Na het volgen van deze zelfstudie kan je:
- Waardestromen voor diensten plannen en opbouwen om de waarde en efficiëntie van ICT-diensten te verbeteren.
- Organisatorische structuren, teamcapaciteiten en ontwikkeling binnen het Service Value System (SVS) optimaliseren voor een betere samenwerking en prestaties.
- Waardestromen ontwerpen, ontwikkelen en overdragen, evenals het uitvoeren van effectieve gebruikersondersteuning, werkprioritering en service-integratiebeheer.
Algemene omschrijving
This e-learning contains the course materials and a practice exam.
This course is part of the ITIL® 4 Managing Professional (MP) designation. It covers service level agreement design, multi-supplier management, relationship management, and customer experience design.
Doelgroep
- IT Service Managers
- Ensure IT services meet business needs and stakeholder expectations.
- Project Managers
- Lead IT projects, focusing on stakeholder engagement and value.
- Business Relationship Managers
- Strengthen IT-business alignment and satisfaction.
- Service Delivery Managers
- Ensure smooth IT service delivery and high customer satisfaction.
- IT Consultants
- Advise on optimizing IT service management.
- Customer Experience Managers
- Align IT services with customer needs for better user experiences.
- IT Operations Managers
- Oversee daily IT operations for efficient service delivery.
- Change Managers
- Manage IT service changes to minimize disruption and maximize value.
Leerdoelen
By completing this e-learning, you will gain the following knowledge and skills:
- Planning and building service value streams.
- Organisational structure, team capabilities, and culture across the SVS.
- Positive communications, resource management, and IT usage in SVS.
- Designing, developing, and transitioning value streams.
- User support, work prioritization, and service integration management.
Exam Information:
- Duration: 90 minutes.
- Format: Multiple-choice.
- Pass Mark: 70%.
Voorkennis
Prior to going through this e-learning, you must have obtained the ITIL® 4 Foundation certificate.
Onderwerpen
- Module 1: Introduction to ITIL® 4 Drive Stakeholder Value.
- Module 2: Customers Journey.
- Module 3: Explore Target Markets and Stakeholders.
- Module 4: Engage by Fostering Stakeholder Relationships.
- Module 5: Offer by Shaping Demand and Defining Service Offering.
- Module 6: Agree by Aligning Expectations and Agreeing Details of Service.
- Module 7: Onboarding and Offboarding Customers and Users.
- Module 8: Co-creation and Realising Service Value.
- Module 9: Practice Exam.
