ITIL 4 Specialist: Drive Stakeholder Value
- Offered byKnowledgeHut
ITIL 4 Specialist: Drive Stakeholder Value at KnowledgeHut Overview
Duration | 24 hours |
Total fee | ₹69,595 |
Mode of learning | Online |
Official Website | Go to Website  |
Credential | Certificate |
- Overview
- Highlights
- Course Details
- Curriculum
ITIL 4 Specialist: Drive Stakeholder Value at KnowledgeHut Highlights
- Earn a certificate after completion of course
- Fee can be paid in installments
ITIL 4 Specialist: Drive Stakeholder Value at KnowledgeHut Course details
ITSM practitioners managing stakeholders
Professionals focusing on customer journey and experience
Professionals managing partner and supplier relationships
ITSM managers and prospective ITSM managers
ITIL certified professionals looking to accelerate their careers
Students and individuals with interest in ITSM
ITSM professionals
Understand the characteristics of markets; design activities to enhance business outcomes
Describe customer needs as well as internal and external factors that affect them
Learn how to identify service providers and explain their value propositions
Analyse customer needs and demonstrate techniques for effective communication/collaboration
Plan for value creation to negotiate and agree on service utility, warranty, and experience
Apply suitable strategies to mutually elevate customer and service provider capabilities
Know how to prepare onboarding and offboarding plans for customers and users
Understand how users can request services and develop user engagement and delivery channels
Learn the methods for encouraging and managing customer and user feedback
Learn how to foster a service mindset (attitude, behaviour, and culture)
Demonstrate methods for measuring service usage and customer experience and satisfaction
Learn the different types of reporting of service outcome and performance
The ITIL 4 Specialist Drive Stakeholder Value Certification, a designation offered by AXELOS to practitioners who demonstrate their understanding by passing the exam, validates your expertise as an ITSM professional
This program is delivered in blended learning mode so you get the best of live and engaging instructor-led sessions, along with the convenience of on-demand self-paced learning
By the end of the course, you'll be equipped to develop and maintain effective relationships with stakeholders while guiding them through the steps in the customer journey, and will have the tools to facilitate value co-creation and customer outcomes while efficiently managing costs and risks
ITIL 4 Specialist: Drive Stakeholder Value at KnowledgeHut Curriculum
1. Introduction and Key Concepts
Introduction to ITIL and ITIL 4
Recap of ITIL 4 Foundation
Recap of core components of ITIL
Introduction to DSV
Importance of Engagement
DSV: Key Terms and Concepts
2. The Customer Journey
Understanding customer journeys
Purpose and value of customer journeys
Steps involved in customer journeys
Stages involved in customer journeys
Touchpoints and interactions
Mapping customer journeys: Need and purpose
Draw a customer journey map
Customer experience
Key aspects involved in designing customer journeys
Design thinking
The role of Behavioural Psychology
Design and culture
Measuring and improving customer journey
3. Customer Journey: Explore
Explore: overview and common pitfalls
Explore: from the service consumer and provider perspective
Purpose of the organization and different stakeholders
PESTLE and SWOT Analysis
Objectives and opportunities for service risks and mitigation
Identify, evaluate and select service providers
Understanding markets
Market segmentation
Identifying and analyzing service consumers
Targeting markets and value proposition
Marketplace and marketspace
Personalizing and profiling
Targeted marketing
Brand and reputation
Sustainability and triple bottomline
Importance of existing customers
4. Customer Journey: Engage
Introduction to ‘Engage’
The purpose of Engage
Communicating and collaborating
Listening
Why care about diversity in communication
Types of service relationships – Parts 1 and 2
Service relationship
Service relationship ladder
Service relationship ladder: Creating an environment that allows relationship patterns to emerge
Service relationship ladder: Building and sustaining trust and relationships
Understanding service provider capabilities
Understanding customer needs
Supplier and partner relationships
Applying Practice: Key aspects of Relationship Management
Applying Practice: Practice Success Factors (PSF) in Relationship Management
Applying Practice: Practice Success Factors (PSF) in Supplier Management
5. Customer Journey: Offer
Purpose of ‘Offer’
Managing demand and opportunities
Shaping and smoothing demand
Business case
Specifying and managing customer requirements
Minimum Viable Product
User stories and story mapping
Applying the MOSCOW method
Weighted Shortest Job First (WSJF)
Designing service offerings and user experience
Lean thinking
Agile software development approach
Designing approaches
Design for onboarding
Selling and obtaining service offerings
Applying practice: Business Analysis
6. Customer Journey: Agree
Introduction to ‘Agree’
Purpose of Agree
Service value drivers
Service interaction method
Service quality and service level
Characteristics of service
Negotiating and agreeing service
Forms of agreement – Parts 1 and 2
Outcome-based Agreements
Consumer needs to Agreement
Content and structure of SLA
Negotiating and agreeing utility, warranty, and experience
Negotiating and agreeing other terms and conditions
Standardizing and automating agreements
Applying Practice: Service Level Management
Applying Practice: Practice Success Factors (PSF) Part 1
Applying Practice: Practice Success Factors (PSF) Part 2
7. Customer Journey: Onboard
Purpose of ‘Onboard’
Planning Onboarding
Fostering relationships with users
User engagement and delivery channels
Enabling users for services
Enabling mutual capabilities
Offboarding customers and users
Applying practice: Service Catalogue Management
Practice Success Factors of Service Catalogue Management - Part1
Practice Success Factors of Service Catalogue Management - Part 2
Applying Practice: Service Desk
Applying Practice: Practice Success Factors (PSFs) - Part 1
Applying Practice: Practice Success Factors (PSFs) - Part 2
8. Customer Journey: Co-create
Purpose of ‘Co-create’
Fostering a service mindset
Service mindset: Provision
Service mindset: Consumption
Provision of user services
Activities within ongoing Service Interactions
Service requests
Service desk interactions
Exceptions – when things go wrong
Moments of truth
Intelligent disobedience
Customer and user feedback
Nurturing user communities
Applying Practice: Co-create
Applying Practice: Practice Success Factors (PSFs) – Part 1
Applying Practice: Practice Success Factors (PSFs) – Part 2
9. Customer Journey: Realize
Purpose of ‘Realize’
Validating service value
Tracking value realization
Service profit chain model
Tracking experience and satisfaction
Assessing and reporting value realization
Evaluating value realization and improving customer journeys
Evaluation, verification and continual improvement
Realizing value for the service provider
Charging and billing
Applying Practice: Portfolio management
Applying Practice: Practice Success Factors (PSFs) – Part 1
Applying Practice: Practice Success Factors (PSFs) – Part 2
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