Description

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 ITILÂ© 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

ITILÂ© 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 LibraryÂ© 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.

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ITIL 4 Managing Professional - Drive Stakeholder Value (DSV) with Exam

By Nexus Human

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