ITIL® 4 Specialist Drive Stakeholder Value Training & Certification
Trusted by 1000s of global organizations, NovelVista is the leading Accredited Training Organization (ATO) to conduct ITIL® 4 Specialist Drive Stakeholder Value Training & Certification Course.
- Industry Expert Trainers
- Online learning session
- Accredited Trainer
- Exam fee included
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📞18002122003
9000+ Professionals Enrolled
ITIL® 4 Specialist Drive Stakeholder Value Course Overview
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.
Accredited By
What You Will Get?
Learning Outcome
After the completion of the course, the participants would be able to:
How ITIL® 4 is related to business & service management
ITIL® 4 roles and responsibilities
ITIL® 4 Operational Best practices
Which processes support ITIL® 4
Real-Time Case Studies
Course Curriculum
Understand how customer journeys are designed+
- Understand the concept of the customer journey
- Understand the ways of designing and improving customer journeys
Learn how to target markets and stakeholders+
- Understand the characteristics of markets
- Understand marketing activities and techniques
- Know how to describe customer needs and internal and external factors that affect these
- Know how to identify service providers and explain their value propositions
Know how to foster stakeholder relationships+
- Understand the concepts of mutual readiness and maturity
- Understand the different supplier and partner relationship types, and how these are managed
- Know how to develop customer relationships
- Know how to analyze customer needs
- Know how to use communication and collaboration activities and techniques
- Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
- Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management
Know how to shape demand and define service offerings+
- Understand methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
- Understand approaches for selling and procuring service offerings
- Know how to capture, influence and manage demand and opportunities
- Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
- Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
Know how to align expectations and agree details of services+
- Know how to plan for value co-creation
- Know how to negotiate and agree service utility, warranty and experience
- Know how the “Service level management” practice can be applied to enable and contribute to service expectation management
Know how to onboard and offboard customers and users+
- Understand key transition, onboarding and offboarding activities
- Understand the ways of relating with users and fostering user relationships
- Understand how users are authorized and entitled to services
- Understand different approaches to mutual elevation of customer, user and service provider capabilities
- Know how to prepare onboarding and offboarding plans
- Know how to develop user engagement and delivery channels
- Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
- Know how the “Service Desk” practice can be applied to enable and contribute to user engagement
Know how to act together to ensure continual value co-creation+
- Understand how users can request services
- Understand methods for triaging of user requests
- Understand the concept of user communities
- Understand methods for encouraging and managing customer and user feedback
- Know how to foster a service mindset
- Know how to use different approaches to the provision of user services
- Know how to seize and deal with customer and user ‘moments of truth’
- Know how the “Service request management” practice can be applied to enable and contribute to service usage
Know how to realize and validate service value+
- Understand methods for measuring service usage and customer and user experience and satisfaction
- Understand methods to track and monitor service value (outcome, risk, cost and resources)
- Understand different types of reporting of service outcome and performance
- Understand charging mechanisms
- Know how to assess service value realization
- Know how to prepare to evaluate and improve the customer journey
- Know how the “Portfolio management” practice can be applied to enable and contribute to service value realization