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Course Description

ITIL logo in purple with a perspective image of a spiral ribbon in dark and light purple to the left

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT enabled services.

The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

ITIL4  Specialist Drive Stakeholder Value is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

Accredited training for the ITIL 4 Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a pre-requisite.

Course Outline

  • How customer journeys are designed
  • How to target markets and stakeholders
  • How to foster stakeholder relationships
  • How to shape demand and define service offerings
  • How to align expectations and agree on details of services
  • How to onboard and offboard customers and users
  • How to act together to ensure continual value co-creation
  • How to realize and validate service value

Learner Outcomes

At the end of this program, the learner will be able to:

  • Describe the customer journey and ways of designing and improving the customer journey
  • Explain marketing activities, techniques, and customer needs and factors that affect customer needs
  • Foster customer relationships using communication and collaboration activities and techniques
  • Describe methods for designing digital service experiences based on value driven, data driven, and user centered service design
  • Negotiate service utility, warranty, and experience
  • Onboard customers and offboard customers and users
  • Foster a service mindset (attitude, behavior and culture)

 

Notes

Learn about more ITIL topics here

Applies Towards the Following Certificates

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Enroll Now - Select a section to enroll in
Type
Virtual: Instructor Led
Days
T, Th
Time
4:00PM to 8:00PM
Dates
Oct 19, 2021 to Nov 04, 2021
Schedule and Location
Contact Hours
21.0
Delivery Options
Public  
Virtual  
Course Fee(s)
Tuition non-credit $1,495.00
Section Notes

Enrollment Deadline is Tuesday, October 12, 2021  at 5 PM CST. Beyond this date, please call 314-935-4444 to register.

THIS IS A VIRTUAL COURSE--Attendee can participate from a location of their choosing. The live instructor teaches the course and provides the opportunity for remote attendees to participate in discusses and exercises with both in-person and remote attendees. Some courses involve hands-on activities and labs. These activities are performed via a secure cloud-accessible environment. Live online courses are through Zoom (or Webex); Video camera, microphone and speakers are necessary to participate in this class.

CANCELLATION POLICY

A full refund will be given when a registrant cancels more than five business days prior to the start of the class. Cancellations received within 5 business days of the start of the class and no-shows will be billed in full. Another person may be substituted at any time at no additional charge. 

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