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ITIL®4 Specialist: Drive Stakeholder Value Course – Accredited
Description
ITIL®4 Specialist: Drive Stakeholder Value (DSV) Introduction
Welcome to our comprehensive ITIL® 4 Specialist: Drive Stakeholder Value (DSV) Course, an accredited program designed specifically for managers and leaders at various levels who are dedicated to guiding strategic direction and nurturing teams towards continual improvement. This course is a critical component of both the ITIL Managing Professional and ITIL Strategic Leader streams, offering a balanced blend of practical tactics and strategic insight, all focused on enhancing stakeholder relationships and service value.
Embark on a transformative 16-hour journey with the ITIL® 4 Specialist: Drive Stakeholder Value Course, where you will delve into the intricacies of maximizing stakeholder value and elevating customer experiences. This module is crucial for IT practitioners and leaders eager to refine their service management capabilities.
Throughout the course, you’ll engage with a range of materials and activities that not only cover the theoretical aspects of service management but also place a strong emphasis on practical applications. Key topics include understanding and enhancing the customer journey, strategies for value co-creation, and innovative approaches to stakeholder engagement.
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 |