Szkolenie: ITIL® 4 Specialist: Drive Stakeholder Value with exam
The adoption of ITIL as the most widely used guidance in the world on IT and service management continues with ITIL 4. It ensures continuity with existing ways of working (where service management is already successful) by integrating modern and emerging practices with established and proven know-how. ITIL 4 also helps individuals and organizations see the benefits of new methods and move toward using them with confidence, focus, and minimal disruption. ITIL 4’s holistic approach raises the profile of service management in organizations and industries, setting it within a strategic context. Its focus is on end-to-end product and service management, from demand to value. ITIL 4:Drive Stakeholder Value follows the customer journey and covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It explores the various steps organizations can take to drive stakeholder value, including but not limited to, fostering various types of relationships, understanding markets and stakeholders, and capturing and realizing value. The guidance also deals with the conversion of stakeholder satisfaction. It can be adopted and adapted in all types of organizations—helping to establish, maintain, and develop an effective service relationship at an appropriate level.
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Czas trwania szkolenia:3 dni (24h)
Kod kursu:HU0C3S
ITIL® 4 Specialist: Drive Stakeholder Value with exam
Cele szkolenia
This course prepares candidates for the ITIL 4 Specialist: Drive Stakeholder Value formal examination
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
Dla kogo?
Senior IT leaders and executives
Managers, supervisory staff and team leaders
IT professionals who require a deeper understanding of ITIL 4 publications, and how ITIL 4 concepts and activities can be implemented to enhance the quality of IT service management within an organization
IT professionals working in roles associated with a service-based business model
IT architects, IT planners, IT consultants, IT audit managers, IT security managers, IT developers and operational support staff
Service management professionals and ITSM trainers interested in achieving the Managing Professional designation in the new ITIL 4 framework
Zalety
IDC MarketScape leader 7 years running for IT education and training
Recognized by IDC for leading with global coverage, unmatched technical expertise, and targeted education consulting services
Key partnerships with industry leaders OpenStack®, VMware®, Linux®, Microsoft®, ITIL, PMI, CSA, and SUSE
Complete continuum of training delivery options—self-paced eLearning, custom education consulting, traditional classroom, video on-demand instruction, live virtual instructor-led with hands-on lab, dedicated onsite training
Simplified purchase option with HPE Training Credits
The "ITIL® 4 Specialist: Drive Stakeholder Value with exam" course is offered by HPE Poland ATO/AEO of AXELOS Limited. "ITIL® 4 Specialist: Drive Stakeholder Value with exam" is a registered trade mark of AXELOS Limited. All rights reserved
Wymagania
Candidates must currently hold the ITIL 4 Foundation certificate before registering for this course.
W cenie otrzymasz:
Materiały szkoleniowe
Potwierdzenie uczestnictwa w szkoleniu
W przypadku szkolenia w trybie stacjonarnym zapewnimy Ci również lunch oraz sprzęt niezbędny do nauki
Program szkolenia
Module 0: Course Overview
Module 1: Introduction
Module 2: Understand How Customer Journeys are Designed
Understand the concept of the customer journey
Understand the ways to design and improve customer journeys
Module 3: Know How to Target Markets and Stakeholders
Understand the characteristics of markets
Understand marketing activities and techniques
Know how to describe customer needs and the internal and external factors that affect these
Know how to identify service providers and explain their value propositions
Module 4: Know How to Foster Stakeholder Relationships
Understand the concepts of mutual readiness and maturity
Understand the different supplier and partner relationship types, and how these are managed
Know how to develop customer relationships
Know how to analyze customer needs
Know how to use communication and collaboration activities and techniques
Know how the Relationship Management practice can be applied to enable and foster relationships
Know how the Supplier Management practice can be applied to enable and contribute to supplier and partner management
Module 5: Know How to Shape Demand and Define Service Offerings
Understand methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
Understand approaches for selling and obtaining service offerings
Know how to capture, influence and manage demand and opportunities
Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
Module 6: Know How to Align Expectations and Agree Details of Services
Know how to plan for value co-creation
Know how to negotiate and agree service utility, warranty and experience
Know how the Service Level Management practice can be applied to enable and contribute to service expectation management
Module 7: Know How to Onboard and Offboard Customers and Users
Understand key transition, onboarding and offboarding activities
Understand the ways of relating with users and fostering user relationships
Understand how users are authorized and entitled to services
Understand different approaches to mutual elevation of customer, user and service provider capabilities
Know how to prepare onboarding and offboarding plans
Know how to develop user engagement and delivery channels
Know how the Service Catalogue Management practice can be applied to enable and contribute to offering user services
Know how the Service Desk practice can be applied to enable and contribute to user engagement
Module 8: Know How to Act Together to Ensure Continual Value Co-Creation (Service Consumption/Provisioning)
Understand how users can request services
Understand methods for triaging user requests
Understand the concept of user communities
Understand methods for encouraging and managing customer and user feedback
Know how to foster a service mindset (attitude, behavior and culture)
Know how to use different approaches to provision user services
Know how to seize and deal with customer and user ‘moments of truth’
Know how the Service Request Management practice can be applied to enable and contribute to service usage
Module 9: Know How to Realize and Validate Service Value
Understand methods for measuring service usage and customer and user experience and satisfaction
Understand methods to track and monitor service value(outcome, risk, cost and resources)
Understand different types of reporting of service outcome and performance
Understand charging mechanisms
Know how to validate service value
Know how to evaluate and improve the customer journey
Know how the Portfolio Management practice can be applied to enable and contribute to service value realization
