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. The core concept behind DSV is to provide an understanding of how to convert demand into value through IT-enabled services.
The course covers 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.
To follow this course you need to have passed ITIL V4 Foundation.
The ITIL® Foundation course is provided by ITSM Center d.o.o, an ATO of PeopleCert
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
This course is aimed at IT service management practitioners who are seeking to obtain the ITIL Managing Professional (MP) designation, and/or responsible for the operation of IT-enabled and digital services and for end-to-end support and delivery.
Roles include:
- Customer/User Experience (UX) Managers/Designers
- Account Managers
- Service Delivery Managers
- Service Level Managers, Enterprise/Service and Solution Architects
- Business Analysts
- Project Managers
- Portfolio Managers
- Supplier Relationship Managers
- Vendor Managers
- Contract Managers
Learn the ways to design and improve customer journeys
- Learn the characteristics of markets
- Learn marketing activities and techniques
- Learn how to describe customer needs as well as internal and external factors that affect these
- Learn how to identify service providers and explain their value propositions
- Learn how to analyze customer needs
- Learn about and how to use communication and collaboration activities and techniques
- Learn how to plan for value creation
- Learn how to negotiate and agree service utility, warranty, and experience
- Learn different approaches to mutually elevate customer, user, and service provider capabilities
- Learn how to prepare onboarding and off-boarding plans
- Learn how to develop user engagement and delivery channels
- Learn how users can request services
- Learn the methods for encouraging and managing customer and user feedback
- Learn how to foster a service mindset (attitude, behavior, and culture)
- Learn methods for measuring service usage and customer and user experience and satisfaction
- Learn the different types of reporting of service outcome and performance
PeopleCert certifications are promoted on behalf of ITSM CENTER d.o.o.
The price includes an official exam that is taken on the last day of the training.
Payment with credit cards