Popis kurzu
The course focuses on the transformation of demand into value through IT services (interaction between service providers and their customers, users, suppliers and partners). You will learn about key topics such as SLA design, multi-vendor management, communication, relationship management, CX and UX design, customer path mapping, etc., and get tools to increase the satisfaction of all stakeholders. The price of the course includes the ITIL® 4 Specialist: Drive Stakeholder Value certification exam.Cíle kurzu
- Learn how to design and improve customer journeys
- Learn the characteristics of markets, marketing activities and techniques
- Be able to describe and analyze customer needs as well as internal and external factors that affect them
- Create demand and define service offers
- Align expectations and agree on details of services
- Know how to recognize and verify the value of a service
Určeno pro
Experts responsible for stakeholder management and integration. Also for those who focus on mapping the journey and customer experience, and those who are responsible for fostering relationships with partners and suppliers.Obsah kurzu
- Relationship management
- Portfolio management
- Service request management
- Supplier management
- Business analysis
- Service level management
- Service catalog management
- Service Desk
Poznámka
Accredited ITIL® 4 Specialist: Drive Stakeholder Value training (including certification exam) is provided by ict-123.com, accredited by the PeopleCert Examination Institute. ITIL® is a registered trademark of AXELOS Limited and is used with permission. All rights reserved.Předpoklady
ITIL® 4 FoundationNávaznosti
ITIL® 4 Specialist: High-Velocity IT
ITIL® 4 Strategist: Direct, Plan and Improve
