ITIL® 4 Specialist Drive Stakeholder Value + exam

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  • Místo konání

  • Region:
    Praha
  • Adresa:
    Bělehradská 347/54, Praha 2
  • Termín

  • Doba trvání:
    3 dny
Nabídka tohoto termínu kurzu již není aktuální. Podobné kurzy naleznete zde

Popis kurzu ITIL® 4 Specialist Drive Stakeholder Value + exam

Popis kurzu

This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.


This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts. The course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.

Určeno pro


  • Individuals continuing their journey in 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

Obsah kurzu


  • Understand the concept of the customer journey

  • Understand the ways of designing and improving customer journeys

  • 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

  • Understand the concepts 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 analyse customer needs

  • Know how to use communication and collaboration activities and techniques

  • Know how the following practices can be applied to enable and contribute to fostering relationships: -

  • Relationship management

  • Supplier management

  • Understand methods for designing digital service experiences based on value driven, data driven and user centred service design

  • Understand approaches for selling and obtaining service offerings

  • Know how to capture, influence and manage demand and opportunities

  • Know how to collect, specify and prioritise 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 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

  • 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

  • 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 (attitude, behaviour and culture)

  • Know how to use different approaches to 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 realise 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 realisation

Předpoklady

Candidates must hold the ITIL 4 Foundation certificate

Studijní materiály

V angličtině
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