ITIL 4 Managing Professional: Drive Stakeholder Value (DSV)

سرفصل های دوره

Prepare for the ITIL 4 Drive Stakeholder Value exam and master essential skills for IT mastery.

1 - Introduction

1 - Customer Journeys

2 - Visibility

3 - Value

4 - Products Services

5 - Section 1 Conclusion

2 - Customer Journey

6 - Stakeholder Aspirations

7 - Customer Journey Introduction

8 - The Disney Institution Compass

9 - Touchpoints Interactions

10 - Mapping the Customer Journey

11 - Personas

12 - Scenarios

13 - Customer Journey Maps

14 - Understanding the Customer Experience

15 - The Johari Window

16 - Designing the Customer Journey

17 - Design Thinking

18 - Leveraging Behavioural Psychology

19 - Design for Different Cultures

20 - Measuring and Improving the Customer Journey

21 - Customer Journey Section Closure

3 - Customer Journey Step 1 Explore

22 - Customer Journey Step 1 Explore Introduction

23 - Understanding Service Consumers And Their Needs

24 - External Factors

25 - Internal Factors

26 - SWOT Analysis

27 - Objectives Opportunities

28 - Risks Mitigations

29 - Understanding Service Providers and Their Offers

30 - Market Segmentation

31 - Identifying and Analysing Service Consumers

32 - Targeting Markets

4 - Customer Journey Step 2 Engage

33 - Customer Journey Step 2 Engage Introduction

34 - Communicating Collaborating

35 - Basic Relationships

36 - Cooperative Relationships

37 - Understanding Service Relationship Types

38 - Partnership Relationship

39 - Building Service Relationships

40 - Creating an Environment that Allows Relational Patterns to Emerge

41 - Sustaining an Environment that Allows Relational Patterns to Emerge

42 - Building Sustaining Trust Relationships

43 - Understanding Service Provider Capabilities

44 - Understanding Customer Needs

45 - Assessing Mutual Readiness

46 - Assessing Readiness for Collaboration

47 - Managing Partners Suppliers

48 - Diversity in Service relationships

49 - Section Closure

5 - Customer Journey Step 3 Offer

50 - Step 3 Offer Introduction

51 - Managing Demand Opportunities

52 - Optimizing Capacity

53 - Service Improvement Opportunities

54 - Building the Customer Business Case

55 - Specifying Managing Customer Requirements

56 - Building the Service Provider Business Case

57 - Managing Requirements

58 - Minimum Viable Product

59 - Designing Service Offerings User Experience

60 - Agile Product Service Development

61 - Service Blueprinting

62 - Designing for Onboarding

63 - Selling Obtaining Service Offerings

64 - Internal Sales

65 - External Sales

66 - Step 4 Offer Section Closure

6 - Customer Journey Step 4 Agree

67 - Customer Journey Step 4 Agree Introduction

68 - Inherent Assigned Characteristics of Services

69 - Negotiating Agreeing a Service

70 - Outcome Base Agreements

71 - From Service Consumer Needs to Agreement

72 - Components of an SLA

73 - Negotiating Agreeing Service Utility Warranty Experience

74 - Standardizing Automating Agreements

75 - Customer Journey Step 4 Agree Section Closure

7 - Step 5 Onboard

76 - Customer Journey Step 5 Onboard Introduction

77 - Planning Onboarding

78 - Onboarding Goals

79 - Onboarding Scope

80 - Onboarding Customers Users

81 - Onboarding Control

82 - Fostering Relationships

83 - Fostering Relationships with Individual Consumers

84 - Providing User Engagement Delivery Channels

85 - Enabling Users for Onboarding

86 - Enhancing Service Relationships for Value CoCreation

87 - Offboarding Customers Users

88 - Customer Offboarding

89 - User Offboarding

90 - Step 5 Onboard Section Closure

8 - Section 8 Quiz CoCreate

91 - Customer Journey Step 6 CoCreate Introduction

92 - Step 5 Onboard Section Closure

93 - Fostering a Service Mindset

94 - Service with Invisible Users In Service Consumption

95 - Ongoing Service Interactions

96 - Service Requests

97 - Enhancing Service Request Management

98 - Service Desk Interactions

99 - Navigating Service Interactions

100 - Customer User Feedback

101 - Leveraging User Communities SuperUsers in Service Management

102 - Step 6 CoCreate Section Closure

9 - Step 7 Realize

103 - Customer Journey Step 7 Realize Introduction

104 - Realizing Service Value in Different Settings

105 - Tracking Value Realization

106 - Tracking Service Usage

107 - Assessing Reporting Value Realization

108 - Evaluating Value realization Improving Customer Journey

109 - Continual Improvement

110 - Realizing Value for the Service Provider

111 - Charging Billing

112 - Step 7 Realize Section Closure

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تولید کننده: Udemy