ITIL® 4 Specialist – Drive Stakeholder Value

ITIL® 4 Specialist – Drive Stakeholder Value

ON SITE, ONLINE LIVE, SELF-STUDY

3 DAYS

EN, FR

ADVANCED

CERTIFICATE

LEARNING GOALS

The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

By the end of the course, the learner will:

  • 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 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

AUDIENCE

Target audience includes:

  • Business Managers
  • IT Management
  • IT Developers
  • IT Support Staff
  • Business Process Owners

PREREQUISITE

Passed the ITIL® 4 Foundation examination. Attendance of an accredited training course for this module is required for the exam.

TRAINING CONTENT

  • 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
  • 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
  • Module 8 Customer Journey Step 7: Realize
  • Exam Preparation
  • Mock Exam

EXAMEN

  • Format Examen QCM, livre fermé
  • Durée 90 minutes (113 minutes si l’anglais n’est pas la langue native)
  • Nombre de questions 40, questions
  • Note de passage 70 % (28 bonnes réponses)

GET A QUOTE

We will be happy to share the price information once we know the number of participants and your preferred delivery channel.

"*" indicates required fields

Contact
Address*
Consent
Consent*
Posted in Drive Stakeholder Value