ITIL 4 Specialist:Drive Stakeholder Value 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.