ITIL 4 Specialist: DSV | ITIL Specialist: Drive Stakeholder Value
 
COURSE OVERVIEW:
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.
 
WHAT YOU'LL LEARN:
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
 
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:
	
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...