ITIL 4 Specialist: Drive Stakeholder Value
Duration : 3 Days (24 Hours)
ITIL 4 Specialist: Drive Stakeholder Value Course Overview:
Feel free to enroll in the ITIL 4 Specialist Drive Stakeholder Value certification training course provided by TrainCrest. This course is a key component of the ITIL® 4 Managing Professional (MP) designation, requiring individuals to complete five specific courses. The ITIL® 4 Specialist Drive Stakeholder Value course focuses on understanding how to effectively transform demand into value through IT-enabled services. It caters to individuals seeking a comprehensive understanding of the various interactions between service providers and their customers, users, suppliers, and partners. By participating in this course, you will gain the necessary knowledge and skills to drive stakeholder value and enhance service delivery within your organization.
Through a blend of hands-on labs and interactive lectures, you will be able to covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.
The DSV course focuses on these key ITIL® 4 practices:
- Relationship management
- Portfolio management
- Service request management
- Supplier management
- Business analysis
- Service level management
- Service catalog management
- Service Desk
Intended Audience:
This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL® Managing Professional (MP) designation.
Roles include:
- Software Engineer/Developer
- Systems Engineer
- Service Delivery Manager
- DevOps Manager/Specialist
- Solution Architect
- Infrastructure Engineer
- IT Service Management Professional
- Release and Deployment Manager
Learning Objectives
After completing this course, you will be able 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 realize and validate service value
Module 1: Customer Journey
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Module 2: Customer Journey Step 1: Explore
- Understanding and Targeting Markets
- Purpose of the Explore Step
- Understanding Service Consumers
- Understanding Service Providers
Module 3: Customer Journey Step 2: Engage
- Purpose of the Engage Step
- Aspects of Service Value
- 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 Shaping Demand and Service Offerings
- 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 Aligning Expectations and Agreeing Services
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
- Purpose of Onboarding and Offboarding
- ITIL Management Practices
- 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 Service Provision and Consumption
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Module 8: Customer Journey Step 7: Realize
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
ITIL 4 Specialist: Drive Stakeholder Value Course Prerequisites:
While there are no strict prerequisites, it is recommended to have a foundational understanding of ITIL 4 principles and practices. Familiarity with IT service management concepts and customer-centric approaches will be helpful.
Q: What is ITIL 4 Specialist: Drive Stakeholder Value?
A: ITIL 4 Specialist: Drive Stakeholder Value is an advanced-level training program that focuses on understanding and satisfying customer needs and delivering value through effective stakeholder management. It equips professionals with the skills to drive stakeholder value and enhance customer satisfaction within service management practices.
Q: What will I learn in ITIL 4 Specialist: Drive Stakeholder Value training?
A: In this training, you will learn how to identify, engage, and manage stakeholders effectively. You will gain insights into customer experience and journey mapping, relationship management, and value co-creation. The training covers topics such as customer-centricity, service design, customer personas, customer journey mapping, and managing customer and supplier relationships.
Q: Who should attend ITIL 4 Specialist: Drive Stakeholder Value training?
A: This training is beneficial for IT professionals, service managers, relationship managers, and individuals involved in customer experience management and stakeholder engagement. It is suitable for those seeking to enhance their understanding of customer-centric practices and improve stakeholder relationships.
Q: Are there any prerequisites for attending ITIL 4 Specialist: Drive Stakeholder Value training?
A: While there are no strict prerequisites, it is recommended to have a foundational understanding of ITIL 4 principles and practices. Familiarity with IT service management concepts and customer-centric approaches will be helpful.
Q: What are the benefits of obtaining the ITIL 4 Specialist: Drive Stakeholder Value certification?
A: The ITIL 4 Specialist: Drive Stakeholder Value certification demonstrates your expertise in driving stakeholder value, enhancing customer satisfaction, and delivering exceptional service experiences. It equips you with the knowledge and skills to build strong stakeholder relationships, design customer-centric services, and create value-driven service offerings.
Discover the perfect fit for your learning journey
Choose Learning Modality
Live Online
- Convenience
- Cost-effective
- Self-paced learning
- Scalability
Classroom
- Interaction and collaboration
- Networking opportunities
- Real-time feedback
- Personal attention
Onsite
- Familiar environment
- Confidentiality
- Team building
- Immediate application
Training Exclusives
This course comes with following benefits:
- Practice Labs.
- Get Trained by Certified Trainers.
- Access to the recordings of your class sessions for 90 days.
- Digital courseware
- Experience 24*7 learner support.
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