ITIL 4 Specialist: DSV | 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.
 
What you'll learn:
The course will help students 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 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
 
Prerequisites:
Candidates must hold the ITIL™ 4 Foundation certificate.
ITIL™ 4 Foundation
 
Related certifications:
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.
 
Who should attend:
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
 
OUTLINE
Introduction 1
Overview
ITIL™ 4 Drive Stakeholder Value and Service Value Chain
Key Audience
ITIL™ 4 Specialist: Drive Stakeholder Value Course
Course Components
Exam Details
Module 1: Customer Journey
Touchpoints and Service Interactions
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey
Module 2: Customer Journey Step 1: Explore
Understanding Service Consumers
Understanding Service Providers
Understanding and Targeting Markets
Module 3: Customer Journey Step 2: Engage
Service Relationship Types
Building Service Relationships
Building and Sustaining Trust and Relationships
Analyzing Customer Needs
Managing Suppliers and Partners
Module 4: Customer Journey Step 3: Offer
Managing Demand and Opportunities
Specifying and MANAGING CUSTOMER REQUIREMENTS
Designing Service Offerings and User Experience
Selling and Obtaining Service Offerings
Module 5: Customer Journey Step 4: Agree
Agreeing and Planning Value Co-Creation
Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
Planning Onboarding
Fostering Relationships with Users
Providing User Engagement and Delivery Channels
Enabling Users for Service
Elevating Mutual Capabilities
Offboarding
Module 7: Customer Journey Step 6: Co-create
Service Mindset
Ongoing Service Interactions
Nurturing User Communities
Module 8: Customer Journey Step 7: Realize
Tracking Value Realization
Assessing and Reporting Value Realization
Evaluating Value Realization and Improving Customer Journeys
Realizing Value for the Service Provider
 
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