ITIL(R) 4 Specialist: Drive Stakeholder Value
3 days - ITIL4SDSV 

 

Profile


The ITIL 4 Specialist Drive Stakeholder Value 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 and focuses on the customer journey. It will provide candidates with the tools to increase stakeholder satisfaction by co-creating value which is integral to business success in the modern service economy. This course covers a wide range of methods that will enable IT professionals to interact with stakeholders to influence and improve the overall customer/user experience. Target Audience IT and digital professionals responsible for managing and interfacing with stakeholders and fostering relationships to gain value realisation Anyone who designs or manages customer journeys and experiences IT and digital professionals who need to manage customer demands and expectations The following are suggested job titles that would be relevant for attending this course: Business Relationship Manager; Enterprise Architect; Project Manager; Supplier Relationship Manager; UX/CX Designer; Service Level Manager; Service Delivery Manager; Customer Success Manager; Scrum Master; IT Solutions Manager; Contract Manager; Enterprise Architect; Vendor Manager; Demand Manager

Prerequisites


Learners must have an ITIL 4 Foundation certificate, or have attended and passed ITIL 4 Managing Professional Transition. ITIL v3 or previous versions of ITIL Foundation certificates are NOT a valid prerequisite. ITIL 4 Specialist: Drive Stakeholder Value pre-course work Delegates will be provided with pre-course work prior to attending the course by email. Success on the course will be enhanced by close attention to the pre-course reading materials. If you have not received your pre-course work within one week of the start of your course, please contact your Account Manager or info@qa.com.


Skills


As part of ITIL 4 Specialist: Drive Stakeholder Value course delegates will learn how to:
  • Shape customer demand - Effectively manage stakeholders and target them with the right service offerings and value propositions
  • Create a trusted relationship with your stakeholders - Understand how to use effective and timely communication to influence stakeholders at all levels to encourage a culture of collaboration and transparency
  • Develop mutually agreed requirements - Establish consumers and producers as multi-dependent, ensuring that value is always mutually agreed, and requirements are prioritised
  • Ensure high customer satisfaction levels - Keep customers front-of-mind and adopt a service mindset
  • Optimise the customer experience - Integrate Human Centred Design, Customer Experience (CX), User Experience (UX) design, and customer journey mapping to deliver services that delight and evolve as environments change
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