ITIL® 4 Specialist - Drive Stakeholder Value (DSV)

صمّم رحلات عملاء متميّزة مع ITIL 4. تستهدف الأسواق وأصحاب المصلحة، وتبني العلاقات، وتشكّل الطلب وعروض الخدمات، وتوائم التوقّعات، وتهيّئ المستخدمين الجدد، وتحقّق القيمة بالشراكة معهم.

3 أياممتوسط8 وحداتITIL® 4 Managing Professional

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نظرة عامة

المنهاج

المحتوى التقني أدناه معروضٌ باللغة الإنجليزية كما ورد في منهاج الدورة، حفاظاً على دقّة المصطلحات.

8 وحدات

Understand the concept of the customer journey
Understand the ways of designing and improving customer journeys

Understand the characteristics of markets
Understand marketing activities and techniques
Know how to describe customer needs and internal and external factors that affect these
Know how to identify service providers and explain their value propositions

Understand the concepts mutual readiness and maturity
Understand the different supplier and partner relationship types, and how these are managed
Know how to develop customer relationships
Know how to analyze customer needs
Know how to use communication and collaboration activities and techniques
Know how the “Relationship management” practice can be applied to enable and contribute to fostering relationships
Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management

Understand methods for designing digital service experiences based on value driven, data driven and user centered service design
Understand approaches for selling and obtaining service offerings
Know how to capture, influence and manage demand and opportunities
Know how to collect, specify and prioritize requirements from a diverse range of stakeholders
Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design

Know how to plan for value co-creation
Know how to negotiate and agree service utility, warranty and experience
Know how the “Service level management” practice can be applied to enable and contribute to service expectation management

Understand key transition, onboarding and offboarding activities
Understand the ways of relating with users and fostering user relationships
Understand how users are authorized and entitled to services
Understand different approaches to mutual elevation of customer, user and service provider capabilities
Know how to prepare onboarding and offboarding plans
Know how to develop user engagement and delivery channels
Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
Know how the “Service Desk” practice can be applied to enable and contribute to user engagement

Understand how users can request services
Understand methods for triaging of user requests
Understand the concept of user communities
Understand methods for encouraging and managing customer and user feedback
Know how to foster a service mindset (attitude, behavior and culture)
Know how to use different approaches to provision of user services
Know how to seize and deal with customer and user ‘moments of truth’
Know how the “Service request management” practice can be applied to enable and contribute to service usage

Understand methods for measuring service usage and customer and user experience and satisfaction
Understand charging mechanisms
Know how to assess service value realization
Know how to prepare to evaluate and improve the customer journey
Know how the “Portfolio management” practice can be applied to enable and contribute to service value realization

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مديرو العلاقات والخدمات الحاصلون على ITIL 4 Foundation.

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ITIL® 4 Foundation

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ITIL وإدارة الخدمات

ITIL® 4 Managing Professional

4 دورات

ITIL وإدارة الخدمات

5 أيام

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