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ITIL 4 Specialist Drive Stakeholder Value Course

Name: ITIL4 Specialist Drive Stakeholder Value
Brand: Novelvista
Price: 35000 ₹
Availability: InStock
Rating: 4.8 (583 reviews)

What is ITIL4 Specialist Drive Stakeholder Value?

The purpose of this course is 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 explains, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder.

To drive stakeholder value, 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 on expectations
Co-creating service experiences
Realizing value

Note: Appearing for the certification exams is mandatory and exam will happen on training day.

Key Features:

Online, virtual or classroom session at your feasible timings
Exam Fee Included
Free practice tests
Accredited study material

What you will learn in ITIL4 Specialist Drive Stakeholder Value?

Understand how customer journeys are designed
Learn how to target markets and stakeholders
Know how to foster stakeholder relationships
Know how to shape demand and define service offerings
Know how to align expectations and agree with details of services
Know how to onboard and off-board customers and users
Know how to act together to ensure continual value co-creation (service consumption/provisioning)
Know how to realize and validate service value

Course Syllabus:

1. Understand how customer journeys are designed

1.1 Understand the concept of the customer journey

1.2 Understand the ways of designing and improving customer journeys

2. Learn how to target markets and stakeholders

2.1 Understand the characteristics of markets
2.2 Understand marketing activities and techniques
2.3 Know how to describe customer needs and internal and external
factors that affect these
2.4 Know how to identify service providers and explain their value
propositions

3. Know how to foster stakeholder relationships

3.1 Understand the concepts of mutual readiness and maturity
3.2 Understand the different supplier and partner relationship types, and how these are managed
3.3 Know how to develop customer relationships
3.4 Know how to analyze customer needs
3.5 Know how to use communication and collaboration activities and techniques
3.6 Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships

3.7 Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

4. Know how to shape demand and define service offerings

4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
4.2 Understand approaches for selling and procuring service offerings
4.3 Know how to capture, influence and manage demand and
opportunities
4.4 Know how to collect, specify and prioritize requirements from a
diverse range of stakeholders
4.5 Know how the “Business analysis” practice can be applied to enable
and contribute to requirement management and service design

5. Know how to align expectations and agree details of services

5.1 Know how to plan for value co-creation
5.2 Know how to negotiate and agree service utility, warranty and experience

5.3 Know how the “Service level management” practice can be applied to enable and contribute to service expectation management

6. Know how to onboard and offboard customers and users

6.1 Understand key transition, onboarding and offboarding activities
6.2 Understand the ways of relating with users and fostering user relationships
6.3 Understand how users are authorized and entitled to services
6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities
6.5 Know how to prepare onboarding and offboarding plans

6.6 Know how to develop user engagement and delivery channels
6.7 Know how the “Service Catalogue management” practice can be
applied to enable and contribute to offering user services
6.8 Know how the “Service Desk” practice can be applied to enable and
contribute to user engagement

7.Know how to act together to ensure continual value co-creation

7.1 Understand how users can request services
7.2 Understand methods for triaging of user requests

7.3 Understand the concept of user communities
7.4 Understand methods for encouraging and managing customer and user feedback
7.5 Know how to foster a service mindset
7.6 Know how to use different approaches to the provision of user services

7.7 Know how to seize and deal with customer and user ‘moments of truth’
7.8 Know how the “Service request management” practice can be applied to enable and contribute to service usage

8. Know how to realize and validate service value

8.1 Understand methods for measuring service usage and customer and user experience and satisfaction
8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources)
8.3 Understand different types of reporting of service outcome and performance

8.4 Understand charging mechanisms
8.5 Know how to assess service value realization
8.6 Know how to prepare to evaluate and improve the customer journey
8.7 Know how the “Portfolio management” practice can be applied to enable and contribute to service value realization

Training Delivery Style:

This ITIL4 Specialist Drive Stakeholder Value Certification focuses on experiential learning. The material of this course is divided into 60-90 minutes of interactive sessions.

Not only this, if you are participating, expect yourself to get indulged with interesting group activities. By this, you will get a chance to put the theory into action.

This training will be nothing like any ordinary training you imagine. We follow a vast range of creative methodology which will allow you to wrack your grey matter and boost your energy up to participate.

The key features of our training program would be:

Training sessions in a storytelling format
Exhibition of concepts with the help of professional examples
Self-analysis and group discussions
Case studies as the application of the concepts which were taught
Vibrant presentations along with individual and team activities
Post-training reading suggestions

Target audience:

Individual professionals continuing their journey in IT service management
ITSM managers and aspiring ITSM managers
ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery
existing ITIL qualification holders wishing to develop their knowledge.

Prerequisites:

The learner/professionals must have passed the ITIL 4 Foundation examination. In addition, the candidate must have attended an accredited training course for this module (the recommended duration for this training is 18 hours including the examination).

Benefits:

Training sessions in a storytelling format
Exhibition of concepts with the help of professional examples
Self-analysis and group discussions
Case studies as the application of the concepts which were taught
Vibrant presentations along with individual and team activities
Post-training reading suggestions

EXAM FORMAT:

Exam type: Closed Book
Exam Duration: 90 minutes
Questions: 40 (Multiple Choice Questions)
Passing criteria: 70% a raw score of 28 marks or above

Faculty:

Classroom training led by highly professional instructors, with 12+ years of industry experience and trained more than 5000 professionals with the help of high quality, tech-enabled learning laboratories is exactly what you need to fasten your pace in the corporate ladder. ITIL Foundation training will be delivered using accredited training material.