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ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4®, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL® 4 Specialist: Drive Stakeholder Value course is a 3-days course based on the ITIL® 4 Specialist: Drive Stakeholder Value exam specification from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, you will acquire relevant knowledge to pass the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.

Kursdokumentation är på engelska.

The ITIL® 4 Specialist: Drive Stakeholder Value courses on this page are offered by The Service Corporation, accredited by PeopleCert.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Målgrupp
The target audience for the ITIL® 4 Specialist: Drive Stakeholder Value includes, but are not limited to, the following:

  • Service management practitioners involved in interactions with customers, users and suppliers
  • Team leads and middle management of service providers
  • Service and product owners, service designers
  • Relationship managers, service level and service experience managers

Professionals with following job titles are expected to benefit from this module:

  • Business Relationship Manager, Account Manager; Service Delivery Manager, Service Level Manager, Enterprise Architect, Solution Architect, Business Architect, Business Analyst, Project Manager, Demand Manager, Portfolio Manager, Supplier Relationship Manager, Vendor Manager, Contract Manager, UX Designer, Consultants
  • Product Owners, Marketing Manager; Knowledge Manager; Customer Service Support; Cyber Security Manager

Förkunskaper
To take the ITIL® 4 Specialist: Drive Stakeholder Value course, a candidate must have passed the ITIL® 4 Foundation examination. In addition, the candidate must have attended an accredited training course.

Kursinnehåll 
Module 1: Customer Journey

  • Purpose of the Module
  • Purpose of Mastering the Customer Journey
  • Touchpoints and Service Interactions
  • Module Topics
  • Mapping the Customer Journey
  • Designing the Customer Journey
  • Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore

  • Purpose of the Module
  • Purpose of the Explore Step
  • Module Topics
  • Understanding Service Consumers
  • Understanding Service Providers
  • Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage

  • Purpose of the Module
  • Purpose of the Engage Step
  • Aspects of Service Value
  • Module Topics
  • Service Relationship Types
  • Building Service Relationships
  • Building and Sustaining Trust and Relationships
  • Analyzing Customer Needs
  • Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer

  • Purpose of the Module
  • Purpose of Shaping Demand and Service Offerings
  • Module Topics
  • Managing Demand and Opportunities
  • Specifying and Managing Customer Requirements
  • Designing Service Offerings and User Experience
  • Selling and Obtaining Service Offerings

Module 5: Customer Journey Step 4: Agree

  • Purpose of the Module
  • Purpose of Aligning Expectations and Agreeing Services
  • Module Topics
  • Agreeing and Planning Value Co-Creation
  • Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard

  • Purpose of the Module
  • Purpose of Onboarding and Offboarding
  • ITIL Management Practices
  • Module Topics
  • Planning Onboarding
  • Fostering Relationships with Users
  • Providing User Engagement and Delivery Channels
  • Enabling Users for Service  
  • Elevating Mutual Capabilities
  • Offboarding

Module 7: Customer Journey Step 6: Co-create

  • Purpose of the Module
  • Purpose of Service Provision and Consumption
  • Module Topics
  • Service Mindset
  • Ongoing Service Interactions
  • Nurturing User Communities

Module 8: Customer Journey Step 7: Realize

  • Purpose of the Module
  • Measuring Service Value
  • Purpose of Value Capturing and Customer Journey Improvement
  • Realizing Service Value in Different Settings
  • Module Topics
  • Tracking Value Realization
  • Assessing and Reporting Value Realization
  • Evaluating Value Realization and Improving Customer Journeys
  • Realizing Value for the Service Provider

Kursen levereras i samarbete med: Learning Tree
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