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Machine Learning Engineer
The module covers all types of engagement and interaction between a service provider and its customers, suppliers and partners. It examines the individual steps that organizations can take to drive stakeholder value, including (but not limited to) cultivating relationships, understanding markets and stakeholders , and capturing and realizing value. The module also looks at transforming demand into value through IT-enabled services and provides participants with the necessary tools to increase stakeholder satisfaction and gain a competitive edge. It can be used and adapted in all types of organizations and helps to achieve an effective service relationship at an appropriate level.
Customer Journey
- Concepts
- Options for design and improvement
Markets and stakeholders
- Properties of markets
- Marketing activities and techniques
- Customer needs
- Internal and external factors
- Service provider and value proposition
Stakeholder relationships
- Terms "mutual readiness" and "maturity"
- Different types of supplier and partner relationships
- Developing relationships with customers
- Analyzing the needs of customers
- Communication and collaboration activities and techniques
- Relationship Management Practice
- Supplier Management
Service offers
- Methods for designing digital service experiences based on value- and data-driven as well as user-centered service design
- Approaches for selling and receiving services
- Recording, influencing and controlling demand and opportunities
- Requirements from different stakeholders
Expectations and agreement of services
- Planning joint value creation
- Negotiating and agreeing the Service Utility & Warranty and the Service Experience
On-boarding and off-boarding of customers and users
- Most important transition, on-boarding and off-boarding activities
- Building and fostering relationships
- Authorize users and check service authorizations
- Different approaches to increasing the mutual capabilities of customers, users and service providers
- Prepare on- and off-boarding plans
- Developing plans for the integration of users and delivery channels
- Service Catalog Management Practice
- Service Desk Practice
Continuous value creation (service consumption - provision)
- Requesting user services
- Methods for triaging requests from users (user requests)
- Understanding the concept of "user communities"
- Methods for promoting and organizing feedback from customers and users
- Service mentality (attitude, behavior and culture)
- Using different approaches to provide user services
- Service Request Management Practice
Realization and validation of the service value
- Methods for measuring service utilization, customer and user experience and customer satisfaction
- Methods for tracking and monitoring service value (results, risks, costs and resources)
- Various methods of reporting on the results and performance of services
- Recalculation models (charging policies)
- Assessing the realization of service values
- Preparation of the evaluation and improvement of customer journeys
The course content/learning objectives are based on the official syllabus of Axelos Limited.
The "ITIL® 4 Foundation Certificate" is a prerequisite for this course. The "ITIL® Foundation 2011" certificate is not sufficient. If you are not yet in possession of this certificate, attend the following course: ITIL® 4 Foundation compact course.
- Developing a "customer journey"
- Targeted addressing of markets and stakeholders
- Successful cultivation of stakeholder relationships
- Shaping demand and defining the service offering
- Agreement of services through synchronization
- Organization of entries and exits of customers and users
- Ensuring continuous value creation (service consumption - service provision)
- Realization and validation of service values
You can book the exam in German or English. The course materials are in English and the official literature is available in either English or German. We generally recommend taking the exam in the language of the official literature. When registering for the exam, you can select the exam language and the language of the eBook yourself.
You will receive a voucher for an online exam by email from PeopleCert a few days before the course starts. The exam voucher must be redeemed directly with PeopleCert, where you can register for an available exam date. The online exam will be proctored by a PeopleCert invigilator, which requires a device with a microphone and camera. For more information about the exam, take a look at the PeopleCert website: https://www.peoplecert.org/ways-to-get-certified/web-based-exam-driver-guidelines
The "ITIL® 4 Drive Stakeholder Value" certification is one of the requirements for becoming an ITIL® 4 Managing Professional.
The course requires an additional time commitment outside of class of at least 20 hours.
The course consists of three days of interactive training consisting of presentations and group exercises. Please reserve the evenings during the course for revision and/or small homework assignments. The preparation and completion of the homework contribute significantly to exam success.
This module is aimed at people and organizations that are involved in service relationships and actively shape the customer journey. Anyone who manages and realigns collaboration and coordination with suppliers and partners . Employees who design, plan, review and optimize products and services or are responsible for the transfer, release and validation of new products and services. The target audience includes, but is not limited to:
- Service Delivery Manager:inside
- Service Desk Manager:inside
- Service Level Manager:inside
- Service & Solution Architects
- Business Analysts
- Enterprise Architects
- Product Owner & Digital Product Manager:inside
- Project & Portfolio Manager
- Supplier - Relationship Manager
- Customer experience (CX) Manager:inside - designers
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