ITIL 4 Specialist DSV (Drive Stakeholder Value)

ITIL 4 Specialist DSV (Drive Stakeholder Value)

Eğitim Hakkında

Sertifika:
Eğitimlerimize %80 oranında katılım gösterilmesi ve eğitim müfredatına göre uygulanacak sınav/projelerin başarıyla tamamlanması durumunda, eğitimin sonunda dijital ve QR kod destekli “BT Akademi Başarı Sertifikası” verilmektedir.

Ön Koşul

Bu Eğitimin Herhangi Bir Ön Koşulu Yoktur

Eğitim İçeriği

Understand The Concept Of The Customer Journey

.

Understand The Ways Of Designing And İmproving Customer Journeys

.

Understand The Characteristics Of Markets

.

Understand Marketing Activities And Techniques

.

Know How To Describe Customer Needs And İnternal And External Factors That Affect These

.

Know How To İdentify 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 Analyse Customer Needs

.

Know How To Use Communication And Collaboration Activities And Techniques

.

Know How The Following Practices Can Be Applied To Enable And Contribute To Fostering Relationships:

o Relationship Management
o Supplier Management

? Understand Methods For Designing Digital Service Experiences Based On Value Driven, Data Driven And User Centred Service Design

.

Understand Approaches For Selling And Obtaining Service Offerings

.

Know How To Capture, İnfluence And Manage Demand And Opportunities

.

Know How To Collect, Specify And Prioritise 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, Behaviour 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

.

Know How To Realise And Validate Service Value

.

Understand Methods For Measuring Service Usage And Customer And User Experience And Satisfaction

.

Understand Methods To Track And Monitor Service Value (Outcome, Risk, Cost And Resources)

.

Understand Different Types Of Reporting Of Service Outcome And Performance

.

Understand Charging Mechanisms

.

Know How To Assess Service Value Realization

.

Know How To Prepare To Evaluate And İmprove The Customer Journey

.

Know How The Portfolio Management Practice Can Be Applied To Enable And Contribute To Service Value Realisation

.

Kazanımlar

.

Hemen Başvur

Süre

12 Saat (2 Gün)

Başarı Sertifikası

Var

Ön Koşul

Kontrol Ediniz

İlgili Kurslar

Angular Architecture Workshop

Angular Architecture Workshop

18 Saat (3 Gün)

İleri Veri Modelleme (Advanced Data Modeling) Eğitimi

İleri Veri Modelleme (Advanced Data Modeling) Eğitimi

12 Saat (2 Gün)

System Center Configuration Manager Eğitimi

System Center Configuration Manager Eğitimi

30 Saat (5 Gün)

Oracle NoSQL Database

Oracle NoSQL Database

24 Saat (4 Gün)