This course teaches the steps to create value for services through collaborative design. This is done in meaningful details for the benefit of both parties: customer and service provider.

Main Topics

The purpose of this course is to optimize the value of the trip for all participants; for example, how to turn an opportunity or requirement into value and how to promote stakeholder value.

Engagement is important in optimizing service values because service value is created jointly by involving users, customers, sponsors, service providers and other stakeholders.

To promote stakeholder value, each stakeholder plays its part in creating service value by examining the following:

• Value proposition
• Promotion of relations
• Keeping contact channels open
• Structuring of requirements
• Development of service offers
• Matching and reconciling expectations
• Joint design of the service experience
• Realize value

Goals

• Understand how a “Customer Journey” is developed
• Know how to address markets and stakeholders
• Know how to cultivate stakeholder relations
• Knowledge of how to shape demand and define service offerings
• Know how to match expectations and discuss details of services
• Know how to organize entries and exits of customers and users
• Know how to work together to continuously generate value (service consumption/delivery)
• Know how to realize and validate service value

Requirements

ITIL® 4 Foundation certificate

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited

Target Audience

• People who want to continue their Service Management journey
• ITSM manager and future ITSM manager
  
• IT manager and practitioners working in digital services, in digital transformation projects or in an environment that is already moving or preparing at high speed.
  
• Existing ITIL qualified people who want to develop their knowledge
  
• Project and Program Manager

Certificate

The ITIL® 4 Drive Stakeholder Value Certificate is awarded by Peoplecert and Axelos.

This is one of the 4 certificates required to achieve the Managing Professional certificate.

Exam language Englisch / German

The Voucher for the exam is included in the course price.

Teaching Materials

Teaching material in English / German includes:

• Student Workbook
• Mock exam
• Training slides
• Relevant practices
• Additional information
• Ebook (included in exam voucher)

Execution

• Class with max. 15 participants
• Can be carried out with the following simulations:
  
  • MarsLander
  • Agile Service Management Practical Workshop
  • Value Stream Mapping