Professional Scrum Master (PSM) courses delivered Online

Scrum Master Exam Prep This workshop prepares you for the Scrum.org Professional Scrum Master (PSM)™ I certification. A voucher for the exam and the access information you will need to take the exam will be provided to you via email after you have completed the course. NOTE: If you have participated in any of IIL's other Scrum workshops, you can bypass this program and focus on reading/studying the Scrum Guide and taking practice exams from Scrum.org. A Scrum Master helps project teams properly use the Scrum framework, increasing the likelihood of the project's overall success. Scrum Masters understand Scrum values, practices, and applications and provide a level of knowledge and expertise above and beyond that of typical project managers. Scrum Masters act as 'servant leaders', helping the rest of the Scrum Team work together and learn the Scrum framework. Scrum Masters also protect the team from both internal and external distractions. The Professional Scrum Master™ I (PSM I) certificate is a Scrum.org credential that enables successful candidates to demonstrate a fundamental level of Scrum mastery. PSM I credential holders will grasp Scrum as described inThe Scrum Guide™1 and recognize how those concepts can be applied. They will also share a consistent terminology and approach to Scrum with other certified professionals. What you will Learn You'll learn how to: Successfully prepare for the Scrum.org PSM I exam Comprehend the Agile Manifesto and mindset Explain the fundamental principles of Scrum, including events, artifacts, and roles Guide the Scrum team in their responsibilities Define Ready and Done Write requirements in the form of user stories Estimate using planning poker and prioritize using MoSCoW Facilitate the team through the 5 Sprint events Fulfill the role of Scrum Master in a Scrum project Create Information Radiators to enable transparency Define the structure of the retrospective Getting Started Introductions Workshop orientation Exam prep preview Foundation Concepts Agile History, Values, and Mindset Introduction to Scrum Scrum events Scrum artifacts Scrum Roles and Responsibilities Product Owner responsibilities Scrum Master responsibilities The Team responsibilities Cross-functional teams Building effective teams The Product Backlog and User Stories The Product Backlog User Stories Definition of Done Backlog grooming Estimating User Stories Story points, planning poker Prioritizing User Stories The Sprint Team capacity and velocity The Sprint Planning Meeting The Sprint Backlog The Sprint Learning to self-manage, self-organize, self-improve Sprint Review and Retrospective Project Progress and Completion The Daily Scrum The Task Board and The Burndown Chart Information Radiators Closing a Scrum Project Summary and Next Steps Review of course goals, objectives, and content Exam prep next steps

Scrum Master Exam Prep: Virtual In-House Training This workshop prepares you for the Scrum.org Professional Scrum Master (PSM)™ I certification. A voucher for the exam and the access information you will need to take the exam will be provided to you via email after you have completed the course. NOTE: If you have participated in any of IIL's other Scrum workshops, you can bypass this program and focus on reading/studying the Scrum Guide and taking practice exams from Scrum.org. A Scrum Master helps project teams properly use the Scrum framework, increasing the likelihood of the project's overall success. Scrum Masters understand Scrum values, practices, and applications and provide a level of knowledge and expertise above and beyond that of typical project managers. Scrum Masters act as 'servant leaders', helping the rest of the Scrum Team work together and learn the Scrum framework. Scrum Masters also protect the team from both internal and external distractions. The Professional Scrum Master™ I (PSM I) certificate is a Scrum.org credential that enables successful candidates to demonstrate a fundamental level of Scrum mastery. PSM I credential holders will grasp Scrum as described inThe Scrum Guide™1 and recognize how those concepts can be applied. They will also share a consistent terminology and approach to Scrum with other certified professionals. What you will Learn You'll learn how to: Successfully prepare for the Scrum.org PSM I exam Comprehend the Agile Manifesto and mindset Explain the fundamental principles of Scrum, including events, artifacts, and roles Guide the Scrum team in their responsibilities Define Ready and Done Write requirements in the form of user stories Estimate using planning poker and prioritize using MoSCoW Facilitate the team through the 5 Sprint events Fulfill the role of Scrum Master in a Scrum project Create Information Radiators to enable transparency Define the structure of the retrospective Getting Started Introductions Workshop orientation Exam prep preview Foundation Concepts Agile History, Values, and Mindset Introduction to Scrum Scrum events Scrum artifacts Scrum Roles and Responsibilities Product Owner responsibilities Scrum Master responsibilities The Team responsibilities Cross-functional teams Building effective teams The Product Backlog and User Stories The Product Backlog User Stories Definition of Done Backlog grooming Estimating User Stories Story points, planning poker Prioritizing User Stories The Sprint Team capacity and velocity The Sprint Planning Meeting The Sprint Backlog The Sprint Learning to self-manage, self-organize, self-improve Sprint Review and Retrospective Project Progress and Completion The Daily Scrum The Task Board and The Burndown Chart Information Radiators Closing a Scrum Project Summary and Next Steps Review of course goals, objectives, and content Exam prep next steps

Duration 2 Days 12 CPD hours This course is intended for This class is intended for PMP?s looking to earn PDU's, or for Project Managers looking to learn more about Project Scope and Schedule Management techniques. This course provides participants with tools and techniques to help them determine and deliver products, services, and results that meet requirements, expectations, and deadlines. NOTE: This course will earn you 14 PDUs. 1 - PROJECT SCOPE AND TIME MANAGEMENT OVERVIEW Project Scope Management Overview Project Scope Mgt. Processes and Key Outputs Project Time Management Overview Project Time Mgt. Processes and Key Outputs Case Study Selection Requirements, Scope, and Negotiations 2 - PLAN SCOPE AND SCHEDULE MANAGEMENT Plan Scope and Schedule Mgt. Overview The Scope Management Plan The Requirements Management Plan The Schedule Management Plan 3 - COLLECT REQUIREMENTS Collect Requirements Overview Types of Requirements Effective Product/Solution Requirements Other Stakeholders and Requirements Collect Requirements Techniques Voice of the Customer Requirements Traceability Matrix 4 - DEFINE SCOPE Define Scope Overview Project Scope Statement Sections Create a Project Scope Statement 5 - CREATE WBS Create WBS Overview WBS by Deliverable WBS by Phase When to Subdivide a Work Package Further Effective WBSs General Process for Creating the WBS Create a WBS 6 - DEFINE ACTIVITIES Define Activities Overview Practical Considerations for Defining Activities Activities and Steps Milestones Create Activities and Milestones 7 - SEQUENCE ACTIVITIES Develop Schedule Overview Critical Path Resource Optimization ? Resource Leveling Resource Optimization ? Resource Smoothing Resolve Overallocations Critical Chain Schedule Compression Techniques 8 - ESTIMATE ACTIVITY RESOURCES Estimate Activity Resources Overview Resource Breakdown Structure Estimate Activity Resources Assign Resources to Activities 9 - ESTIMATE ACTIVITY DURATIONS Estimate Activity Durations Overview Expert Judgment Ratio Estimating Analogous Estimating Parametric Estimating Forecasting Three Point Estimating and PERT Estimating Reserves Estimate Activity Durations 10 - DEVELOP SCHEDULE Develop Schedule Overview Critical Path Resource Optimization ? Resource Leveling Resource Optimization ? Resource Smoothing Resolve Overallocations Critical Chain Schedule Compression Techniques 11 - VALIDATE SCOPE Validate Scope Overview Verify Scope Best Practices Create a Scope Validation Form 12 - CONTROL SCOPE AND SCHEDULE Control Scope Overview Control Schedule Overview Control Scope Best Practices Change Control Stakeholders Determine Change Control Stakeholders Change Control Process Change Request Form

Scrum Master Exam Prep This workshop prepares you for the Scrum.org Professional Scrum Master (PSM)™ I certification. A voucher for the exam and the access information you will need to take the exam will be provided to you via email after you have completed the course. NOTE: If you have participated in any of IIL's other Scrum workshops, you can bypass this program and focus on reading/studying the Scrum Guide and taking practice exams from Scrum.org. A Scrum Master helps project teams properly use the Scrum framework, increasing the likelihood of the project's overall success. Scrum Masters understand Scrum values, practices, and applications and provide a level of knowledge and expertise above and beyond that of typical project managers. Scrum Masters act as 'servant leaders', helping the rest of the Scrum Team work together and learn the Scrum framework. Scrum Masters also protect the team from both internal and external distractions. The Professional Scrum Master™ I (PSM I) certificate is a Scrum.org credential that enables successful candidates to demonstrate a fundamental level of Scrum mastery. PSM I credential holders will grasp Scrum as described in The Scrum Guide™1 and recognize how those concepts can be applied. They will also share a consistent terminology and approach to Scrum with other certified professionals. Scrum.org does not require that you take their own sponsored or any preparatory training. However, training can facilitate your preparation for this credential. And this course is based on IIL's Scrum Master Workshop, which is aligned with The Scrum Guide™ and was built based on PSM I credentialed expertise. It will provide you with the information you need to pass the exam and IIL will make the arrangements for your online exam. You will be provided with an exam code and instructions, so that you can take the exam at your convenience, any time you are ready after the course. Passwords have no expiration date, but they are valid for one attempt only. What you will Learn You'll learn how to: Successfully prepare for the Scrum.org PSM I exam Comprehend the Agile Manifesto and mindset Explain the fundamental principles of Scrum, including events, artifacts, and roles Guide the Scrum team in their responsibilities Define Ready and Done Write requirements in the form of user stories Estimate using planning poker and prioritize using MoSCoW Facilitate the team through the 5 Sprint events Fulfill the role of Scrum Master in a Scrum project Create Information Radiators to enable transparency Define the structure of the retrospective Getting Started Introductions Workshop orientation Exam prep preview Foundation Concepts Agile History, Values, and Mindset Introduction to Scrum Scrum events Scrum artifacts Scrum Roles and Responsibilities Product Owner responsibilities Scrum Master responsibilities The Team responsibilities Cross-functional teams Building effective teams The Product Backlog and User Stories The Product Backlog User Stories Definition of Done Backlog grooming Estimating User Stories Story points, planning poker Prioritizing User Stories The Sprint Team capacity and velocity The Sprint Planning Meeting The Sprint Backlog The Sprint Learning to self-manage, self-organize, self-improve Sprint Review and Retrospective Project Progress and Completion The Daily Scrum The Task Board and The Burndown Chart Information Radiators Closing a Scrum Project Summary and Next Steps Review of course goals, objectives, and content Exam prep next steps

Scrum Master Exam Prep: Virtual In-House Training This workshop prepares you for the Scrum.org Professional Scrum Master (PSM)™ I certification. A voucher for the exam and the access information you will need to take the exam will be provided to you via email after you have completed the course. NOTE: If you have participated in any of IIL's other Scrum workshops, you can bypass this program and focus on reading/studying the Scrum Guide and taking practice exams from Scrum.org. A Scrum Master helps project teams properly use the Scrum framework, increasing the likelihood of the project's overall success. Scrum Masters understand Scrum values, practices, and applications and provide a level of knowledge and expertise above and beyond that of typical project managers. Scrum Masters act as 'servant leaders', helping the rest of the Scrum Team work together and learn the Scrum framework. Scrum Masters also protect the team from both internal and external distractions. The Professional Scrum Master™ I (PSM I) certificate is a Scrum.org credential that enables successful candidates to demonstrate a fundamental level of Scrum mastery. PSM I credential holders will grasp Scrum as described in The Scrum Guide™1 and recognize how those concepts can be applied. They will also share a consistent terminology and approach to Scrum with other certified professionals. Scrum.org does not require that you take their own sponsored or any preparatory training. However, training can facilitate your preparation for this credential. And this course is based on IIL's Scrum Master Workshop, which is aligned with The Scrum Guide™ and was built based on PSM I credentialed expertise. It will provide you with the information you need to pass the exam and IIL will make the arrangements for your online exam. You will be provided with an exam code and instructions, so that you can take the exam at your convenience, any time you are ready after the course. Passwords have no expiration date, but they are valid for one attempt only. What you will Learn You'll learn how to: Successfully prepare for the Scrum.org PSM I exam Comprehend the Agile Manifesto and mindset Explain the fundamental principles of Scrum, including events, artifacts, and roles Guide the Scrum team in their responsibilities Define Ready and Done Write requirements in the form of user stories Estimate using planning poker and prioritize using MoSCoW Facilitate the team through the 5 Sprint events Fulfill the role of Scrum Master in a Scrum project Create Information Radiators to enable transparency Define the structure of the retrospective Getting Started Introductions Workshop orientation Exam prep preview Foundation Concepts Agile History, Values, and Mindset Introduction to Scrum Scrum events Scrum artifacts Scrum Roles and Responsibilities Product Owner responsibilities Scrum Master responsibilities The Team responsibilities Cross-functional teams Building effective teams The Product Backlog and User Stories The Product Backlog User Stories Definition of Done Backlog grooming Estimating User Stories Story points, planning poker Prioritizing User Stories The Sprint Team capacity and velocity The Sprint Planning Meeting The Sprint Backlog The Sprint Learning to self-manage, self-organize, self-improve Sprint Review and Retrospective Project Progress and Completion The Daily Scrum The Task Board and The Burndown Chart Information Radiators Closing a Scrum Project Summary and Next Steps Review of course goals, objectives, and content Exam prep next steps

Join the Scrum.org accredited Live Virtual Class - Professional Scrum Master 2 (PSM II). This is an advanced scrum master training course - designed for experienced Scrum Masters seeking professional growth. Course Description This advanced Professional Scrum Master (PSM II) qualification is designed to elevate you to a level of total Scrum mastery. Deepen your understanding of the Scrum framework and Agile practices while transforming your team into an Agile powerhouse. Gain the skills to teach Agile and support your organisation, regardless of your role. Whether you aim to lead Agile transformation within your organisation or progress your Agile career, this advanced Scrum mastery course is your ideal opportunity. Our Scrum.org certified advanced professional scrum master training course is delivered by industry experts with unrivalled interactivity. We combine real world experience with industry leading practicals that embed key principles. The PSM 2 course if focussed on developing practical skillsets and best practice implementation to achieve tangible results. Through these tried and tested learning techniques, Fractal Systems delivers a 98% first-time pass rate. Learn how to become an advanced Scrum Master: Understand how Scrum principles and values guide decision-making. Enhance servant-leadership abilities. Support Development Teams and Product Owners to improve effectiveness. Foster a conducive environment for successful Scrum Teams with greater agility. Gain tips and techniques for collaboration with the organisation. Improve overall organisational impact as a successful Scrum Master. Address team conflict and remove impediments. Communicate the significance of a "Done" Increment. Grasp how to support the Scrum Team and navigate middle management challenges. Why Train With Us? This immersive two day PSM II course prioritises your growth and success in the industry. We believe in hands-on learning experiences that deliver practical applications that are specific to your individual workplace challenges. This not only helps to frame key principles of an advanced Scrum Master but also enables you to have a more immediate impact in your role. The PSM II training course is led by our Scrum Trainers, all of which have real world industry experience. Gain a deep understanding of advanced Scrum theory, empower your Scrum teams with best practices and be supported by industry professionals throughout - from passing test to implementing learnings into your role. Who Should Attend This Course? The Professional Scrum Master II course is an advanced program tailored for experienced Scrum Masters with a deep understanding of the Scrum framework. We recommend this to individuals with at least one year of Scrum Master experience. Your Professional Scrum Trainer Meet Jay, the founder of Fractal Systems and an experienced Professional Scrum Trainer. With over 20 years in leadership and team roles, Jay excels in delivering practical value. He adopts an interactive teaching style, avoiding PowerPoint in favour of engaging, experience-based learning, using techniques from Liberating Structures and Neuro-Linguistic Programming. Jay specialises in business transformations, providing training, mentoring, coaching, and consulting to drive success through teamwork. For those pursuing the Professional Scrum Master II (PSM II) certification, Jay and the Fractal team are committed to supporting your learning journey with a range of valuable resources: Complimentary Scrum Resource Bundle Access to a PSM Exam Simulator Free PSM II Exam Coaching Sessions Personalised 1:1 Coaching At Fractal Systems, our goal is to ensure you have the support and resources needed for a successful PSM II learning experience. Our Clients Our Testimonials

Agile Scrum is a highly effective approach for managing and successfully completing even the most complex projects. In this course, you will learn how to train and coach your product owner using Agile Scrum techniques and understand the difference between a traditional project manager and a Scrum Master. No prior experience is required to take this course.

Join the Scrum.org accredited Live Virtual Class - Professional Scrum Master I™ (PSM I) to master the fundamentals of Scrum. Learn the framework, mechanics, and roles to ensure successful implementation by your team. Course Description Our Scrum.org certified online professional scrum master courses set industry standards with a remarkable 98% first-time pass rate. Say goodbye to PowerPoint and embrace 100% interactivity. Gain hands-on practical skills, learning how to implement immediately and achieve tangible results. Learn to empower Scrum Teams for organisational value delivery. Gain insight into Scrum theory, empiricism, and its framework-to-principal connection. Understand how to apply Agile principles to real-world contexts. Grasp uncertainty and complexity in product delivery, Scrum values' significance, and the essence of "Done" for transparency. Master agile planning with the Product Backlog. Acquire self-management, interpersonal skills, and the crucial role of a Scrum Master as a leader. Develop the necessary skills, traits, and behaviour for effective Scrum Mastery. Why Train With Us? Explore Agile and Scrum principles with our immersive two-day online course where we prioritise your growth and success. Led by experienced industry professionals and supportive Professional Scrum Trainers, we go beyond PowerPoint to offer engaging, hands-on learning experiences. Gain a profound understanding of Scrum theory and discover practical applications relevant to your workplace challenges enabling immediate and impactful change. From debunking myths to empowering your Scrum Teams with the right practices, we'll be with you every step of the way - from learning to passing the test and implementing it seamlessly into your job context. Who Should Attend This Course? Suitable for all industries tackling complex problems, the Professional Scrum Master training course is designed for: Those aspiring to become Scrum Masters Practitioners and consultants seeking to enhance their Scrum expertise Anyone involved in product delivery through Scrum methodologies Agile managers aiming to understand the Scrum Master's role Your Professional Scrum Trainer Meet Jay, founder of Fractal Systems and a dedicated Professional Scrum Trainer. With over 20 years of experience in team and leadership roles, Jay is well-versed in delivering continuous value. His unique teaching approach involves zero PowerPoint and instead relies on engaging, experience-based sessions using techniques from Liberating Structures and Neuro Linguistic Programming. Jay's expertise lies in business transformations, offering training, mentoring, coaching, and consulting to foster success through collaborative efforts. Rapid learning and practical application are the hallmarks of his approach. Jay & the entire Fractal team are invested in your learning journey and are here to support you from start to end, including offering additional valuable support: Free PSM1 practice assessment for certification success Free PSM1 resource bundle to master Scrum Free PSM1 exam revision sheets Free exam coaching sessions for first-time success in your PSM1 exam Free 1:1 coaching to excel at work as a Professional Scrum Master Our Clients Our Testimonials

Agile techniques and management frameworks are changing the way organisations operate. Evolving to realise that organisations are no longer static and structured entities is the key to unlocking new ways to achieve better results. Agile can be utilised at an organisation, team, and project level. Transforming to an Agile way of working requires knowledge, commitment, and frameworks to lead change. The Applying Professional Scrum training teaches key implementation techniques and Scrum frameworks. Course Description Applying Professional Scrum Training ONLINE Getting results with the Scrum framework Scrum is the most used Agile framework for complex product development and project management. It is a proven system, in use for over 25 years by companies large and small. Scrum training introduces an iterative and incremental approach to product or project development – aiming to reduce complexity and achieve results faster. A Scrum team works simultaneously rather than sequentially, with more flexibility. Scrum teams learn to work better together, delivering more value for project stakeholders. Applying professional scrum training The Applying professional Scrum (APS) course introduces the Scrum framework and demonstrates its power over traditional approaches to project or product development. It is an interactive course that aims to familiarise participants with its iterative and 'Sprint' based methodology. The Scrum framework is commonly used in software development but is relevant in any industry or to any complex project. Course contents and key objectives The course will teach participants how to apply Professional Scrum and the Scrum framework. It is appropriate for anyone, whether or not they have previous exposure to Scrum. Contents of the two-day course include: Understanding more about Agile development and the value that an Agile mindset can bring. Explain how Scrum differs from traditional work models and the advantages this offers. Explain the details of the Scrum methodology and its practical application. Understand how to apply Scrum to projects and teamwork. This includes the concepts of the Scrum team, Sprints, Sprint reviews, and the Daily Scrum. Course attendees will work in Scrum teams to simulate a Scrum project. This will involve a series of 'sprints' to solve complex problems and demonstrate the Scrum approach's power. Such Sprints are key to the Scrum framework. They bring in the iterative way of working, giving teams the chance to review success and quickly adapt to meet business requirements. As part of this practical approach, participants will learn to recognize and understand common missteps and misunderstandings when using Scrum. Expected Outcomes from Applying professional scrum training Applying professional scrum training will teach attendees what Scrum is, the value it can deliver, and how to implement it. The practical and example-based nature of the course will help develop a thorough understanding of the Scrum framework. Experience is the key to implementing it in practice. As such, the course is designed to mimic this and teach the problems to look out for and their solution. Participants will emerge as proficient Scrum practitioners – ready to transform the development of their projects. Who Should Attend This Course? Scrum is beneficial for any company, or individual, with complex projects or products. This course provides an introduction and solid grounding in Scrum, enabling participants to work effectively within the Scrum team and to go on to further training if desired. It is ideal for anyone: Working in or joining a team that uses Scrum. Considering the use of Scrum or investigating its benefits. Working alongside or managing Scrum teams – even if not using the methodology directly. Your Professional Scrum Trainer Meet Jay, founder of Fractal Systems and a dedicated Professional Scrum Trainer. With over 20 years of experience in team and leadership roles, Jay is well-versed in delivering continuous value. His unique teaching approach involves zero PowerPoint and instead relies on engaging, experience-based sessions using techniques from Liberating Structures and Neuro Linguistic Programming. Jay's expertise lies in business transformations, offering training, mentoring, coaching, and consulting to foster success through collaborative efforts. Rapid learning and practical application are the hallmarks of his approach. Jay & the entire Fractal team are invested in your learning journey and are here to support you from start to end, including offering additional valuable support: Free practice assessments for certification success Free resource bundle to master Scrum Free exam revision sheets Free access to an exam simulator Free exam coaching sessions for first-time success Free 1:1 coaching to excel at work Our Clients Our Testimonials

Duration 3 Days 18 CPD hours This course is intended for The target audience include, but is not limited to:   Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants Overview The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:   Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course. As an ITIL© Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery. How customer journeys are designed Understand the concept of the customer journey Understand the ways of designing and improving customer journeys 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 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 analyze 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 How to shape demand and define service offerings Understand methods for designing digital service experiences based on value driven, data driven and user centered 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 prioritize 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 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 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 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, behavior 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 How to realize and validate service value Understand methods for measuring service usage and customer and user experience and satisfaction 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 realization ITIL© is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library© is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. Additional course details:Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.