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ITIL® 4 Specialist: Drive Stakeholder Value (DSV)
Duration
3
Course
LP-ITIL-115-MG
Available Formats
Classroom Training, Online Training
The ITIL course on this page are offered by Pumpedu ATO/Affiliate of AXELOS Limited. ITIL is a registered trade mark of AXELOS Limited. All rights reserved.
Course Description
Overview
This course makes up one of the modules which go together to form the ITIL 4 Managing Professional stream. The 2 days of training covers all types of engagement and interaction which occurs between a service provider and their customers, users, suppliers and partners. The ITIL 4 Specialist: Drive Stakeholder Value exam is included.Key topics covered include SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more, all with the goal of increasing stakeholder satisfaction.
ITIL 4 Specialist Drive Stakeholder Value is targeted towards ITSM practitioners responsible for managing and integrating stakeholders, especially those focusing on customer journey and experience, and fostering relationships with partners and suppliers.
ITIL 4 Foundation certification is a prerequisite to attend.
What's Included?
- Delegate pack consisting of course notes and exercises
- Experienced Instructor
- ITIL 4 Specialist: Drive Stakeholder Value Exam
- Refreshments
Objectives
Audience
The course is designed for practitioners involved in managing and integrating stakeholders.
Prerequisites
-
To attend, you must hold ITIL 4 Foundation certification.
Topics
The syllabus of the ITIL 4 Specialist Drive Stakeholder Value (DSV) certificate training courseware consists of:
Understand How Customer Journeys are Designed?
- Understand the Concept of the Customer Journey
- Understand the Ways of Designing and Improving Customer Journeys
- 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
- 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
- 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 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?
- 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?
- 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
- 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
Related Courses
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ITIL® 4 Leader: Digital And IT Strategy (DITS)
LP-ITIL-105-MG- Duration: 3
- Delivery Format: Classroom Training, Online Training
- Price: 2,180.00 EUR
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ITIL® 4 Strategist: Direct, Plan & Improve (DPI)
LP-ITIL-21370-MG- Duration: 3 Days
- Delivery Format: Classroom Training, Online Training
- Price: 2,180.00 EUR
Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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