Scrumic offers ITIL®4: Drive Stakeholder Value course which addresses all stakeholders who contributes to the creation of service value by:
- exploring value propositions
- fostering relationships
- keeping engagement channels open
- shaping demand
- designing service offerings
- aligning with and agreeing on expectations
- co-creating service experiences
- realising value
Learning Outcomes
Duration – 4 days
1) Customer journey design
- Concepts and design approaches
2) Target markets and stakeholders
- Characteristics of markets, internal/external factors
- Marketing activities, techniques
- Identify service providers, value propositions
3) Foster stakeholder relationships
- Customer needs, service relationship types, collaboration
- Mutual readiness and maturity
- Partners/Supplier relationships
4) Shape demand and define service offerings
- Design digital services experiences – data/user/value-driven approaches
- Approaches for selling and obtaining service offerings
- Capture, influence and manage demand and opportunities
- Collect, specify and prioritise requirements from stakeholders
5) Align expectations and agree details of services
- Plan for value co-creation
- Negotiate and agree service utility, warranty and experience
- Service expectation management
6) Onboard and Offboard customers/users
- Prepare onboarding and offboarding plans
- Onboarding and offboarding activities
- Relating with users and fostering user relationships
- User entitlement to services
- Mutual elevation of customer, user and service provider capabilities
- Develop user engagement and delivery channels
7) Ensure continual value co-creation
- User requests, user communities, feedback
- Service mindset, moment-of-truth
8) Realise and validate service value
- Measuring service usage, customer/user experience and satisfaction
- Track and monitor service value
- Reporting service outcome and performance
- Charging mechanisms, service validation approaches
- Evaluate and improve customer journey
9) Key ITIL practices contributing to the value creation
- Relationship Management
- Supplier Management
- Business Analysis
- Service Level Management
- Service Catalogue Management
- Service Desk
- Service Request Management
- Portfolio Management
