ITIL® 4 Specialist: Drive Stakeholder Value

À qui s'adresse la formation?

Architectes, Chefs de projets, Consultants, Consultants informatiques, Directeurs de projets, Ingénieurs, Professionnels de l’IT

Durée

3,00 jour(s)

Langues(s) de prestation

EN FR

Prochaine session

Contacter l'organisme

Prérequis

Have the ITIL 4 Foundation certificate.

Objectifs

Our 3-day "ITIL® 4 Specialist: Drive Stakeholder Value (DSV)" is one of the four courses towards the ITIL4 Managing Professional (MP) designation.

This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers and partners.

The core concept behind Drive Stakeholder Value is to provide an understanding of how to convert demand into value through IT-enabled services. The course covers key topics like service level-agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

Become familiar with the concept of the customer journey and discover ways to design and improve customer journeys
Learn how to describe customer needs considering the internal and external factors affecting these needs
Understand how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
Discover methods for designing digital service experiences based on value driven, data driven and user-centric service design
Learn to align expectations and determine a shared view of the target service scope and quality between the service provider and the service consumer
Understand key transition, onboarding and offboarding activities
Know how to foster a service mindset: attitude, behaviour and culture
Have knowledge of the methods to track and measure service value: outcome, risk, cost and resources