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PT25607
Summary
The ITIL best practice provides proven guidance to support organizations on their digital transformation journey. ITIL 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services.
ITIL 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and also integrates concepts from other industry best practices such as Lean, Agile and DevOps.
The advanced-level ITIL 4 Managing Professional courses been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL 4 Managing Professional stream:
- ITIL 4 Specialist: Create, Deliver and Support
- ITIL 4 Specialist: Drive Stakeholder Value
- ITIL 4 Specialist: High Velocity IT
- ITIL 4 Strategist: Direct Plan and Improve
- Demand (input)
- Engage
- Value (output)
- Digital copy of the learner materials, study-aids and sample exam
- Digital copy of the official ITIL® 4 Specialist: Drive Stakeholder Value Improve core publication
- Certification exam voucher
Prerequisites
- The candidate must have passed the ITIL 4 Foundation examination
- Attendance in an accredited training course for this module and successful completion of the certificate exam
- Exam details:
- The ITIL 4 Specialist: Drive Stakeholder Value Improve publication, (though not mandatory), is highly recommended reading in support of this advanced training ISBN: 9780113316373
Duration
3 Days/Lecture & Lab
Audience
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
- Existing ITIL qualification holders wishing to develop their knowledge
Topics
- Understand how customer journeys are designed
- Know how to target markets and stakeholders
- Know how to foster stakeholder relationships
- Know how to shape demand and define service offerings
- Know how to align expectations and agree details of services
- Know how to onboard and offboard customers and users
- Know how to act together to ensure continual value co-creation (service consumption / provisioning)
- Know how to realize and validate service value