：參與

參與步驟的目的(Purpose of the Engage Step)

服務價值(Aspects of Service Value)

模組主題(Module Topics)

服務關係類型(Service Relationship Types)

建立服務關係(Building Service Relationships)

建立和維持信任與關係(Building and Sustaining Trust and Relationships)

分析客戶需求(Analyzing Customer Needs)

管理供應商和合作夥伴(Managing Suppliers and Partners)

4.客戶旅程步驟：提供

塑造需求和服務內容的目的(Purpose of Shaping Demand and Service Offerings)

模組主題(Module Topics)

管理需求和機會(Managing Demand and Opportunities)

指定和管理客戶要求(Specifying and Managing Customer Requirements)

設計服務內容和用戶體驗(Designing Service Offerings and User Experience)

銷售和獲取服務內容(Selling and Obtaining Service Offerings)

5.客戶旅程步驟：商定

達成期望和服務協議的目的(Purpose of Aligning Expectations and Agreeing Services)

模組主題(Module Topics)

達成共識並規劃價值共創(Agreeing and Planning Value Co-Creation)

協商並議定服務(Negotiating and Agreeing a Service)

6.客戶旅程步驟：啟用

啟用和停用的目的(Purpose of Onboarding and Offboarding)

ITIL管理實務(ITIL Management Practices)

模組主題(Module Topics)

啟用規劃(Planning Onboarding)

建立與用戶的關係(Fostering Relationships with Users)

提供用戶參與和交付管道(Providing User Engagement and Delivery Channels)

啟動用戶服務(Enabling Users for Service)

提升互通能力(Elevating Mutual Capabilities)

停用(Offboarding)

7.客戶旅程步驟：共創

服務提供和消費的目的(Purpose of Service Provision and Consumption)

模組主題(Module Topics)

服務理念(Service Mindset)

持續的服務互動(Ongoing Service Interactions)

培育用戶社群(Nurturing User Communities)

8.客戶旅程步驟：實現

衡量服務價值(Measuring Service Value)

獲取和改善客戶旅程的目的(Purpose of Value Capturing and Customer Journey Improvement)

通過不同的設置實現服務價值(Realizing Service Value in Different Settings)

模組主題(Module Topics)

追踪價值實現(Tracking Value Realization)

考核和報告價值實現(Assessing and Reporting Value Realization)

評估價值實現和改善客戶旅程(Evaluating Value Realization and Improving Customer Journeys)

為服務提供者實現價值(Realizing Value for the Service Provider)

9.考試準備和指導研究