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This 3-day instructor-led course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping and more. Participants will gain knowledge with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders; for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers or any other stakeholder. Note: the associated certification exam voucher is included with this course.

Target Audience
Includes, but is not limited to: Customer Experience (CX) Managers, Account Managers, Service Delivery Managers, Service Desk Managers, Service Level Managers, Enterprise Architects, Service and Solution Architects, Business Analysts, Product Owners, Marketing Managers, Project Managers, Portfolio Managers, Supplier relationship Managers, Vendor Managers, Contract Managers, User Evperience Designers and Consultants.

What You'll Learn
This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:

  • Value propositions
  • Fostering relationships
  • Keeping engagement channels open
  • Shaping demand
  • Designing service offerings
  • Aligning and agreeing expectations
  • Co-creating service experiences
  • Realizing value

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  • Course Number ITIL-DSV
  • Course Length 3 days
  • Course Fee $2,295.00
  • Delivery Format vILT (Instructor Led; Virtual LIVE Online; Remote Training)
  • Course Topic Business Analysis, Process and Requirements
  • Technology ITIL & COBIT

Register for course: ITIL-DSV

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