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Axelos

ITIL® 4: Specialist Drive Stakeholder Value

(ITIL4-SDSV.AN1) / ISBN : 978-1-64459-258-8
This course includes
Lessons
TestPrep
Lab
AI Tutor (Add-on)
281 Review
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About This Course

Skills You’ll Get

Interactive Lessons

12+ Interactive Lessons | 85+ Quizzes | 74+ Flashcards | 74+ Glossary of terms

Gamified 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

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ITIL® 4: Specialist Drive Stakeholder Value

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