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ITSMA-DSV

ITIL®4 Specialist: Drive Stakeholder Value Course – Accredited

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Description

This 16-hour course is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It covers both practical and strategic elements. This universal module is a key component of both the ITIL Managing Professional and ITIL Strategic Leader streams.

Learners gain a practical understanding of :

  • Why customer experience matters
  • The benefits of mastering the customer journey
  • How customer journeys are designed

How to:

  • Target markets, shape demand, and agree details of services
  • Onboard/offboard customers and users
  • Ensure value co-creation

In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain. Therefore, this ITIL 4 module is around the customer journey – from both parties engaging, agreeing to work together and interacting to co-create value.

This ITIL Specialist course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners.

At the end of the course, attendees will have developed capabilities in:

1. Ensuring high satisfaction levels
ITIL had previously considered satisfaction via service level agreements – focused on outputs – utility and warranty. ITIL 4 introduces the “flip” from outputs to outcome when consuming a service.

2. Using human-centered design when designing services
The module gives practical guidance about, for example, design thinking to achieve better usability and experience by understanding how the customer feels when using a service.

3. Customer experience (CX) and user experience (UX) design to optimize customer experience
These ideas add to the concepts of utility and warranty (achieving quality outcomes) but speak the language of experience based agreements.

4. Communication – influencing stakeholders, encouraging collaboration and transparency
To drive stakeholder value, good communication is a prerequisite of trust: listening and understanding what each party needs and wants. By understanding the dynamics in a service relationship, the practitioner will be better placed to provide services, drive and co-create value.

Course / Student Materials:

  • Digital learner manual (excellent post-class reference)
  • Sample documents and templates
  • Reference Cards
  • Personal Action Plan
  • Memory exercises, study aids and sample exams
  • Instructor led education and exercise facilitation
  • Participation in unique in-class assignments 
  • In-class exam preparation
  • Exam voucher

The ITIL®4 Specialist: Drive Stakeholder Value – Accredited course on this page is offered by ITSM Academy ATO/Affiliate of AXELOS Limited. ITIL®4 Specialist: Drive Stakeholder Value – Accredited is a registered trademark of AXELOS Limited.  All rights reserved.

Outline

Course Introduction

- Course goals
- Course agenda

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

The Customer Journey - Explore

- Targeting markets
- Understanding markets
- Understanding service providers and their offerings
- Understanding service consumers and their needs

The Customer Journey - Engage

- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Exercise: Exploring outcomes, costs, and risks

 The Customer Journey - Offer

- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Exercise: Exploring prioritizing requirements

The Customer Journey - Agree

- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Exercise: Exploring service level agreements

The Customer Journey - Onboard

- 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

The Customer Journey ? Co-Create

- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities

The Customer Journey - Realize

- 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

Taking Action!

PreRequisites

ITIL 4 Foundation

Starting From

$950.00

$2250.00 List Price

3 Days Course

Class Dates

Request a Date or a Private Class below.

$950.00



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