دورة ITIL 4 المتخصصة لرفع عوائد اصحاب المصالح (DSV)

السعر أونلاين: 1500 ريال سعودي

السعر حضور: 2500 ريال سعودي

مدة الدورة: 5 أيام

المدة بالساعات: 25 ساعة/ساعات

المدرب: معهد علوم الهندسة

Overview

  • The ITIL® Specialist: Drive Stakeholder Value (DSV) course is one of five courses required to achieve ITIL® 4’s Managing Professional (MP)
  • ITIL® 4 Specialist Drive Stakeholder Value course is designed to Learn the core concept behind DSV is to provide an understanding of how to convert demand into value through IT-enabled
  • This course is ideal for anyone who wants to gain a firm grasp of the various types of interactions between a service provider and their customers, users, suppliers, and partners.
  • Through a blend of hands-on labs and interactive lectures, you will be able to cover key topics like service level agreement design, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.

Focus Practice

The DSV course focuses on these key ITIL® 4 practices:

  • Relationship management
  • Portfolio management
  • Service request management
  • Supplier management
  • Business analysis
  • Service level management
  • Service catalog management
  • Service Desk

Learning Objectives

After completion of this course; you will learn the following:-

  • Understand how customer journeys are designed
  • Know how to target markets and stakeholders
  • Know how to foster stakeholder relationships
  • Know how to shape demand and define service offerings
  • Know how to align expectations and agree on details of services
  • Know how to onboard and offboard customers and users
  • Know how to act together to ensure continual value co-creation (service consumption/provisioning)
  • Know how to realize and validate service value

Target Audience

Job roles that can take up ITIL® v4 training include, but are not limited to:

  • Software Engineer/Developer
  • Systems Engineer
  • Service Delivery Manager
  • DevOps Manager/Specialist
  • Solution Architect
  • Infrastructure Engineer
  • IT Service Management Professional

The Main Topic of the Course

  • Module 1: Customer Journey
  • Module 2: Customer Journey Step 1: Explore
  • Module 3: Customer Journey Step 2: Engage
  • Module 4: Customer Journey Step 3: Offer 79
  • Module 5: Customer Journey Step 4: Agree
  • Module 6: Customer Journey Step 5: Onboard
  • Module 7: Customer Journey Step 6: Co-create
  • Module 8: Customer Journey Step 7: Realize

Course Prerequisites

  • ITIL® 4 Foundation Certificate
  • It is recommended that participants have at least 3 years of experience in working for an IT-based company, but not mandatory

Course Outlines and Training Plan

Course Outlines

  • REST APIs
  • Service Architecture & Availability
  • Introducing Exadata Cloud Service
  • Storage Configuration & Management Details
  • Migrating to Exadata Cloud Service
  • Simple Web-Based Provisioning & Management
  • Management ResponsibilitiesService
  • Configuration Options & Service Connection Options
  • Foundation recap
  • Customer journey
  • Designing the customer journey
  • Explore
  • Engage – Part one
  • Engage – Part two
  • Offer – Part one
  • Offer – Part two
  • Agree
  • Onboard
  • Onboarding practices
  • Co-create – Part one
  • Co-create – Part two
  • Realize
  • Realize – Practices

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