ITIL® 4: Specialist Drive Stakeholder Value
Pass the ITIL 4 exam with the ITIL4 Specialist Drive Stakeholder Value course and lab. The lab is cloud-based, device-enabled, and can easily be integrated with an LMS. The ITIL certification training comprehensively covers the ITIL 4 exam objectives and provides knowledge on the areas such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.
- Price: $768.99
- Delivery method: eLearning
- DIR Discount: 20%
Submit form to obtain discount
Test Prep
40+ Pre Assessment Questions |
2+ Full Length Tests |
50+ Post Assessment Questions |
80+ Practice Test Questions
Features
Multiple choice questions
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Outline
Lessons 1:
About the ITIL story
- The story so far
- Meet the Axle employees
Lessons 2:
ITIL Foundation recap
- The ITIL service value system
- The four dimensions model
Lessons 3:
Introduction
- The importance of engagement
- Key principles
Lessons 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
Lessons 5:
Step 1: Explore
- Understanding service consumers and their needs
- Understanding service providers and their offers
- Understanding markets
- Targeting markets
- Summary
Lessons 6:
Step 2: Engage
- Communicating and collaborating
- Understanding service relationship types
- Building service relationships
- Managing suppliers and partners
- Summary
Lessons 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
Lessons 8:
Step 4: Agree
- Agreeing and planning value co-creation
- Negotiating and agreeing a service
- Summary
Lessons 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
Lessons 10:
Step 6: Co-create
- Fostering a service mindset
- Ongoing service interactions
- Nurturing user communities
- Summary
Lessons 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
