Loading...

Course Description

ITIL logo in purple with a perspective image of a spiral ribbon in dark and light purple to the left

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.

The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

ITIL4  Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

Accredited training for the ITIL 4 Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a pre-requisite.

Course Outline

  • How customer journeys are designed
  • How to target markets and stakeholders
  • How to foster stakeholder relationships
  • How to shape demand and define service offerings
  • How to align expectations and agree on details of services
  • How to onboard and offboard customers and users
  • How to act together to ensure continual value co-creation
  • How to realize and validate service value

Learner Outcomes

At the end of this program, the learner will be able to:

  • Describe the customer journey and ways of designing and improving the customer journey
  • Explain marketing activities, techniques, and customer needs and factors that affect customer needs
  • Foster customer relationships using communication and collaboration activities and techniques
  • Describe methods for designing digital service experiences based on value driven, data driven, and user centered service design
  • Negotiate service utility, warranty, and experience
  • Onboard customers and offboard customers and users
  • Foster a service mindset (attitude, behavior and culture)

 

Notes

Learn about more ITIL topics here

Applies Towards the Following Certificates

Loading...
Enroll Now - Select a section to enroll in
Type
Classroom: Instructor Led
Days
M, T, W
Time
8:30AM to 4:00PM
Dates
Nov 14, 2022 to Nov 16, 2022
Schedule and Location
Contact Hours
21.0
Delivery Options
On Campus  
Course Fee(s)
Tuition non-credit $1,495.00
Section Notes

Enrollment Deadline is Monday, November 7, 2022  at 5 PM CST. Beyond this date, please call 314-935-4444 to register.

Parking, lunch and refreshments are provided.

CANCELLATION POLICY

A full refund will be given when a registrant cancels more than five business days prior to the start of the class. Cancellations received within 5 business days of the start of the class and no-shows will be billed in full. Another person may be substituted at any time at no additional charge.

Required fields are indicated by .