ITIL® 4 Specialist: Drive Stakeholder Value Course - United Kingdom

ITIL® 4 Specialist: Drive Stakeholder Value Course Outline

Module 1: How Customer Journeys are Designed

• Concept of the Customer Journey
• Ways of Designing and Improving Customer Journeys

Module 2: How to Target Markets and Stakeholders

• Characteristics of Markets
• Understand Marketing Activities and Techniques
• How to Describe Customer Needs and Internal and External Factors that Affect These
• How to Identify Service Providers and Explain their Value Propositions

Module 3: How to Foster Stakeholder Relationships

• Concepts of Mutual Readiness and Maturity
• Different Supplier and Partner Relationship Types, and how these are Managed
• How to Develop Customer Relationships
• How to Analyse Customer Needs
• How to Use Communication and Collaboration Activities and Techniques

Module 4: Know How to Shape Demand and Define Service Offerings

• Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven and User-Centred Service Design
• Approaches for Selling and Obtaining Service Offerings
• How to Capture, Influence and Manage Demand and Opportunities
• How to Collect, Specify and Prioritise Requirements from a Diverse Range of Stakeholders
• How the Business Analysis Practice Can be Applied 

Module 5: How To Align Expectations And Agree Details Of Services

• How to Plan for Value Co-Creation
• How to Negotiate and Agree Service Utility, Warranty and Experience
• How the Service Level Management Practice Can be Applied to Enable And Contribute to Service Expectation Management

Module 6: How to Onboard and Offboard Customers and Users

• Key Transition, Onboarding and Offboarding Activities
• Ways of Relating with Users and Fostering User Relationships
• How Users are Authorised and Entitled to Services
• Different Approaches to Mutual Elevation of Customer, User and Service Provider Capabilities
• How to Prepare Onboarding and Offboarding Plans
• How to Develop User Engagement and Delivery Channels
• How the Service Catalogue Management Practice Can be Applied 
• How the Service Desk Practice Can be Applied 

Module 7: How to Act Together to Ensure Continual Value Co-Creation 

• How Users Can Request Services
• Methods for Triaging of User Requests
• Concept of User Communities
• Methods for Encouraging and Managing Customer and User Feedback
• How to Foster a Service Mindset 
• How to Use Different Approaches to Provision Of User Services
• How to Seize And Deal With Customer and User ‘Moments Of Truth’
• How the Service Request Management Practice Can Be Applied 

Module 8: How to Realise and Validate Service Value

• Methods for Measuring Service Usage and Customer and User Experience and Satisfaction
• Methods to Track and Monitor Service Value 
• Different Types of Reporting of Service Outcome and Performance
• Understand Charging Mechanisms
• How to Validate Service Value
• How to Evaluate and Improve the Customer Journey
• How the Portfolio Management Practice Can be Applied 

Who should attend this ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course?

This ITIL® 4 Specialist: Drive Stakeholder Value Training Course is designed for anyone who wants to learn how to improve the way their organisation delivers value to its stakeholders. This ITIL® Certification is especially beneficial for the following professionals:

• Customer Service Managers
• IT Service Managers
• Project Managers
• Product Managers
• Business Relationship Managers
• Marketing and Outreach Teams in IT
• Business Analysts

Prerequisites of the ITIL® 4 Specialist: Drive Stakeholder Value DSV Training Course

Eligibility for this ITIL® 4 Specialist: Drive Stakeholder Value Course requires holding an ITIL® 4 Foundation Certificate in IT Service Management.

ITIL® 4 Specialist: Drive Stakeholder Value Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value Course is a dynamic and intensive training designed to equip individuals and professionals with the knowledge and skills to drive stakeholder value within an organisation. ITIL® (Information Technology Infrastructure Library) is a globally recognised framework for IT service management that emphasises delivering value to stakeholders.

Understanding stakeholder value is crucial for individuals and professionals working in IT Service Management, Project Management, and Business Relationship Management. IT service Managers, Business Analysts, Service Desk Managers, and individuals involved in service design and delivery should aim to master this subject to ensure that IT services meet the needs and expectations of stakeholders.

This intensive 2-day ITIL® 4 Specialist: Drive Stakeholder Value Course, offered by The Knowledge Academy, covers the key concepts of ITIL® 4, with a focus on driving stakeholder value. It includes practical exercises, case studies, and real-world scenarios to enable delegates to apply ITIL® 4 principles in their professional roles effectively.

ITIL® 4 Specialist: Drive Stakeholder Value Course Objectives

• To understand the principles and concepts of ITIL® 4, with a focus on driving stakeholder value
• To learn how to identify, engage, and manage stakeholders effectively
• To develop skills in shaping service experiences and ensuring value co-creation
• To apply ITIL® 4 principles to enhance stakeholder satisfaction and business outcomes
• To improve stakeholder management practices and contribute to service excellence

Upon completing the ITIL Certification, delegates will benefit from enhanced knowledge and practical skills in stakeholder management and value co-creation. They will be well-equipped to identify, engage, and manage stakeholders effectively, ensuring that IT services align with business objectives and deliver value to stakeholders.

What’s included in this ITIL® 4 Specialist: Drive Stakeholder Value DSV Certification Course?

• World-Class Training Sessions from Experienced Instructors
• ITIL® 4 Specialist: Drive Stakeholder Value Certificate
• ITIL® 4 Specialist: Drive Stakeholder Value Examination
• Digital Delegate Pack