ITIL4 Customer Journey

/in /by

In the ITIL4 Driving Stakeholder Value book, the Customer Journey is discussed.

ITIL4 has the journey:

explore -> engage -> offer -> agree -> onboard -> co-create -> value realization

The last three are where, in my opinion, most organizations struggle.

They know how to market/sell, have high-level demos, and send out/respond to RFPs, but ….

co-creating value in an ever-changing world is tough. Measuring the value realized is even more difficult.

Do you agree or disagree?