ITIL 4 Specialist: DSV | ITIL Specialist: Drive Stakeholder Value

ITIL 4 Specialist: DSV | ITIL Specialist: Drive Stakeholder Value



This course provides those IT leaders, practitioners and support staff who already hold the ITIL 4 foundation qualification 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 course is based on the ITIL 4 best practice service value system featured in the latest 2019 guidelines.



The course will help students to understand: -

  • 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



Candidates must hold the ITIL 4 Foundation certificate.

  • ITIL® 4 Foundation



This course prepares delegates for the ITIL 4 Specialist: Drive Stakeholder Value examination and is one of the four modules that lead to the award of ITIL 4 Managing Professional status.



  • 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



  • 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 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 following practices can be applied to enable and contribute to fostering relationships...

ITIL 4 Specialist: DSV | ITIL Specialist: Drive Stakeholder Value

SKU: ITIL 4 Specialist: DSV
  • Duración 3 días
    Versión 4.0
    Temario                   Descarga aquí ⇩
    Fechas ITIL Consultar           
    Método de entrega 👤      💻      


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