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ITIL®4 Specialist: Drive Stakeholder Value Course – Accredited
Description
ITIL®4 Specialist: Drive Stakeholder Value (DSV) Introduction
Welcome to our ITIL®4 Specialist: Drive Stakeholder Value (DSV) training. This accredited 16-hour training is meticulously designed for managers and leaders who aspire to propel their organizations forward through strategic enhancements and superior team performance.
As an essential component of the ITIL Managing Professional and ITIL Strategic Leader certifications, this course delivers profound insights into fostering robust stakeholder relationships and amplifying the value of your service offerings.
Dive deep into the core principles that underscore the importance of maximizing stakeholder value.
Tailored specifically for IT practitioners and leaders, this course encourages you to refine your service management capabilities by optimizing customer journeys and co-creating value. Engage in a dynamic mix of hands-on activities, in-depth discussions, and access to extensive study materials, all aimed at equipping you with practical skills and theoretical knowledge to excel in your role.
ITIL®4 Specialist: Drive Stakeholder Value (DSV) Objectives
- Enhance Stakeholder Relationships: Learn to develop and maintain strong relationships with stakeholders to drive business value.
- Optimize Customer Journeys: Equip yourself with the skills to improve customer interactions and satisfaction.
- Value Co-Creation: Understand techniques for working collaboratively with stakeholders to create mutual value.
- Strategic Impact: Gain insights into how strategic improvements can lead to significant organizational benefits.
- Practical Application: Apply the concepts learned through practical exercises and real-world examples.
ITIL®4 Specialist: Drive Stakeholder Value (DSV) Course Inclusions
- An exam voucher, enabling you to take the next step in certification (Please note, participants are required to have a current ITIL® v4 Foundation certification to be eligible for exam results in this course)
- A comprehensive digital learner manual, serving as an excellent post-class reference.
- A variety of sample documents and templates to aid in practical application.
- Handy reference cards for quick information access.
- A personal action plan to guide your learning journey.
- Engaging memory exercises, study aids, and sample exams to reinforce knowledge.
- Dynamic, instructor-led education paired with hands-on exercise facilitation.
- Participation in unique, in-class assignments for experiential learning.
- Focused in-class exam preparation sessions.
The ITIL®4 Specialist: Drive Stakeholder Value – Accredited course on this page is offered by ITSM Academy ATO/Affiliate of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Prerequisites
- To enroll in this course, you must have completed the ITIL 4 Foundation certification.
Audience
- This course is suitable for managers of all levels involved in shaping direction and strategy or developing continually improving teams.
- It is also beneficial for those seeking to enhance their understanding of customer experience and stakeholder value in IT service management.
ITIL®4 Specialist: Drive Stakeholder Value (DSV) Outline
The Customer Journey – Introduction
- The concept of the customer journey
- How to map the customer journey
- How to design and improve the customer journey
- Exercise: Exploring touchpoints and interactions
Explore The Customer Journey
- Targeting markets
- Understanding markets
- Understanding service providers and their offerings
- Understanding service consumers and their needs
Engage The Customer Journey
- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Exercise: Exploring outcomes, costs, and risks
Offer The Customer Journey
- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Exercise: Exploring prioritizing requirements
Agree The Customer Journey
- Agreeing and planning value co-creation
- Negotiating and agreeing on a service
- Exercise: Exploring service level agreements
Onboard The Customer Journey
- Planning onboarding
- Relating with users and fostering relationships
- Providing user engagement and delivery channels
- Enabling users for service
- Elevating mutual capabilities
- Offboarding customers and users
- Exercise: Exploring multi-channel vs. omnichannel support
Co-Create The Customer Journey
- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities
Realize The Customer Journey
- Realizing value for the service provider
- Tracking value realization
- Assessing and reporting value realization
- Evaluating value realization and improving the customer journey
- Realizing value for the service provider
- Exercise: Reporting value realization
Summary and Reflection
- Additional sources of information
- Exam Preparations
$2425.00
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3 Days Course |