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