ITIL® 4: Specialist Drive Stakeholder Value
PeopleCert ITIL4-SDSV.AN1
ITIL® 4: Specialist Drive Stakeholder Value
ISBN: 978-1-64459-258-8PeopleCert ITIL4-SDSV.AN1
ITIL® 4: Specialist Drive Stakeholder Value
(ITIL4-SDSV.AN1) / ISBN : 978-1-64459-258-8This course includes
Lessons
TestPrep
Lab
AI Tutor (Add-on)
281
Review
About This Course
Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
Skills You’ll Get
ITIL4 Specialist Drive Stakeholder Value certification is targeted at practitioners responsible for managing and integrating stakeholders and those who are responsible for fostering relationships with partners and suppliers. The certification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows.
Get the support you need. Enroll in our Instructor-Led Course.
Lessons
12+ Lessons | 85+ Quizzes | 74+ Flashcards | 74+ Glossary of terms
TestPrep
40+ Pre Assessment Questions | 2+ Full Length Tests | 50+ Post Assessment Questions | 80+ Practice Test Questions
1
About the ITIL story
- The story so far
- Meet the Axle employees
2
ITIL Foundation recap
- The ITIL service value system
- The four dimensions model
3
Introduction
- The importance of engagement
- Key principles
4
The customer journey
- Stakeholder aspirations
- Touchpoints and service interactions
- Mapping the customer journey
- Designing the customer journey
- Measuring and improving the customer journey
- Summary
5
Step 1: Explore
- Understanding service consumers and their needs
- Understanding service providers and their offers
- Understanding markets
- Targeting markets
- Summary
6
Step 2: Engage
- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Summary
7
Step 3: Offer
- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Summary
8
Step 4: Agree
- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Summary
9
Step 5: Onboard
- Planning onboarding
- Relating to users and fostering relationships
- Providing user engagement and delivery channels
- Enabling users for services
- Elevating mutual capabilities
- Offboarding customers and users
- Summary
10
Step 6: Co-create
- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities
- Summary
11
Step 7: Realize
- Realizing service value in different settings
- Tracking value realization
- Assessing and reporting value realization
- Evaluating value realization and improving customer journeys
- Realizing value for the service provider
- Summary
12
Conclusion
Introduction
- Understanding the Importance of Engagement and its Key Principles
- Understanding the Service Relationships
- Understanding the Relation among the Key Principles
- Understanding the band of visibility
The customer journey
- Understanding the Customer Journey
Step 1: Explore
- Understanding the Markets
Step 2: Engage
- Understanding the Business Provider Maturity Model
- Understanding the Service Relationships
Step 3: Offer
- Understanding the Customer Requirements
- Understanding Selling and Obtaining the Service Offerings
Step 4: Agree
- Understanding the Value Drivers for different types of Service Offerings
Step 5: Onboard
- Understanding and Planning Onboarding
Step 6: Co-create
- Understanding User Queries
- Understanding the Types of Service Technology Encounters
Step 7: Realize
- Understanding the Service Profit Chain
Any questions?Check out the FAQs
Still have unanswered questions and need to get in touch?
Contact us now- ITIL® Foundation Certificate in IT Service Management
OR
- ITIL® 4 Managing Professional Transition Certificate
- Training through an Accredited Training Organisation
USD 586.40
Multiple choice questions
The exam contains 40 questions.
90 minutes
70% or higher (28 or above)
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