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ITIL 4 DSV | ITIL™ Specialist: Drive Stakeholder Value

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



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



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
  • 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


Descargue el temario para conocer el detalle completo de los contenidos


Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste

ITIL 4 DSV | ITIL™ Specialist: Drive Stakeholder Value

  • Duración 3 días
    Versión 4.0
    Temario                   Descarga aquí ⇩
    Fechas ITIL Consultar           
    Método de entrega 👤      💻      
    Certificación Incluye examen de certificación

    ITIL ™ is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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