CHAPTER 6: ONBOARDING AND OFFBOARDING
This chapter is focused on step 5 of the customer journey: onboard.
Key topics include:
• Key transition, onboarding and offboarding activities;
• Ways of relating with users and fostering user relationships;
• How users are authorised and entitled to services;
• Approaches to mutual elevation of customer, user and service provider capabilities;
• Preparing onboarding and offboarding plans;
• Delivering user engagement and delivery channels;
• How the service catalogue management practice enables and contributes to offering user services; and
• How the service desk practice enables and contributes to user engagement.
Onboard includes the activities necessary for the service consumer to start using the service ...
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