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We're here to help you find itThe ITIL® 4 Specialist Drive Stakeholder Value course is a comprehensive program designed to guide learners through the intricacies of managing and fostering relationships with stakeholders. It emphasizes mastering the Customer journey, starting from the initial exploration of customer needs to the final realization of service value. The course is structured into eight modules that cover each step of the Customer journey, including Explore, Engage, Offer, Agree, Onboard, Co-create, and Realize.
Learners will gain insights into designing, measuring, and improving Customer journeys, along with Managing service touchpoints and interactions. They will learn how to tailor services to customer requirements, negotiate and agree on services, and ensure these services provide value to both the consumer and the provider. The ITIL 4 Drive Stakeholder Value module is pivotal for professionals seeking to enhance their ability to build meaningful relationships and co-create value with stakeholders, thereby solidifying their roles as ITIL 4 Specialist Drive Stakeholder Value practitioners. Through this course, participants will develop skills that are crucial for delivering and supporting services that meet and exceed the dynamic needs of customers.
Successfully delivered 17 sessions for over 25 professionals
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♱ Excluding VAT/GST
You can request classroom training in any city on any date by Requesting More Information
To ensure that participants are prepared for the ITIL® 4 Specialist Drive Stakeholder Value course and can get the most out of the training, the following minimum prerequisites are recommended:
These prerequisites are intended to provide a solid foundation for understanding the course material and applying the ITIL® 4 Specialist Drive Stakeholder Value concepts in practice. They are not meant to discourage potential learners but to ensure that all participants are adequately prepared to engage with the course content and achieve their learning objectives.
The ITIL® 4 Specialist Drive Stakeholder Value course hones skills in managing customer experiences and stakeholder relationships.
Gain insights into mastering the customer journey to drive stakeholder value through understanding service relationships, designing tailored service experiences, and continually improving value realization.
A customer journey is the complete sequence of experiences that customers go through when interacting with a company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer. This journey can be mapped in a diagram that reflects all touchpoints where customers come in contact with your brand, from initial awareness through various stages of engagement and long-term relationship building. Understanding this journey helps businesses identify opportunities for improvement, aiming to enhance overall customer satisfaction and loyalty.
Improving customer journeys involves analyzing and enhancing the interactions that customers have with a business at every touchpoint. By understanding customer needs and behaviors, companies can design seamless, personalized experiences that foster satisfaction and loyalty. Effective use of strategies such as the ITIL 4 Specialist Drive Stakeholder Value can guide businesses in aligning their practices to better meet customer expectations, increase value delivery, and drive overall stakeholder satisfaction. This focus not only boosts customer retention but also enhances business reputation and long-term success.
Managing service touchpoints involves coordinating and optimizing every point of interaction between a service provider and the customer. This includes the entire service lifecycle, from initial contact and onboarding to ongoing support and relationship management. The goal is to enhance customer experience and satisfaction, ensuring that each touchpoint meets or exceeds expectations. Effective management of these touchpoints is crucial in driving stakeholder value, as demonstrated in frameworks like ITIL 4, particularly the ITIL 4 Specialist Drive Stakeholder Value module, which focuses on aligning business goals with service interaction quality to foster beneficial outcomes for all parties involved.
The ITIL® 4 Specialist Drive Stakeholder Value course hones skills in managing customer experiences and stakeholder relationships.
Gain insights into mastering the customer journey to drive stakeholder value through understanding service relationships, designing tailored service experiences, and continually improving value realization.
