ITIL

Enjoy the best in IITIL 4 Specialist: Drive Stakeholder Value Training

In this course you will look at all types of engagements and interactions that take place between the service provider and their customers, users, suppliers, and partners. Key concepts include customer (CX) and user experience (UX) and journey mapping concepts.

ITIL 4 Specialist: Drive Stakeholder Value

Audience

This course is designed for anyone who would like a foundational understanding of IT service management, its key principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements.

This course is also designed for students who are seeking the ITIL 4 Foundation certification and who want to prepare for the ITIL 4 Foundation exam.

Course Outline

00: Introduction

01: Concept of Customer Journey

Customer Journey Defined
Steps of the Customer Journey
Relating Value Streams & Customer Journeys
Aspects of Customer & User Experience
Key Definitions

Exercise: Customer Journey

02: Design & Improve Customer Journeys

Mapping Customer Journeys
Elements of Customer Journey
Understand the Customer Experience
Designing Thinking
Measure & Improve the Customer Journey

03: Step 1: Explore

Purpose of the Explore
Targeting Markets & Stakeholders
Market Characteristics
Market Segmentation

04: Marketing Activities & Techniques

Targeting Markets
Marketplace & Marketspace
Personalizing & Profiling
Brand & Reputation
Sustainability

05: Customer Needs and Factors that Affect Them

Understanding Customers and Their Needs
Stakeholder Analysis
External & Internal Factors
SWOT Analysis
Identify & Analyze Consumers

06: Identify Service Providers & Value Proposition

Choosing a Provider
Considerations When Choosing a Provider
Industry Standards; Reference Architectures

07: Step 2: Engage

Fostering Stakeholder Relationships
Purpose of Engage
Mutual Readiness & Maturity
Relationship Types

08: Supplier & Partner Relationship Types

Service Relationship Basics
Foster Relationships in Different Environments
Service Relationship Types

09: Managing Suppliers and Partners

Key Considerations
Models for Service Integration
Relationship Management Service Integrator Activities
Supplier Management Practice Guidance

Exercise: Service Relationships

10: Develop Customer Relationships; Analyze Customer Needs

Building Service Relationships
Service Relationship Ladder
Tools to Support and Sustain Customer Engagement
Three C’s Trustworthiness Model
Understand Provider Capabilities and Customer Needs

11: Communicate & Collaborate

Communication, Cooperation, Collaboration
Listening Skills
Modes of Listening
Communication & Diversity

12: Relationship Management Practice

Purpose
Practice Success Factors (PSF) for Relationship Management Practice

13: Supplier Management Practice

Purpose
Benefits
Practice Success Factors (PSF) for Supplier Management

14: Step 3: Offer

Purpose of Shaping Demand & Service Offering
Managing Demand and Opportunities
Optimizing Capacity
Shaping Demand
Service Improvement Opportunities
Building a Business Case

15: Methods for Designing Service Experience

Lean Thinking
Agile Product & Service Development
User-Centered Design & Service Design Thinking
Service Blueprint
Design for Onboarding

16: Approaches for Selling and Obtaining Services

Selling & Obtaining Service Offerings
Pricing & Pricing Options
Internal Sales
External Sales
Methods to Request Products & Services

17: Requirements Management

Specify & Manage Customer Requirements
Managing Requirements
Minimum Viable Product & User Stories
Moscow & Weighted Shortest Job First (WSJF)

18: Business Analyst Practice

Purpose
Business Analyst Adapting to Agile Ways of Working
Practice Success Factors

19: Step 4: Agree

Purpose
Aligning Expectations & Agreeing Services
Plan for Value Co-Creation
Service Interaction Model
Characteristics of Services

20: Negotiate and Agree

Gaining Consumer Agreement
Service Level Agreement Content & Structure
Utility & Warranty
User Experience
Development of Experience Level Agreement (XLA)

21: Service Level Management Practice

Purpose, Scope & Activities
Service Level Agreements (SLA)
SLM Metrics
Practice Success Factors (PSF)
Using Guiding Principles for SLM

22: Step 5: Onboard

Purpose of Onboarding/Offboarding
Onboarding Activities
Utilize Service Design Thinking
Key Onboard/Offboard Activities
Practice Interfaces

23: Fostering User Relationships

Relating with Users
Considering User Experience (UX)
Fostering Relationships with Corporate Users
Relationship Management with Users

24: Enabling Users for Service Use

Necessary Skills and Rights
Required Checks Before Services are Utilized
Practice Interfaces

25: Elevate Mutual Capabilities

Techniques Used by Providers
How Consumers can Help the Service Provider
Using Guiding Principles to Improve User Capabilities

26: Prepare Onboard/Offboard Plans

Approach to Onboarding
Applying the Four Dimensions To Onboarding Plans
Onboarding Scope, Actions & Control
Offboarding Customers & Users
Practice Interfaces

27: User Engagement & Delivery Channels

Channels Used by Users
Omnichannel Management
Shift Left
Social Media Support

28: Service Catalog Management Practice

Purpose
Practice Success Factors (PSF)
Using the Four Dimensions to Create the Catalog
Automating the Service Catalog
Monitoring and Measuring the Service Catalog

29: Service Desk Practice

Purpose
Key Terms and Concepts
Practice Success Factors (PSF)
Types Of Service Channels
Examples of Channels and Their Challenges

30: Step 6: Co-Create

Purpose of Service Provision/Consumption
Fostering a Service Mindset
Using Guiding Principles to Develop Service Mindset

31: Triaging User Requests, Moments of Truth

Service Desk Interactions
Agreed Rules for Triage, Prioritization, and Resolution
Moments of Truth
Intelligent Disobedience

32: User Communities

User Community Activities
Benefits
Creation and Maintenance
Superusers

33: Encouraging Customer/User Feedback

Establish Continual Effective Feedback Gathering
Challenges and Solutions for Customer and User Feedback

34: Service Request Management Practice

Purpose
Practice Success Factors (PSF)
Request Catalog
Fulfill Requests to Agreed Procedure

35: Step 7: Realize

Service Value Defined
Realizing Service Value
Evaluating Value Realization
Track, Assess & Evaluate Value Co-Creation

36: Measuring Service Usage & Satisfaction

Tracking Customer Experience (CX) & Satisfaction
Methods to Monitor Customer Experience
Tracking Service Usage

37: Methods to Track/Monitor Service Value

Service Value Indicator
Tracking Value Realization
Service Profit Chain
Qualitative Measurement
Tracking Performance, Output & Outcome

38: Charging Mechanisms

Charging Policies
Charging & Billing
Cost Allocation Models
Define Chargeable Items
Measuring Service Usage

39: Validate Service Value, Report Service Outcomes

Realizing Service Value
Assess & Report Value Realization
Evaluation & Verification
Track, Assess & Evaluate Outcomes

Exercise: Measuring Value Realization

40: Evaluate & Improve Customer Journey

Evaluate Value Realization & Improve Customer Journeys
Continual Improvement: Sources of Improvement

41: Portfolio Management Practice

Purpose
Portfolio Types
How portfolios Enable ROI
Practice Success Factors (PSF)

42: Course Summary

Prerequisites

In order to take this course, you much hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification. In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

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2/07/2023

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12/18/2021

Awesome training, great supporting tools and aids. Kept me and my ADHD engaged while learning this great subject! This is my fourth class with Applied Technology Academy and I will continue to use them for my certification needs!

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7/07/2022

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8/27/2021

I am currently overseas for business and even this far away the help I received from Kim Locke was fantastic. We were able to reach a quick and precise conclusion from my goal, all online with no confusion. Thank you again. I will be suggesting this Academy for anyone pursuing goals relative to mine.

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12/13/2021

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7/07/2020

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7/07/2022

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7/07/2020

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7/07/2021

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8/19/2021

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7/07/2020

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