Thu, Jan 28, 2021 12:00 –1:00pm (GMT)
Find out more about ITIL 4's Create, Deliver & Support (CDS) and Drive Stakeholder Value (DSV) modules, and how they could add value to your role.
For those working in service design, transition or operations, or if you're involved in the management of IT delivery and/or digital services, we'll be delving into the topics covered in CDS, including:
• The two models of value streams – for new services and for supporting existing services • The types of organisational structure • The techniques for managing service demand • The steps required for an organisation to become customer-oriented • The techniques and practices to manage the people, processes and technology for new and existing services
And for those who engage with stakeholders regularly and need to understand the customer journey, we'll be looking into DSV's key areas, including:
• The opportunity and demand for IT services, the engagement activities, and the definition of value from several stakeholder perspectives • The seven steps of the customer journey • Lines and bands of visibility • Key concepts such as touchpoints, scenarios, personas, customer experience (CX) design thinking
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Industry * Agriculture Automotive Channel/Reseller Construction & Engineering Consultancy & Professional Services Defence & Security Digital, Advertising & Media Education Energy, Utilities & Minerals Finance Housing Association Manufacturing Not for Profit Other Pharma & Healthcare Public Sector, Government & NHS Retail & FMCG Technology Telecoms Transport & Logistics Travel, Tourism & Leisure
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