دورة ITIL 4 المتخصصة لرفع عوائد اصحاب المصالح DSV

الوصف

دورة ITIL 4 المتخصصة لرفع عوائد اصحاب المصالح DSV

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