ITIL® 4 Specialist: Drive Stakeholder Value
Engagement is crucial to optimizing service value. This is because service value is always co-created by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. This course will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey.
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Category
IT Service Management
Certificate
ITIL® 4 Drive Stakeholder Value
Duration
3-days
Engagement is crucial to optimizing service value. This is because service value is always co-created by users, customers, sponsors, service providers, and any other parties involved in the service. To drive stakeholder value, all stakeholders must contribute to the co-creation of service value. This course will discuss the main steps of a customer journey, providing guidance on how to co-create the most valuable journey.
The ITIL 4 Drive Stakeholder Value (DSV) qualification is intended to provide 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.
What you will learn
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. The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows.
The purpose of the ITIL 4 Drive Stakeholder Value Qualification is to:
- 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 off board customers and users
Course approach
This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL 4. Students who have attended this course, and have done some self-study, are suitably prepared to take the associated ITIL 4 DSV test.
Who should attend?
The target audience for this qualification aimed at:
- individuals continuing their journey in service management
- ITSM managers & aspiring ITSM managers
- ITSM practitioners managing and integrating stakeholders, focus on the customer journey & experience, and those responsible for fostering relationships with partners and suppliers
- existing ITIL qualification holders wishing to develop their knowledge.
Course Delivery
Classroom or Virtual Classroom
What’s included
- Official Core Guidance eBook
- Official courseware from PeopleCert
- Exam voucher
- Free refresher course**
Prerequisites
For this course, you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.
About the Examination
- The exam is closed book with forty (40) multiple-choice questions.
- The passing score is 70% (28 out of 40 questions).
- The exam lasts 90 minutes.
- The exam can be taken online.
Exam Body
PeopleCert
** Terms & conditions applied.
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Concepts Covered
Customer Journey
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Mapping the Customer Journey
- Designing the Customer Journey
- Measuring and Improving the Customer Journey
Customer Journey - Step 1. Explore
- Purpose of the Explore Step
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Customer Journey - Step 2. Engage
- Purpose of the Engage Step
- Aspects of Service Value
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
Customer Journey - Step 3. Offer
- Purpose of Shaping Demand and Service Offerings
- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
Customer Journey - Step 4. Agree
- Purpose of Aligning Expectations and Agreeing Services
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Customer Journey - Step 5. Onboard
- Purpose of Onboarding and Offboarding
- ITIL Management Practices
- Planning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Customer Journey - Step 6. Co-create
- Purpose of Service Provision and Consumption
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communities
Customer Journey - Step 7. Realize
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
Training Schedules
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