ITIL 4 Specialist: Drive Stakeholder Value benefits IT professionals who foster relationships with stakeholders to co-create value as well as those who manage customer journeys, experiences, or expectations. The course covers all types of engagement and interaction between service providers and their customers, users, suppliers, or partners, including CX, UX, and customer journey mapping concepts. It explores the various steps organizations can take to drive stakeholder value, such as fostering relationships, understanding markets and stakeholders, and capturing and realizing value. It also explains how strategies learned in class can be adopted and adapted in all types of organizations, helping to establish, maintain, and develop an effective service relationship.
• IT professionals who foster relationships with stakeholders
• Senior IT leaders and executives
• Managers, supervisory staff, and team leaders
• IT professionals who require a deeper understanding of ITIL 4
• IT professionals working in a service-based business
• Architects, planners, consultants, audit managers, security managers, developers, and operational support staff
• Service management professionals and ITSM trainers interested in achieving the Managing Professional designation
After completing this course, you should be able to:
• Effectively manage key stakeholders
• Build and foster trusted relationships
• Shape customer demand and define service offerings
• Embed effective design thinking
• Optimize user experience and customer experience
• Understand how customer journeys are designed
• Target markets and stakeholders
• Align expectations and agree on details of services
• Onboard and offboard customers and users
• Act together to ensure continual value cocreation
• Realize and validate service value
• Understand the concept of the customer journey
• Understand the ways to design and improve customer journeys
• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and the internal and external factors that affect them
• Know how to identify service providers and explain their value propositions
• Understand the concepts of mutual readiness and maturity
• Understand the different supplier and partner relationship types and how they are managed
• Know how to develop customer relationships
• Know how to analyze customer needs
• Know how to use communication and collaboration activities and techniques
• Know how the Relationship Management practice can be applied to enable and foster relationships
• Know how the Supplier Management practice can be applied to enable and contribute to supplier and partner management
• Understand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design
• Understand approaches for selling and obtaining service offerings
• Know how to capture, influence, and manage demand and opportunities
• Know how to collect, specify, and prioritize requirements from a diverse range of stakeholders
• Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
• Know how to plan for value co-creation
• Know how to negotiate and agree service utility, warranty, and experience
• Know how the Service Level Management practice can be applied to enable and contribute to service expectation management
• Understand key transition, onboarding, and offboarding activities
• Understand the ways of relating with users and fostering user relationships
• Understand how users are authorized and entitled to services
• Understand different approaches to mutual elevation of customer, user, and service provider capabilities
• Know how to prepare onboarding and offboarding plans • Know how to develop user engagement and delivery channels
• Know how the Service Catalogue Management practice can be applied to enable and contribute to offering user services
• Know how the Service Desk practice can be applied to enable and contribute to user engagement
• Understand how users can request services
• Understand methods for triaging user requests
• Understand the concept of user communities
• Understand methods for encouraging and managing customer and user feedback
• Know how to foster a service mindset (attitude, behavior, and culture)
• Know how to use different approaches to provision user services
• Know how to seize and deal with customer and user moments of truth
• Know how the Service Request Management practice can be applied to enable and contribute to service usage
• Understand methods for measuring service usage and customer and user experience and satisfaction
• Understand methods to track and monitor service value (outcome, risk, cost, and resources)
• Understand different types of reporting of service outcome and performance
• Understand charging mechanism
• Know how to validate service value
• Know how to evaluate and improve the customer journey
• Know how the Portfolio Management practice can be applied to enable and contribute to service value realization
Before attending this course, you should have the ITIL 4 Foundation certification.
Firma NT GROUP Sp. z o.o. jest Autoryzowanym partnerem firmy HPE
Spółka posiada wpis do ewidencji placówek niepublicznych Nr ew. ES.VIII.4320-6/p.n./2003 wydany z upoważnienia Prezydenta Miasta Łodzi
Zachęcamy do skorzystania z możliwości dofinansowania szkoleń oferowanych przez naszą firmę. Dostępne rozwiązania:
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This course prepares you for the ITIL 4 Specialist: Drive Stakeholder Value certification exam.
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: 30-01-2025 09:00
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: Prosimy o kontakt
Najbliższy termin: 06-02-2025 09:00
Lepsze zrozumienie wykorzystywanych systemów i narzędzi pozwala na osiągnięcie wyższej wydajności w pracy i uniknięcie błędów.
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