Training: ITIL® 4 Specialist – Drive Stakeholder Value

Ref. ITIL4-03

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Duration:

3

days

Exam:

Included

Level:

Intermediate

PDUs:

21 PDUs

Funding:

Temptraining

ITTA | Trainings | Management | IT Service Management | ITIL® 4 Specialist – Drive Stakeholder Value

Description

This 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. It covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It also provides attendees with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

Participant profiles

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
Existing ITIL® qualification holders wishing to develop their knowledge

Objectives

Understand all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts

Prerequisites

To be ITIL® v4 Foundation certified

Course content

Module 1: How customer journeys are designed?

Lesson 1: Key concepts of customer journey
Lesson 2: Ways of designing and improving customer journeys

Module 2: How to target markets and stakeholders?

Lesson 1: Understand characterictics of a market
Lesson 2: Understand marketing activities and techniques
Lesson 3: Describe customer needs, including internal and external factors influencing them
Lesson 4: Identify service providers and explain their value propositions

Module 3: How to foster stakeholder relationships?

Lesson 1: Understand concepts of mutual readiness and maturity
Lesson 2: Understand different relationship types and their management
Lesson 3: Develop customer relationships
Lesson 4: Analyze customer needs
Lesson 5: Use communication and collaboration activities and techniques
Lesson 6: How the “Relationship management” practice contributes to foster relationships

Module 4: How to shape demand and refine service offerings?

Lesson 1: Understand methods for designing digital service experience based on value driven, data driven and user centred service design
Lesson 2: Unseratsnd approaches for selling and obtaining service offerings
Lesson 3: Capture, influence and manage demand and opportunities
Lesson 4: Collect, specify and prioritize requirements from diverse range of stakeholders
Lesson 5: How the “Business analysis” practice contributes to requirements management and service design

Module 5: How to align expectations and agree details of services?

Lesson 1: How to plan for value co-creation
Lesson 2: How to negotiate and agree service utility, warranty and experience
Lesson 3: How the “Service level management” practice contributes to service expectations management

Module 6: How to onbaord and offboard customers and users?

Lesson 1: Understand key transition, onboarding and offboarding activities
Lesson 2: Understand ways of relating with users and fostering user relationships
Lesson 3: Understand how users are authorized and entitled to services
Lesson 4: Understand different approaches to mutual evelation of customer, user and service provider capabilities
Lesson 5: Prepare onboarding and offboarding plans
Lesson 6: Develop user engagement and delivery channels
Lesson 7: How the “Service Catalogue management” practice contributes to offering user services
Lesson 8: How the “Service Desk” practice contributes to user engagement

Module 7: How to act together to ensure continual value co-creation?

Lesson 1: Understand how users can request services
Lesson 2: Understand methods for triaging of user requests
Lesson 3: Understand concept of user communities
Lesson 4: Understand methods for encouraging and managing customer and user feedback
Lesson 5: Foster a service mindset
Lesson 6: Use different approaches to provision of user services
Lesson 7: Seize and deal with customer and user “moments of thuth”
Lesson 8: How the “Service Desk” practice contributes to user engagement

Module 8: How to realise and validate service value?

Lesson 1: Understand methods for measuring service usage and customer and user experience and satisfaction
Lesson 2: Understand methods to track and monitor serice value (outcome, risk, cost and resources)
Lesson 3: Understand different types of reporting of service outcome and performance
Lesson 4: Understand charging mechanisms
Lesson 5: Assess service value realisation
Lesson 6: Prepare to evaluate and improve the customer journey
Lesson 7: How the “Portfolio management” practice contributes to service value realisation

Documentation

Accredited courseware
Official “ITIL® 4 Drive Stakholder Value” publication

Lab / Exercises

Ce cours propose :

Exercices pratiques de travail en équipe

Exam

This course prepares to the exam:

ITIL® 4 Specialist – Drive Stakeholder Value
This accredited course is mandatory to enable full understanding of the core material

Complementary courses

Temptraining funding

ITTA is a partner of Temptraining, the continuing education fund for temporary workers. This training fund can subsidize continuing education for anyone who works for an employer subject to the Collective Work Agreement (CCT) Rental of services.