Đào tạo ITIL 4 Specialist – Drive Stakeholder Value

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

Module 1: Introduction to drive stakeholder value

The concept of the customer journey
Touchpoints and service interactions
Benefits of understanding customer journeys
Designing and improving customer journeys

Module 2: The markets and stakeholders targeting

Characteristics of markets
Marketing activities and techniques
Customer needs definition
Internal and external factors
Service value propositions

Module 3: Fostering stakeholder relationships

Concepts of mutual readiness and maturity
Managing the different supplier and partner relationship types
Customer relationships development
Customer needs analyzing
Communication and collaboration activities and techniques
Relationship management practice
Supplier management practice

Module 4: Defining and offering service

Designing digital service experiences based on value-driven, data-driven and user-centred service design
Selling and obtaining service offerings
Capturing, influencing and managing demand and opportunities
Collecting, specifing and prioritizing requirements from the diffirent stakeholders
Business analysis practice

Module 5: Service Agreement

Value co-creation planning
Service utility, warranty and experience agreement
Service utility, warranty and experience
Service level management practice

Module 6: Onboarding and offboarding customers and users

The key transition, onboarding and offboarding activities
Relating and fostering user relationships
Authorized and entitled the service to users
Using provider capabilities to mutual elevation of customer, user
Preparing onboarding and offboarding plans
Developing user engagement and delivery channels
Service catalogue management practice
Service desk practice
Users involves request services

Module 7: Ensuring continual value co-creation

Using triaging method for user requests
The concept of user communities
Encouraging and managing customer and BL2 user feedback
Fostering a service mindset (attitude, behaviour and culture)
Provisioning of user services
Customer and user ‘moments of truth’
Service request management practice

Module 8: Service value realization and validation

Measuring service usage and customer and user experience and satisfaction
Tracking and monitoring service value (outcome, risk, cost and resources)
Service outcome and performance reporting
Charging mechanisms
Evaluating and improving the customer journey
Portfolio management practice

Notes: Apex Global is Accredited ITIL Training Provider in Vietnam. We have been trained successfully 17 ITIL Experts in year 2018, 2019.

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.

Class training methods Values

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