ITIL® 4 Specialist: Drive Stakeholder Value

ITIL4DSV1T
Duration 3 days
0 ITK points
3 terms
Praha (35 700 Kč)

Brno (35 700 Kč)

Bratislava (1 700 €)

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 module 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. ITIL4 Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

Accredited ITIL® 4 Specialist: Drive Stakeholder Value training is provided by ict-123.com or Agilist s.r.o. accredited by PeopleCert Examination Institute.

IT managers
Process owners
IT specialists
Members of DevOps teams
Product owners

At the end of this training, you will have gained the knowledge and skills to:

Understand the key concepts
Deal with challenges of time of the digital transformation
Understand how customer journeys are designed
Know 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 details of services
Know how to on-board and off-board customers and users
Know how to act together to ensure continual value co-creation
Know how to realise and validate service value

Every course participant receives a manual in the English language, and other complementary materials. Training is delivered in Czech or English language.

The course covers topics as follows:

Recap of basic concepts
The Customer journey
Explore
Engage
Offer
Agree
Onboard
Co-create
Realize
Conclusion
Recap
Certification exam

Prerequisites: The candidate must have passed the ITIL4 Foundation examination
Closed-book format
Computer-Based the last day of the training
40 multiple choice questions
Passing score 70% (28 of 40)
Duration 90 min (+25% for non-native speakers)
Bloom’s level 2 and 3

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ITIL® 4 Specialist: Drive Stakeholder Value

GOPAS Praha

GOPAS Brno

GOPAS Bratislava

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ITIL® 4 Specialist: Drive Stakeholder Value

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