ITIL® 4 Specialist: Drive Stakeholder Value
E-Learning course
What will you learn?
- You will understand the structure of the "customer journey" and the specifics of its stages
- You will gain a holistic view of the customer journey from explore to realizing shared value for stakeholders
- You will learn about methods and approaches for building relationships, as well as defining, detailing and ensuring the realization of value from services
The price includes access to video courses, study materials, quizzes and practice exams.
Course Contect
Course Description
The core of the ITIL® 4 Drive Stakeholder Value course is the concept of “customer journey”, which describes a systematic approach to creating a successful (meeting or exceeding expectations) experience of customers, users, suppliers and partners in their interaction with a service provider and its services. In the context of the “journey” stages, the use of business analysis, relationship management, supplier management, service level management and service catalogue management, portfolio management practices are considered to ensure co-creation of value from services for all stakeholders.
Course materials include:
- Presentation materials and additional notes to them
- Assignments
- Exam tips and hints
- 2 Sample papers.
Course Structure:
- Introduction
- ITIL® 4 Overview
- Introduction to Drive Stakeholder Value
- Customer Journey
- Explore
- Engage
- Offer
- Agree
- Onboard
- Co-Create
- Realize
- Summary
Who is it aimed at?
- Heads of IT departments and service organizations
- Relationship managers
- Account managers
- Service delivery managers
- Service level managers
- Service desk managers
- Marketing managers
- Project managers
- Consultants, auditors, trainers and other specialists from specialized integrator companies
- Business analysts
- Service / process / practice owners.
Course Objectives
- Understand how to plan customer journeys
- Know how to target markets and stakeholders
- Know how to foster relationships with stakeholders
- Know how to shape demand and design service offerings
- Know how to align expectations and agree upon details of service
- Know how to onboard and off-board customers and users
- Know how to act together to ensure continual value co-creation (service consumption/provisioning)
- Know how to realize and validate service value.
What is included?
Online video courses
With high-quality online videos, you can study the materials anytime, anywhere. You get access to video courses for 365 days.
Downloadable study guide
You can download the course materials in PDF format, which are great for self-study.
Quizzes
After each section, you will be able to consolidate the material studied with the help of quiz questions. This will help ensure the best preparation results.
Sample papers
At the end of the course, you will have the opportunity to take sample exams to test your knowledge before the actual exam.
Glossary and Syllabus
You will be able to download a glossary of terms used in this course. And also syllabus for the exam. These will help you pass the exam.
About ITIL 4 Certification
ITIL® 4 Specialist: Drive Stakeholder Value is aimed at practitioners responsible for managing and stakeholders, those that focus on customer journey and experience, and those that are responsble for fostering relationships with partners and suppliers. The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
Accredited training for the ITIL® Managing Professional modules is required to ensure a complete understanding of the underlying material. ITIL® 4 Foundation is a prerequisite for all Managing Professional and Strategic Leader modules.
You can also leave a request for virtual (instructor-led) training
We can conduct this course in a virtual format with a trainer. Leave us a request, we will contact you, discuss the cost and other elements.
Email: sales@ditumacademy.com
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