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BT Hizmet Yönetimi Specialist: Drive Stakeholder Value Training

  • Training Duration:
  • 2 Days
  • Training Environment:
  • On-site at the Institution
  • In DVA Classrooms
  • Online
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About the Training

BT Hizmet Yönetimi Specialist: Drive Stakeholder Value training focuses on maximizing the value of IT services. This training thoroughly examines the value creation process of IT services within the BT Hizmet Yönetimi framework. Whether you are an IT manager, a business analyst, or a systems engineer, this training enables you to manage the processes from the design to the delivery of IT services, helping you acquire the necessary skills.

The Drive Stakeholder Value training teaches how to align IT services with strategic objectives and improve their quality and efficiency. This training also helps you understand and meet the expectations of your stakeholders. It focuses on how to enhance relationships and collaboration between processes. These skills encompass the functional, tactical, and strategic dimensions of IT service management and help maximize the value of IT services.

The Drive Stakeholder Value training teaches how to identify and evaluate opportunities in IT service management. It also covers how to improve communication and collaboration with stakeholders, as well as how to adopt and implement the concept of continuous improvement.

In conclusion, the BT Hizmet Yönetimi Specialist: Drive Stakeholder Value training provides in-depth knowledge of various strategies and techniques to maximize the value of IT services. With a comprehensive and detailed approach covering various aspects of IT service management processes, this training equips participants with the skills necessary to maximize the value of IT services. After completing this training, participants will have strong abilities in areas such as setting strategic objectives to maximize IT service value, enhancing service quality and efficiency, understanding and meeting stakeholder expectations, and improving relationships and collaboration between processes.

What Will You Learn?

In the BT Hizmet Yönetimi Specialist: Drive Stakeholder Value training, you will learn the following topics:
  • Maximizing stakeholder value within the BT Hizmet Yönetimi management system framework
  • The value creation processes of IT services from the perspective of stakeholders
  • Minimizing the costs and risks of IT services
  • Identifying and evaluating opportunities in IT service management
  • Enhancing communication and collaboration with stakeholders
  • Adopting and implementing the concept of continuous improvement
  • The strategic, functional, and tactical dimensions of IT service management
  • The latest developments and best practices in the discipline of IT service management
The training aims to enhance the capacity of IT service managers to maximize stakeholder value through theoretical knowledge and practical exercises.

Prerequisites

There may be certain prerequisites for participating in the BT Hizmet Yönetimi Specialist: Drive Stakeholder Value training, but each training organization and provider may define these requirements differently. Generally, you are expected to have completed the BT Hizmet Yönetimi Foundation training and possess a basic level of knowledge and experience in IT service management. Additionally, fluency in the language in which the training is provided may also be a prerequisite. It is recommended to obtain more detailed information on this matter from the training organization or provider.

Who Should Attend?

The BT Hizmet Yönetimi Specialist: Drive Stakeholder Value training is suitable for IT service managers, managers responsible for IT service management processes, and professionals aiming to improve the relationships between IT service management and stakeholders. The training is also beneficial for IT staff who aim to enhance efficiency and quality in IT service management and understand and meet stakeholder expectations. The BT Hizmet Yönetimi Specialist: Drive Stakeholder Valuetraining is ideal for anyone looking to specialize in IT service management and learn practical applications for maximizing stakeholder value.

Outline

Understand How Customer Journeys are Designed?
  • Understand the Concept of the Customer Journey
  • Understand the Ways of Designing and Improving Customer Journeys
Know How to Target Markets and Stakeholders
  • Understand The Characteristics of Markets
  • Understand Marketing Activities and Techniques
  • Know How to Describe Customer Needs and Internal and External Factors That Affect These
  • Know How to Identify Service Providers and Explain Their Value Propositions
Know How to Foster Stakeholder Relationships
  • Understand the Concepts of Mutual Readiness and Maturity
  • Understand The Different Supplier and Partner Relationship Types, and How These Are Managed
  • Know How to Develop Customer Relationships
  • Know How to Analyse Customer Needs
  • Know How to Use Communication and Collaboration Activities and Techniques
  • Know How the Relationship Management Practice can be Applied to Enable and Contribute to Fostering Relationships
  • Know How the Supplier Management Practice can be Applied to Enable and Contribute to Supplier and Partner Relationships Management
Know How to Shape Demand and Define Service Offerings
  • Understand Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven and User-Centred Service Design
  • Understand Approaches for Selling and Obtaining Service Offerings
  • Know How to Capture, Influence and Manage Demand and Opportunities?
  • Know How to Collect, Specify and Prioritise Requirements from a Diverse Range of Stakeholders?
  • Know How the Business Analysis Practice can be Applied to Enable and Contribute to Requirement Management and Service Design?
Know How to Align Expectations and Agree Details of Services
  • Know How to Plan for Value Co-Creation?
  • Know How to Negotiate and Agree Service Utility, Warranty and Experience?
  • Know How the Service Level Management Practice can be Applied to Enable and Contribute to Service Expectation Management?
Know How to Onboard and Off-Board Customers and Users
  • Understand Key Transition, On-Boarding and Off-Boarding Activities
  • Understand the Ways of Relating with Users and Fostering User Relationships
  • Understand How Users are Authorised and Entitled to Services?
  • Understand Different Approaches to Mutual Elevation of Customer, User and Service Provider Capabilities
  • Know How to Prepare On-Boarding and Off-Boarding Plans
  • Know How to Develop User Engagement and Delivery Channels?
  • Know How the Service Catalogue Management Practice can be Applied to Enable and Contribute to Offering User Services?
  • Know How the Service Desk Practice can be Applied to Enable and Contribute to User Engagement?
Know How to Act Together to Ensure Continual Value Co-Creation (Service Consumption / Provisioning)
  • Understand How Users Can Request Services?
  • Understand Methods for Triaging of User Requests
  • Understand the Concept of User Communities
  • Understand Methods for Encouraging and Managing Customer and User Feedback
  • Know How to Foster a Service Mindset (Attitude, Behaviour and Culture)
  • Know How to Use Different Approaches to Provision of User Services
  • Know How to Seize and Deal with Customer and User ‘Moments of Truth’
  • Know How the Service Request Management Practice Can Be Applied to Enable and Contribute to Service Usage
Know How to Realise and Validate Service Value
  • Understand Methods for Measuring Service Usage and Customer and User Experience and Satisfaction
  • Understand Methods to Track and Monitor Service Value (Outcome, Risk, Cost and Resources)
  • Understand Different Types of Reporting of Service Outcome and Performance
  • Understand Charging Mechanisms
  • Know How to Validate Service Value
  • Know How to Evaluate and Improve the Customer Journey
  • Know How the Portfolio Management Practice Can Be Applied to Enable and Contribute to Service Value Realisation
 

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