- Course overview
- Course details
- Prerequisites
Course overview
About this course
This course is designed to guide learners through the intricacies of managing and fostering relationships with stakeholders. It emphasizes mastering the customer journey, starting from the initial exploration of customer needs to the final realization of service value. Learners will gain insights into designing, measuring, and improving customer journeys, along with managing service touchpoints and interactions. They will learn how to tailor services to customer requirements, negotiate and agree on services, and ensure these services provide value to both the consumer and the provider. Through this course, participants will develop skills that are crucial for delivering and supporting services that meet and exceed the dynamic needs of customers.
Audience profile
- DevOps Engineer
- Enterprise Architect
- IT Service Manager
- IT Service Desk Analyst
Course details
Module 1: Customer Journey
Module 2: Customer Journey STEP 1: Explore
Module 3: Customer Journey STEP 2: Engage
Module 4: Customer Journey STEP 3: Offer
Module 5: Customer Journey STEP 4: Agree
Module 6: Customer Journey STEP 5: Onboard
Module 7: Customer Journey STEP 6: Co-Create
Module 8: Customer Journey STEP 7: Realize
Prerequisites
- Hold the ITIL® 4 Foundation certificate or a higher-level ITIL® 4 certification.
- Have a basic understanding of Service Management concepts and principles.
- Familiarity with IT terminology and IT-related work experience would be beneficial.
- An interest in improving stakeholder relationships and driving customer value within the context of IT services.
Enquiry
Course : ITIL® 4 Specialist: Drive Stakeholder Value
Enquiry
request for : ITIL® 4 Specialist: Drive Stakeholder Value
