Description

ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL 4. Candidates need to pass the related certification exam for working towards the Managing Professional (MP) designation.

This course is based on the ITIL® 4 Specialist: Drive Stakeholder Value exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam.

What You Will Learn

The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification:

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 on 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

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

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

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

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

Customer Journey Step 4: Agree

Purpose of the Module

Purpose of Aligning Expectations and Agreeing on Services

Module Topics

Agreeing on and Planning Value Co-Creation

Negotiating and Agreeing on a Service

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

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

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

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ITIL 4 Specialist: Drive Stakeholder Value

By IIL Europe Ltd

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