Opleiding: ITIL® 4 Specialist Drive Stakeholder Value Self-Study Package

Algemene omschrijving

This e-learning contains the course materials and a practice exam.

This course is part of the ITIL® 4 Managing Professional (MP) designation. It covers service level agreement design, multi-supplier management, relationship management, and customer experience design.

Doelgroep

• IT Service Managers
  • Ensure IT services meet business needs and stakeholder expectations.
• Project Managers
  • Lead IT projects, focusing on stakeholder engagement and value.
• Business Relationship Managers
  • Strengthen IT-business alignment and satisfaction.
• Service Delivery Managers
  • Ensure smooth IT service delivery and high customer satisfaction.
• IT Consultants
  • Advise on optimizing IT service management.
• Customer Experience Managers
  • Align IT services with customer needs for better user experiences.
• IT Operations Managers
  • Oversee daily IT operations for efficient service delivery.
• Change Managers
  • Manage IT service changes to minimize disruption and maximize value.

Leerdoelen

By completing this e-learning, you will gain the following knowledge and skills:

• Planning and building service value streams.
• Organisational structure, team capabilities, and culture across the SVS.
• Positive communications, resource management, and IT usage in SVS.
• Designing, developing, and transitioning value streams.
• User support, work prioritization, and service integration management.

Exam Information:

• Duration: 90 minutes.
• Format: Multiple-choice.
• Pass Mark: 70%.

Voorkennis

Prior to going through this e-learning, you must have obtained the ITIL® 4 Foundation certificate.

Onderwerpen

• Module 1: Introduction to ITIL® 4 Drive Stakeholder Value.
• Module 2: Customers Journey.
• Module 3: Explore Target Markets and Stakeholders.
• Module 4: Engage by Fostering Stakeholder Relationships.
• Module 5: Offer by Shaping Demand and Defining Service Offering.
• Module 6: Agree by Aligning Expectations and Agreeing Details of Service.
• Module 7: Onboarding and Offboarding Customers and Users.
• Module 8: Co-creation and Realising Service Value.
• Module 9: Practice Exam.