ITIL® 4: Specialist Drive Stakeholder Value
(ITIL4-SDSV.AN1) / ISBN : 978-1-64459-258-8
About This Course
Skills You’ll Get
Get the support you need. Enroll in our Instructor-Led Course.
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
About the ITIL story
- The story so far
- Meet the Axle employees
ITIL Foundation recap
- The ITIL service value system
- The four dimensions model
Introduction
- The importance of engagement
- Key principles
The customer journey
- Stakeholder aspirations
- Touchpoints and service interactions
- Mapping the customer journey
- Designing the customer journey
- Measuring and improving the customer journey
- Summary
Step 1: Explore
- Understanding service consumers and their needs
- Understanding service providers and their offers
- Understanding markets
- Targeting markets
- Summary
Step 2: Engage
- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Summary
Step 3: Offer
- Managing demand and opportunities
- Specifying and managing customer requirements
- Designing service offerings and user experience
- Selling and obtaining service offerings
- Summary
Step 4: Agree
- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Summary
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
Step 6: Co-create
- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities
- Summary
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
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
Any questions?Check out the FAQs
Still have unanswered questions and need to get in touch?
Contact Us Now