ITIL Specialist: Drive Stakeholder Value

Course Code: IT190

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Course Sector:

Information Technology

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Introduction

Training course introducion / brief

Discover the essential skills necessary to oversee and optimize the dynamic relationships and communication channels between a service provider and their customers, users, suppliers, and partners in this newly developed training program.

Focused on the effective transformation of demand into tangible value through the integration of IT-enabled services, this course equips IT leaders, practitioners, and support personnel already equipped with the ITIL 4 foundation qualification with a comprehensive understanding of diverse engagement methodologies and interactions. Encompassing crucial concepts such as Customer Experience (CX), User Experience (UX), and journey mapping, the curriculum aligns with the ITIL 4 best practice service value system outlined in the latest industry guidelines.

Training Course Methodology

The training course will foster an interactive and participatory environment, incorporating lectures, exercises, real-world problem exposure, and policy discussions. Participants will engage with various learning tools to enhance their multifunctional operational skills.

Understand the process of designing customer journeys.
Identify strategies for targeting markets and engaging stakeholders effectively.
Shape demand and refine service offerings to meet customer needs effectively.
Align expectations and negotiate service details collaboratively.
Implement effective onboarding and offboarding strategies for customers and users.
Collaborate to ensure continual value co-creation during service consumption and provisioning.
Implement strategies to realize and validate service value effectively.

Cloud Computing Engineer
Computer Network Specialist
Computer Support Specialist
Database Administrator
Information Technology Analyst
Information Technology Leadership
Information Security Specialist
Software/Application Developer
Web Developer
Technology sales consultant

Understand the process of designing customer journeys.

Identify strategies for targeting markets and engaging stakeholders effectively.
Shape demand and refine service offerings to meet customer needs effectively.
Align expectations and negotiate service details collaboratively.
Implement effective onboarding and offboarding strategies for customers and users.
Collaborate to ensure continual value co-creation during service consumption and provisioning.
Implement strategies to realize and validate service value effectively.

Concepts of mutual readiness and maturity

Different supplier and partner relationship types and their management
Developing customer relationships
Analysing customer needs
Communication and collaboration activities and techniques

Relationship management practices

Supplier management practices
Designing digital service experiences based on value, data, and user-centered service design
Approaches for selling and obtaining service offerings

Capturing, influencing, and managing demand and opportunities

Collecting, specifying, and prioritising requirements from stakeholders
Applying business analysis practices in requirement management and service design
Planning for value co-creation
Negotiating and agreeing on service utility, warranty, and experience

Transition, onboarding, and offboarding activities

Relating with users and fostering user relationships
Authorizing and entitling users to services
Mutual elevation of customer, user, and service provider capabilities
Onboarding and offboarding plans
User engagement and delivery channels
Seizing and dealing with customer and user 'moments of truth'
Measuring service usage and customer and user experience and satisfaction

Boost certificate of completion

BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.

ENDORSED EDUCATION PROVIDER

Flexible deadlines

Customized dates accordance to your schedule

Shareable Certificate

Earn certificate upon completion

COURSE METHODOLOGY

Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).

At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.

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TRAINING COURSE: ITIL Specialist: Drive Stakeholder Value