ITIL® 4 Specialist: Drive Stakeholder Value
The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.
The ITIL 4 Drive Stakeholder Value examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners.
Prerequisites
Candidates must have the minimum attainment of the ITIL 4 Foundation certification.
Includes
- 21 hours of Live Instructor Led Training
- Experienced & Certified Instructors.
- Practice Questions for Certification Preparation.
- Access to Digital Material
- Lifetime Access to Live sessions recording.
- 14 Contact hours / PDU’s
- Flexible Schedule
Learning Outcomes
- Understand how customer journeys are designed.
- Know how to target markets and stakeholders.
- Know how to foster stakeholder relationships.
- Know how to shape demand and define service offerings.
- Know how to align expectations and agree details of services.
- Know how to onboard and offboard customers and users.
- Know how to act together to ensure continual value co-creation (service consumption / provisioning)
- Know how to realize and validate service value
Target Audience
People proceeding with their journey in service management.
ITSM directors and trying ITSM supervisors
ITSM professionals who are liable for overseeing and incorporating partners, center around the client journey and experience, and additionally are answerable for encouraging associations with accomplices and providers
Curriculum
- Lesson 01 - Course Introduction
- Lesson 02 - The Customer Journey
- module purpose
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Module Topics
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
- Lesson 03 - Targeting Markets and Stakeholders
- module purpose
- Purpose of the Explore Step
- Module Topics
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
- Lesson 04 - Fostering Stakeholder Relationships
- module purpose
- Purpose of the Engage Step
- Aspects of Service Value
- Module Topics
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
- Lesson 05 - Shape Demand and Define Service Offerings
- module purpose
- Purpose of Shaping Demand and Service Offerings
- Module Topics
- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
- Lesson 06 - Align Expectations and Agree on Services
- module purpose
- Purpose of Aligning Expectations and Agreeing Services
- Module Topics
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
- Lesson 07 - Onboard and Offboard Customers and Users
- module purpose
- Purpose of Onboarding and Offboarding
- ITIL Management Practices
- Module Topics
- Planning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
- Lesson 08 - Continual Value Co-Creation
- module purpose
- Purpose of Service Provision and Consumption
- Module Topics
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
- Lesson 09 - Service Value Realization
- module purpose
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Module Topics
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
Reviews
An excellent training experience, the trainer was extremely patient with my queries and had a good training methodology.
Sunil Patel
The trainer was highly engaging and gave a comprehensive and practical insight into my queries. I strongly recommend this course.
Rahul Sharma