ITIL 4 Specialist:Drive Stakeholder Value course
About This Course
Gain the skills you need to enhance stakeholder relationships and optimise the user experience through effective value co-creation.
What will you learn?
* Understanding Stakeholder Needs And Expectations
Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.
* Customer Experience Management
Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
* Service Relationships
Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
* Value Co-creation
Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
* Service Level Management
Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
* Service Metrics And KPIs
Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
* Customer Journey Mapping
Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
* Service Improvement
Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
* Communication And Collaboration
Foster positive stakeholder relationships through effective communication and collaboration.
