Send your request
Send your request
Send your request
Course objectives
  • Understanding how to guide stakeholders (both customers & service providers) through the principles and practices of co-creating value thought service
  • Understanding in details all steps of the customer journey
  • Getting to know how effectively manage stakeholders, communicate, build relations with them and increase their satisfaction
  • Preparation for the ITIL®4 Specialist Drive Stakeholder Value (DSV) exam
Training scope
  • Customer Jouney – mapping, designing, measuring and improving
  • Targeting markets and stakeholders
  • Fostering stakeholder relationships
  • Shaping demand and defining service offerings
  • Aligning expectations and agreeing details of services
  • Onboarding and offboard customers and users
  • Acting together to ensure continual value co-creation (service consumption / provisioning)
  • Realizing and validating service value
Prerequisites

An ITIL®4 Foundation certificates.

Audience
  • existing ITIL qualification holders wishing to develop their knowledge & continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services,
  • responsible for the end-to-end delivery
Course objectives
  • Understanding how to guide stakeholders (both customers & service providers) through the principles and practices of co-creating value thought service
  • Understanding in details all steps of the customer journey
  • Getting to know how effectively manage stakeholders, communicate, build relations with them and increase their satisfaction
  • Preparation for the ITIL®4 Specialist Drive Stakeholder Value (DSV) exam
Training scope
  • Customer Jouney – mapping, designing, measuring and improving
  • Targeting markets and stakeholders
  • Fostering stakeholder relationships
  • Shaping demand and defining service offerings
  • Aligning expectations and agreeing details of services
  • Onboarding and offboard customers and users
  • Acting together to ensure continual value co-creation (service consumption / provisioning)
  • Realizing and validating service value
Prerequisites

An ITIL®4 Foundation certificates.

Audience
  • existing ITIL qualification holders wishing to develop their knowledge & continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners managing the operation of IT-enabled & digital products and services,
  • responsible for the end-to-end delivery
Exam
  • Exam is obligatory
  • Multiple choice test; 40 questions
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90 mins + 25% for non-native speakers

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Presentation, lecture, discussion, case study and assignments.
Exam
  • Exam is obligatory
  • Multiple choice test; 40 questions
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90 mins + 25% for non-native speakers

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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