Course Information
What You Will Learn
Course Curriculum
Customer Journey, Target Markets, and Stakeholders. The concept of Customer Journey. Ways to design and improve the Customer Journey. Market characteristics. Marketing activities and techniques. Customer needs and how they are influenced by external and internal factors. Service Provider and Value Proposition.
Promoting relationships with stakeholders. Supplier and Partner relationships. Developing customer relationships. Analyzing customer needs. Activities and techniques for collaboration and communication. “Relationship Management” practice. “Supplier Management” practice.
Modeling demand and defining supply. Value-driven; data-driven and user-centered service design. Approaches for Service Offering. Capturing, influencing, and managing demand and opportunities. Gathering, analyzing, and prioritizing requirements from various stakeholders. “Business Analysis” practice
Exercises through official exam simulations.
Issuance of the voucher for the Certification Exam
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All You Need to Know
This course is aimed at IT professionals already certified ITIL® 4 Foundation, who wish to obtain the title of ITIL Managing Professional (MP).
You must have the ITIL® Foundation Certificate to take the exam.
Study materials in digital version:
– ITIL Training Manual containing all the concepts presented,
– Course notes,
– A glossary,
– Official exam simulations