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:
Note: Appearing for the certification exams is mandatory and exam will happen on training day.
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
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
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
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:
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).
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.
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Our ITIL courses are delivered by the best trainers of the IT training and certification industry. When it comes to ITIL Specialist Drive Stakeholder Value training, we focus mostly on optimizing the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Since the ITIL framework is mainly designed to help businesses in managing risks, strengthening customer relations, establishing cost-effective practices, and building stable IT environments for growth, scale, and change, working with the ITIL framework needs practical knowledge more than theory-based ones. Hence, our expert trainers have created a fantastic ITIL training delivery method that provides you with blended learning enriched with theory and practical knowledge. Our ITIL Specialist Drive Stakeholder Value training sessions teach you to 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
Our expert trainers deliver the ITIL Specialist Drive Stakeholder Value training content in the form of storytelling that includes a vibrant presentation about real-life scenarios, case studies, group discussions, and team activities. After the completion of our 3 days training session, we provide you with hard copies and soft copies of accredited study materials and post-training reading suggestions. We also curate free practice test sessions for you so that you don’t face any hindrance towards passing the ITIL Specialist Drive Stakeholder Value certification examination. We conduct weekend classroom and virtual ITILSpecalist Drive Stakeholder Value training sessions and keep amazing discount offers from time to time.
ITIL Specialist Drive Stakeholder Training in Pune is specially designed by trainers who have more than 18 years of industry experience and are specialized in ITIL Consulting & Implementation, GAP Analysis, ISO Audits, Process/Service Improvement Using Lean Six Sigma, Process Definition, Implementation & Compliance, Process Hygiene (ISO 20000) and Quality Assurance & Program Governance. They have been accredited as certified ITIL V2 Master, ITIL V3 Expert, AXELOS Accredited Trainer, PRINCE2 Practitioner, PMP Certified, and Lean Six Sigma Black Belt. They have shaped at least 5000 professionals as ITIL Continua Service Improvement certification-ready. Once you have completed your training sessions, you will have to sit for your ITIL Specialist Drive Stakeholder Value Examination which is a closed book examination and you’ll have to answer 8 scenario-based in 2 hours. If you score 65% there, you will pass the examination.
The benefits of ITIL specialist drive stakeholder value certification is:
Of Course! How else will you go through the topics you heard about then? We provide hard and soft copies of the entire study material to you right after the training session!
ITIL Specialist Drive Stakeholder Value certification is valid for a lifetime. You don’t have to renew it again and again.
We provide practice tests for the ITIL Specialist Drive Stakeholder Value course as well as Q&A sessions and interactive group discussions.
The amount we take is for the training and certification both. You won’t have to pay twice for one course at NovelVista.
We keep arranging lucrative discounts for our previous participants. Drop a query regarding this and one of our executives will inform you regarding this right away!
If you are stuck or in another city or not being able to make it to our classroom for any reason, you can attend our virtual training sessions from home and appear for ITIL Specialist Drive Stakeholder Value Certification Exam afterward.