Master the principles of effective value co-creation, drive customer satisfaction, and foster strong organizational partnerships through the official ITIL 4 DSV framework.
Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.
Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
Foster positive stakeholder relationships through effective communication and collaboration.
* Any ITIL v3 certification or ITIL 4 Foundation or ITIL 4 Managing Professional Certificate
* Training through an Accredited Training Organization or ITIL Official eLearning
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