Course Outline
ITIL®4 Specialist Drive Stakeholder Value
Duration
18 Hours
Language
English
Summary
This new ITIL 4 Managing Professional (MP) Drive Stakeholder Value (DSV) course 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. This course also provides practical and technical knowledge about how to run successful, modern IT-enabled services, teams and workflows.
Target Audience
- Individuals continuing their journey in service management
- ITSM Managers and aspiring ITSM Managers
- ITSM practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
- Existing ITIL qualification holders wishing to develop their knowledge
Prerequisites
ITIL 4 Foundation
Skills Gained
At the end of this course, attendees will have an understanding of the following:
- 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 onboard customers and users
- Know how to act together to ensure continual value co-creation (service consumption / provisioning)
- Know how to realise and validate service value
Certificate and Exam
ITIL® 4 Specialist – Drive Stakeholder Value (DSV) Certification
Topics Covered
- Course Overview
- How customer journeys are designed
- Foster stakeholder relationships
- Shape demand and define service offerings
- Onboard and offboard customers and users
- Act together to ensure continual value cocreation (service consumption / provisioning)
- Realise and validate service value