Description
The course focuses on the transformation of demand into value through IT services (interaction between service providers and their customers, users, suppliers and partners).
You will learn about key topics such as SLA design, multi-vendor management, communication, relationship management, CX and UX design, customer path mapping, etc., and get tools to increase the satisfaction of all stakeholders. The price of the course includes the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.
The ITIL® courses on this page are offered by ict-123.com ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.
Goals
- Learn how to design and improve customer journeys
- Learn the characteristics of markets, marketing activities and techniques
- Be able to describe and analyze customer needs as well as internal and external factors that affect them
- Create demand and define service offers
- Align expectations and agree on details of services
- Know how to recognize and verify the value of a service
Target
Experts responsible for stakeholder management and integration. Also for those who focus on mapping the journey and customer experience, and those who are responsible for fostering relationships with partners and suppliers.Contents
- Relationship management
- Portfolio management
- Service request management
- Supplier management
- Business analysis
- Service level management
- Service catalog management
- Service Desk
Prerequisites
ITIL® 4 Foundation course and certification exam.Study Materials
Accredited training materials from PeopleCert and supplementary materials.
An ebook is now included in the price of the exam.
The Core Guidance (eBook) contains the best practises, which helps the candidate to prepare for an exam.Followups
ITIL® 4 Specialist: Create, Deliver and Support + exam, ITIL® 4 Specialist: High Velocity IT + exam, ITIL® 4 Strategist: Direct, Plan and Improve + exam, EXAM ITIL® 4 Specialist: Drive Stakeholder Value
