ITIL 4 Specialist: Drive Stakeholder Value + Exam

The adoption of ITIL as the most widely used guidance in the world on IT and service management continues with ITIL 4. It ensures continuity with existing ways of working (where service management is already successful) by integrating modern and emerging practices with established and proven know-how. ITIL 4 also helps individuals and organizations see the benefits of new methods and move toward using them with confidence, focus, and minimal disruption. ITIL 4’s holistic approach raises the profile of service management in organizations and industries, setting it within a strategic context. Its focus is on end-to-end product
and service management, from demand to value. ITIL 4: Drive Stakeholder Value follows the customer journey and covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It explores the various steps organizations can take to drive stakeholder value, including but not limited to, fostering various types of relationships, understanding markets and stakeholders, and capturing and realizing value. The guidance also deals with the conversion of stakeholder satisfaction. It can be adopted and adapted in all types of organizations—helping to establish, maintain, and develop
an effective service relationship at an appropriate level.

Cílová skupina 

• Senior IT leaders and executives
• Managers, supervisory staff and team leaders
• IT professionals who require a deeper understanding of ITIL 4 publications, and how ITIL 4 concepts and activities can be implemented to enhance the quality of IT service management within an organization
• IT professionals working in roles associated with a service-based business model
• IT architects, IT planners, IT consultants, IT audit managers, IT security managers, IT developers and operational support staff
• Service management professionals and ITSM trainers interested in achieving the Managing Professional designation in the new ITIL 4 framework
   

Cíl kurzu 

• This course prepares candidates for the ITIL 4 Specialist: Drive Stakeholder Value formal examination. At the end of the course, students will:
• Understand how customer journeys are designed
• Know how to target markets and stakeholders
• Know how to foster stakeholder relationships
• Know how to shape demand and define service offerings
• Know how to align expectations and agree details of services
• Know how to onboard and offboard customers and users
• Know how to act together to ensure continual value co-creation (service consumption/provisioning)
• Know how to realize and validate service value
   

Předcházející kurzy

•  ITIL 4 Foundation
   

Navazující kurzy 

• ITIL4 Specialist Create, Deliver & Support
• ITIL4 Specialist High Velocity IT
• ITIL4 Strategist Direct. Plan & Improve
• ITIL4 Leader Digital & IT Strategy
   

Studijní materiály 

Certifikační zkouška 

• Předpoklady: Kandidát musí mít složenou zkoušku ITIL4 Foundation
• Bez možnosti použití materiálů
   

Akreditace