This ITIL4-DSV: ITIL 4 Specialist Drive Stakeholder Value certification module provides the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key customer/user experience and journey mapping concepts.

Understanding Stakeholder Needs And Expectations: Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.

• Customer Experience Management: Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
• Service Relationships: Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
• Value Co-creation: Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
• Service Level Management: Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
• Service Metrics And KPIs: Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
• Customer Journey Mapping: Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
• Service Improvement: Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
• Communication And Collaboration: Foster positive stakeholder relationships through effective communication and collaboration.

Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL 4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The ITIL4 Strategist: Direct, Plan and Improve (DPI) course helps ITSM practitioners acquire further insight into ITIL 4 – specifically in the areas that contribute to creating and sustaining an IT organization steeped in the growth mindset.

The ITIL4-DPI: ITIL 4 Strategist Direct Plan and Improve certification course covers both practical and strategic elements related to improvement. Lean and Agile methodologies and techniques, a feature of ITIL 4, is embedded into directing, planning and improving services in support of business objectives. This interactive course is indispensable to the development of the modern day technologist and ITSM practitioner and leader in modern IT organizations seeking to innovate and improve IT services delivered to the business.

Gain the skills to drive sustainable digital practices, reduce environmental impact, and align IT services with ESG goals through the ITIL 4 sustainability lens.

As the environment in which we operate continue to evolve and present new challenges, organizations are considering the social and environmental impacts of their operations. With the IT space projected to be responsible for up to 20% of global energy consumption by 2030*, business leaders and professionals are proactively looking for ways to tackle this challenge.

As part of the ITIL 4 Specialist extension module, a stream of the globally recognized and adopted ITIL 4 framework, this course has been developed to support IT professionals who are looking to understand the role IT and digitally enabled services have in relation to the environment, whilst exploring opportunities to positively impact it by driving sustainable and ethical behaviour and mindset.

The ITIL4-SDIT: Sustainability in Digital and IT course covers key sustainability competencies and capabilities that IT service organizations need to develop to address current and future sustainability challenges. It also involves providing a framework to support organizations during procurement and supply chain activities helping with interactions across the value chain to evolve sustainability practices.

Certify your expertise in managing IT services, making you the preferred choice for roles in IT service management and support.

This 3-day course compiles for the candidates the understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely, the ITIL 4 Incident Management Practice, the ITIL 4 Service Desk Practice, the ITIL 4 Service Request Management Practice, the ITIL 4 Monitoring and Event Management Practice, and the ITIL 4 Problem Management Practice.

It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices.

The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. This ITIL 4 certification is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications.