Improve your experience. We are very sorry but this website does not support Internet Explorer. We recommend using a different browser that is supported such as Google Chrome or Mozilla Firefox.

ITIL® 4 Specialist: Drive Stakeholder Value

The ITIL 4 Specialist Drive Stakeholder Value course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services and focuses on the customer journey.

Description

 

Learn to manage the engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.

This course covers a wide range of methods that will enable IT professionals to interact with stakeholders to influence and improve the overall customer/user experience.

About This Course

 

As part of ITIL 4 Specialist: Drive Stakeholder Value course delegates will learn how to:

  • Shape customer demand - Effectively manage stakeholders and target them with the right service offerings and value propositions
  • Create a trusted relationship with your stakeholders - Understand how to use effective and timely communication to influence stakeholders at all levels to encourage a culture of collaboration and transparency
  • Develop mutually agreed requirements - Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritised
  • Ensure high customer satisfaction levels - Keep customers front-of-mind and adopt a service mindset
  • Optimise the customer experience - Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight and evolve as environments change

 

Learning Outcomes

  • Understand the concept of the customer journey
  • Understand the ways of designing and improving customer journeys
  • 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
  • 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 analyse customer needs
  • Know how to use communication and collaboration activities and techniques
  • Know how the following practices can be applied to enable and contribute to fostering relationships: -
    • Relationship management
    • Supplier management
  • Understand methods for designing digital service experiences based on value driven, data driven and user centred 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 prioritise 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
  • 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
  • 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
  • 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, behaviour 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
  • Know how to realise and validate service value
  • Understand methods for measuring service usage and customer and user experience and satisfaction
  • Understand methods to track and monitor service value (outcome, risk, cost and resources)
  • Understand different types of reporting of service outcome and performance
  • 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 realisation

Accreditation

Certification Logo

Prerequisites

 

Candidates must hold the ITIL 4 Foundation certificate.

What's Included?

 

(*Classroom courses only)

Teas, Coffees, refreshments and a full Lunch*

The Exam Fees

Who Should Attend?

  

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers

Similar courses

ISO 20000 Foundation

PECB's Official ISO 20000 Foundation Training Course. Attracts 14 CPD hours

More Information
ISO 20000 Practitioner

The ISO 20000 Practitioner Training Course & exam package. Attracts 31 CPD hours

More Information
ISO 20000 Auditor

ISO 20000 Auditor Training Course & Exam package. Attracts 31 CPD hours

More Information
Certified Artificial Intelligence Practitioner (Exam AIP-110)

Attend this CAIP class from our Partners, Logical Operations and take your Artificial Intelligence skills to the next level.

More Information
Python Programming: Introduction

Attend this 2 day Python Programming class from Logical Operations and take your Python skills to the next level.

More Information
Python Programming: Advanced

Attend this 3 day Python class from Logical Operations and take your Python skills to the next level.

More Information
Cyber (Secure) Coder (Exam CSC-210) - Blended

This course is delivered as a blend of eLearning and four 4-hour virtual sessions with a certified instructor.

More Information
CyberSec First Responder™ (Exam CFR-310)

Attend this blended CyberSec First Responder (CFR) class from Logical Operations and take your cybersecurity skills to the next level.

More Information
Data Analysis and Visualization with Microsoft® Excel®

Understand data through descriptive, predicitive, and prescriptive analytics.

More Information
ITIL® 4 Foundation

This course provides IT leaders, practitioners, support staff and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services.

More Information
ITIL® 4 Managing Professional Transition Module

This course is targeted at ITSM leaders, and practitioners who already hold the ITIL v3 Expert qualification (or have 17 points under the ITIL v3 scheme), and it gives them a direct path to transition to the new ITIL 4 Managing Professional (MP) designation.

More Information
ITIL® 4 Specialist: Create, Deliver and Support

This course is designed to provide the candidate with an understanding on how to integrate different value streams and activities to create, deliver and support IT-enabled products and services in a holistic way.

More Information
ITIL® 4 Strategist: Direct, Plan and Improve

This course provides IT leaders, practitioners and support staff with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners.

More Information
ITIL4 Specialist: High-Velocity IT

This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It will help aspiring organizations, to operate in a similar way to successful digitally-native organizations.

More Information
Lead Cloud Security Manager

The Lead Cloud Security Manager training course enables participants to develop the competence needed to implement and manage a cloud security program by following widely recognized best practices.

More Information
ISO 27035 Lead Incident Manager

ISO/IEC 27035 Lead Incident Manager training enables you to acquire the necessary expertise to support an organization in implementing an Information Security Incident Management plan based on ISO/IEC 27035.

More Information

Press enter to see more results