We provide virtual course about ITIL® Specialist - Drive Stakeholder Value. The certification is relevant to everyone in a supplier facing role. This means those managing one or more suppliers, and working with suppliers in providing a single integrated service management organization.
Course description:
This course covers all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services. The course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
Learning objectives:
The learning objectives of the course are based on the following learning outcomes of the ITIL® 4 Specialist: Drive Stakeholder Value exam specification:
• Understand how customer journeys are designed
• Know how to target markets and stakeholdersKnow how to foster stakeholder relationships
• Know how to shape demand and define service offerings
• Know how to align expectations and agree details of services
• Know how to onboard and offboard 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
Agenda:
Program day 1:
• Recap of ITIL 4 concepts, Course Introduction - ITIL 4 Drive Stakeholder Value
• Module 1: Customer Journey
• Module 2: Customer Journey Step 1: Explore
• Module 3: Customer Journey Step 2: Engage
Program day 2:
• Module 4: Customer Journey Step 3: Offer (Contd.)
• Module 5: Customer Journey Step 4: Agree
• Module 6: Customer Journey Step 5: Onboard
• Module 7: Customer Journey Step 6: Co-create
Program day 3:
• Module 8: Customer Journey Step 7: Realize
• Exam Preparation and Mock Exam
Target audience:
The ITIL® 4 Specialist: Drive Stakeholder Value course target audience includes but is not limited to:
• Business Managers
• Business Process Owners
• IT Consultants
• IT Developers
• IT Management
• IT Support Staff
• Service Providers
• System Integrators
Prerequisites:
• ITIL 4 Foundation is as a prerequisite
Language:
• Engelsk innhold, norsk instruktør
Course material:
All course material will be delivered digital and consist of:
• Course material with slide sett
• Official ITIL DSV manual
• PodCast which sums up the highlights per day
Certification:
About the exam:
• Question Format: multiple choice
• Pass Grade: 70 %
• Closed Book exam
• No. of Questions: 40
• Duration: 90 minutes
• Extra Time: Candidates taking exam in a language that is not their native, may be awarded 25% extra time