ITIL 4 Specialist DSV (Drive Stakeholder Value)

Ön Koşul

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Eğitim Hakkında

Sertifika:
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Eğitim İçeriği

Understand The Concept Of The Customer Journey

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Understand The Ways Of Designing And İmproving Customer Journeys

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Understand The Characteristics Of Markets

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Understand Marketing Activities And Techniques

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Know How To Describe Customer Needs And İnternal And External Factors That Affect These

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Know How To İdentify Service Providers And Explain Their Value Propositions

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Understand The Concepts Mutual Readiness And Maturity

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Understand The Different Supplier And Partner Relationship Types, And How These Are Managed

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Know How To Develop Customer Relationships

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Know How To Analyse Customer Needs

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Know How To Use Communication And Collaboration Activities And Techniques

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Know How The Following Practices Can Be Applied To Enable And Contribute To Fostering Relationships:

o Relationship Management
o Supplier Management

? Understand Methods For Designing Digital Service Experiences Based On Value Driven, Data Driven And User Centred Service Design

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Understand Approaches For Selling And Obtaining Service Offerings

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Know How To Capture, İnfluence And Manage Demand And Opportunities

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Know How To Collect, Specify And Prioritise Requirements From A Diverse Range Of Stakeholders

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Know How The Business Analysis Practice Can Be Applied To Enable And Contribute To Requirement Management And Service Design

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Know How To Plan For Value Co-Creation

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Know How To Negotiate And Agree Service Utility, Warranty And Experience

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Know How The Service Level Management Practice Can Be Applied To Enable And Contribute To Service Expectation Management

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Understand Key Transition, Onboarding And Offboarding Activities

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Understand The Ways Of Relating With Users And Fostering User Relationships

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Understand How Users Are Authorized And Entitled To Services

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Understand Different Approaches To Mutual Elevation Of Customer, User And Service Provider Capabilities

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Know How To Prepare Onboarding And Offboarding Plans

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Know How To Develop User Engagement And Delivery Channels

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Know How The Service Catalogue Management Practice Can Be Applied To Enable And Contribute To Offering User Services

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Know How The Service Desk Practice Can Be Applied To Enable And Contribute To User Engagement

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Understand How Users Can Request Services

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Understand Methods For Triaging Of User Requests

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Understand The Concept Of User Communities

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Understand Methods For Encouraging And Managing Customer And User Feedback

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Know How To Foster A Service Mindset (Attitude, Behaviour And Culture)

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Know How To Use Different Approaches To Provision Of User Services

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Know How To Seize And Deal With Customer And User ‘Moments Of Truth’

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Know How The Service Request Management Practice Can Be Applied To Enable And Contribute To Service Usage

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Know How To Realise And Validate Service Value

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Understand Methods For Measuring Service Usage And Customer And User Experience And Satisfaction

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Understand Methods To Track And Monitor Service Value (Outcome, Risk, Cost And Resources)

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Understand Different Types Of Reporting Of Service Outcome And Performance

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Understand Charging Mechanisms

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Know How To Assess Service Value Realization

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Know How To Prepare To Evaluate And İmprove The Customer Journey

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Know How The Portfolio Management Practice Can Be Applied To Enable And Contribute To Service Value Realisation

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Önemli Notlar

Program ücretlerine KDV dahil değildir.

Paylaş:

Süre
12 Saat (2 Gün)
Ücret
Sorunuz

Önemli kampanyalardan haberdar olmak için Rıza Metni kapsamında bilgilendirilmek istiyorum.

BİZİ ARAYIN

İLETİŞİM FORMU