Training: ITIL® 4 Specialist – Drive Stakeholder Value

Module 1: How customer journeys are designed?

• Lesson 1: Key concepts of customer journey
• Lesson 2: Ways of designing and improving customer journeys

Module 2: How to target markets and stakeholders?

• Lesson 1: Understand characterictics of a market
• Lesson 2: Understand marketing activities and techniques
• Lesson 3: Describe customer needs, including internal and external factors influencing them
• Lesson 4: Identify service providers and explain their value propositions

Module 3: How to foster stakeholder relationships?

• Lesson 1: Understand concepts of mutual readiness and maturity
• Lesson 2: Understand different relationship types and their management
• Lesson 3: Develop customer relationships
• Lesson 4: Analyze customer needs
• Lesson 5: Use communication and collaboration activities and techniques
• Lesson 6: How the “Relationship management” practice contributes to foster relationships

Module 4: How to shape demand and refine service offerings?

• Lesson 1: Understand methods for designing digital service experience based on value driven, data driven and user centred service design
• Lesson 2: Unseratsnd approaches for selling and obtaining service offerings
• Lesson 3: Capture, influence and manage demand and opportunities
• Lesson 4: Collect, specify and prioritize requirements from diverse range of stakeholders
• Lesson 5: How the “Business analysis” practice contributes to requirements management and service design

Module 5: How to align expectations and agree details of services?

• Lesson 1: How to plan for value co-creation
• Lesson 2: How to negotiate and agree service utility, warranty and experience
• Lesson 3: How the “Service level management” practice contributes to service expectations management

Module 6: How to onbaord and offboard customers and users?

• Lesson 1: Understand key transition, onboarding and offboarding activities
• Lesson 2: Understand ways of relating with users and fostering user relationships
• Lesson 3: Understand how users are authorized and entitled to services
• Lesson 4: Understand different approaches to mutual evelation of customer, user and service provider capabilities
• Lesson 5: Prepare onboarding and offboarding plans
• Lesson 6: Develop user engagement and delivery channels
• Lesson 7: How the “Service Catalogue management” practice contributes to offering user services
• Lesson 8: How the “Service Desk” practice contributes to user engagement

Module 7: How to act together to ensure continual value co-creation?

• Lesson 1: Understand how users can request services
• Lesson 2: Understand methods for triaging of user requests
• Lesson 3: Understand concept of user communities
• Lesson 4: Understand methods for encouraging and managing customer and user feedback
• Lesson 5: Foster a service mindset
• Lesson 6: Use different approaches to provision of user services
• Lesson 7: Seize and deal with customer and user “moments of thuth”
• Lesson 8: How the “Service Desk” practice contributes to user engagement

Module 8: How to realise and validate service value?

• Lesson 1: Understand methods for measuring service usage and customer and user experience and satisfaction
• Lesson 2: Understand methods to track and monitor serice value (outcome, risk, cost and resources)
• Lesson 3: Understand different types of reporting of service outcome and performance
• Lesson 4: Understand charging mechanisms
• Lesson 5: Assess service value realisation
• Lesson 6: Prepare to evaluate and improve the customer journey
• Lesson 7: How the “Portfolio management” practice contributes to service value realisation

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.