Hotline

0963 801 047
APEX Global Education
ACADEMY FOR PROFESSIONAL EXCELLENCE

Learning Objective
  • Understand how customer journeys are designed:
    • Learn the ways to design and improve customer journeys
  • Understand how to target markets and stakeholders:
    • Learn the characteristics of markets
    • Learn marketing activities and techniques
    • Learn how to describe customer needs as well as internal and external factors that affect these
    • Learn how to identify service providers and explain their value propositions
  • Understand how to foster stakeholder relationships:
    • Learn how to analyze customer needs
    • Learn about and how to use communication and collaboration activities and techniques
  • Understand how to align expectations and agree upon details of service:
    • Learn how to plan for value creation
    • Learn how to negotiate and agree service utility, warranty, and experience
  • Understand how to onboard and off-board customers and users:
    • Learn different approaches to mutually elevate customer, user, and service provider capabilities
    • Learn how to prepare onboarding and off-boarding plans
    • Learn how to develop user engagement and delivery channels
  • Understand how to act together to ensure continual value co-creation (service consumption/provisioning):
    • Learn how users can request services
    • Learn the methods for encouraging and managing customer and user feedback
    • Learn how to foster a service mindset (attitude, behavior, and culture)
  • Understand how to realize and validate service value:
    • Learn methods for measuring service usage and customer and user experience and satisfaction
    • Learn the different types of reporting of service outcome and performance
Training Contents

The trainning course content will be updated in the end of quarter 1, 2019 after Axelos completed reviewed.

Target Participant
  • All IT Professionals
  • Software Engineer/Developer/ Systems Engineer
  • Service Delivery Manager
  • DevOps Manager/Specialist
  • Solution Architect, Enterprise Archirect, IT Architect, System Architect
  • Infrastructure Engineer
  • Release and Deployment Manager
  • IS/IT Manager
  • IT Service Manager
  • Change Manager, Delivery Manager, MIS Manager
  • IT Project Manager
  • Business Process Analyst, Business Analyst
  • Service Desk Manager, IT Operation Manager
  • IT Director, Head of IT
  • ITSM Consultants
  • CIO/CTO
  • IT Staffs, IT Supervisor, Service Desk, IT Engineers, Application Developer, DevOps, IT Auditor, and other IT-related positions
  • Anyone seeking ITIL Specialist – Drive Stakeholder Value Certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
Key Highlights

Class training methods Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187 Email: info@apexglobal.com.vn Please click below link to view our public training schedule

  e-brochure-downloadBrochure EN

  Brochure VN

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International