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Engaging your customers, understanding what they would find valuable and working with them to develop, deploy, onboard and deliver services to maximise their ability to realise their outcomes.
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Descriptions
Who is this course for
Delegates that have responsibilities to their internal and/or external customers to create value by managing the customer journey and assuring value is created. Business analysts, relationship managers, service owners and designers should all benefit from this course.
Purpose of the course
To help delegates understand co-creation of value and the journey customers go through as part of receiving services. By understanding the customer journey and the practices from IT service management that can help with that journey delegates can better engage and align with the needs of their customers.
You will learn how to
- Create a communications plan
- Develop a service blueprint
- Onboard and offboard customers to and from services
- Understand the customer mindset
- Recognise the importance of marketing services
Benefits for you as an individual
- Gain greater insight into customer engagement.
- Understand the customer journey.
- Acquire skills around managing designing and onboarding services.
- Prepare for the ITIL4 Specialist exam - Driving Stakeholder Value.
Benefits for your organisation
Staff that are better equipped to deliver services that are aligned with organisational needs. Better ROI from service investments as services are better designed and stakeholders more involved from the outset of service development.
Prerequisites
Delegates must have obtained a PASS in the ITIL4 Foundation certificate prior to attending this course. Prior experience in an IT service delivery organisation may be advantageous but is not a requirement.Customer Journeys
- Understand the concept of the journey, its design and improvement
Markets and Stakeholders
- Understand markets and marketing services to them.
- Describe customer needs and demonstrate this with value propositions.
Fostering Stakeholder Relationships
- Understand relationships between supplier and customer, differing types and the management of them.
- Analysing customer needs.
- Communication and collaboration.
- Use the following practices as part of fostering relationships:
- Relationship Management.
- Supplier Management.
Shaping Demand and Defining Service Offerings
- Understand methods for designing, selling and obtaining services.
- Capturing and influencing demand.
- Requirements capture, specification and prioritisation.
- Use the Business Analysis practice.
Aligning Expectations and Agreeing Details
- Plan for value co-creation.
- Negotiate and agree service value.
- Use the Service Level Management practice.
Onboarding and Offboarding Customers
- Understand key concepts.
- User entitlement and authorisation.
- Mutual elevation of capability.
- Onboarding/Offboarding planning.
- User engagement and delivery channels.
- Service Catalogue Management practice.
- Service Desk practice.
Continuous Value Co-creation
- Request Management practice.
- User Communities.
- Customer and user feedback methods.
- Creating a service mindset.
- Different approaches to service provision.
- Moments of truth.
Realising and Validating Services
- Measuring service usage and customer satisfaction.
- Track Value, Outcomes, Costs and RIsks.
- Reporting service performance.
- Charging mechanisms.
- Assess value realisation.
- Evaluate Customer journey.
- Portfolio Management.
Additional Exam Information
- PeopleCert Exam: ITIL4 Specialist - Drive Stakeholder Value.
- 90 Minutes, 40 questions, Objective Test Questions [multiple choice, 1 correct answer].
- Pass mark: 28/40 or 70%.
If you are attending a Face to Face course your exam will be a paper-based exam during your course.
If you are attending a Virtual course you’ll be issued an exam voucher to take the exam at a time of your choosing. Please see PeopleCert’s website for the security requirements for the web based exam driver.
This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Please note - it is compulsory to purchase the exam, although discretionary whether you take it.
Pre-Coursework
Pre-course reading based on the ITIL4 Specialist - Drive Stakeholder Value publication. Please check your joining instructions for information on accessing pre-course reading information on Quanta LearnRe-reading ITIL4 Foundation materials prior to the course is strongly recommended.
Please note, there may be a small amount of evening work to complete such as further reading or working though sample exam papers.
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