ITIL 4 Specialist: Drive Stakeholder Value Course - Accredited

This 18-hour course is focused on helping practitioners increase stakeholder satisfaction via the best service offerings; something that is essential to business success in today’s highly competitive landscape.

All service providers, including internal IT departments, are in the business of customer and user experience. How services are delivered is as important as what is delivered. To that end, some of the core concepts of ITIL 4 is that value is co-created and the importance of customers having an attractive and coherent experience. 

In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain. Therefore, this ITIL 4 module is around the customer journey – from both parties engaging, agreeing to work together and interacting to co-create value.

Prerequisites:  ITIL 4 Foundation

Course Objectives: This course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners.

Attendees acquire an understanding of:

• The conversion of demand into value via IT enabled services
• Key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design and customer journey mapping
• Tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape