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ITIL® 4 Specialist: Drive Stakeholder Value

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This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

The course is based on the ITIL 4 best practice service value system featured in the latest guidelines.

This course:

  • covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.
  • covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
  • provides candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

 

About the exam

  • The exam is closed book with forty (40) multiple-choice questions. The pass grade is 70% (28 out of 40 questions).
  • The exam lasts 90 minutes. Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.

The course includes a remote certification exam.

Destinatários

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and supplier

Pré-Requisitos

Candidates must hold the ITIL 4 foundation certificate

Programa

The course will help students to:

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Know how to realise and validate service value
  • Understand how customer journeys are designed
    • Understand the concept of the customer journey
    • Understand the ways of designing and improving customer journeys
  • Know how to target markets and stakeholders
    • Understand the characteristics of markets
    • Understand marketing activities and techniques
    • Know how to describe customer needs and internal and external factors that affect these
    • Know how to identify service providers and explain their value propositions
  • Know how to foster stakeholder relationships
    • Understand the concepts mutual readiness and maturity
    • Understand the different supplier and partner relationship types, and how these are managed
    • Know how to develop customer relationships
    • Know how to analyse customer needs
    • Know how to use communication and collaboration activities and techniques
    • Know how the relationship management practice can be applied to enable and contribute to fostering relationships
    • Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
  • Know how to shape demand and define service offerings
    • Understand methods for designing digital service experiences based on value driven, data driven and user centred 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 prioritise 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 align expectations and agree details of services
    • 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
  • Know how to onboard and offboard customers and users
    • 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
  • Know how to act together to ensure continual value co-creation
    • Understand how users can request services
    • Understand methods for triaging of 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, behaviour and culture)
    • Know how to use different approaches to provision of 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
  • Know how to realise and validate service value
    • 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 mechanisms
    • Know how to assess service value realization
    • Know how to prepare to evaluate and improve the customer journey
    • Know how the Portfolio management practice can be applied to enable and contribute to service value realisation

Outras datas e horários

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ITIL® 4 Specialist: Drive Stakeholder Value

ITIL | 24h - Manhã: 09h30 - 16h30


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ITIL® 4 Specialist: Drive Stakeholder Value

ITIL | 24h - Manhã: 09h30 - 16h30


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