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This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value.

Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder.

This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:

Value propositions
Fostering relationships
Keeping engagement channels open
Shaping demand
Designing service offerings
Aligning and agreeing expectations
Co-creating service experiences
Realizing value

Course Info

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