ITIL 4 Specialist Drive Stakeholder Value


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Length: 3.0 day (24 hours)

 

This course focuses on the critical aspects of stakeholder management and customer experience. It explores how to effectively engage with stakeholders, understand their needs, and deliver value through IT-enabled services

  • IT professionals responsible for customer relationship management
  • Service delivery managers
  • Product owners
  • Business analysts
  • Anyone involved in customer experience and service design
  • ITIL 4 Foundation certification

Start with the customer – find out what they want and give it to them.

Course objectivesCourse outlines

Course objectives

After completing this course, students will be able to:

    • Understand the importance of stakeholder engagement
    • Identify and prioritize stakeholder needs
    • Develop effective communication strategies
    • Build strong relationships with stakeholders
    • Improve customer experience
    • Measure and manage stakeholder satisfaction

Course outlines

  • 1.      Introduction to Stakeholder Value
    • Understanding the concept of stakeholder value
    • The role of IT in creating value
    • Aligning IT services with business objectives
  • 2.      Identifying and Prioritizing Stakeholders
    • Stakeholder mapping and analysis
    • Identifying key stakeholders and their interests
    • Prioritizing stakeholder needs and expectations
  • 3.      Building Effective Stakeholder Relationships
    • Communication strategies and techniques
    • Active listening and empathy
    • Conflict resolution and negotiation skills
    • Building trust and credibility
  • 4.      Shaping Demand and Defining Service Offerings
    • Market analysis and customer segmentation
    • Developing value propositions
    • Designing customer journeys
    • Defining service level agreements (SLAs)
  • 5.      Co-Creating Value with Stakeholders
    • Collaborative decision-making
    • Iterative service development
    • Continuous improvement
  • 6.      Measuring and Managing Stakeholder Satisfaction
    • Key performance indicators (KPIs) and metrics
    • Customer satisfaction surveys and feedback mechanisms
    • Analyzing feedback and taking corrective action

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Download outlines