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ITIL4-DSV - ITIL® Specialist Drive Stakeholder Value

Overview

This module provides 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 customer/user experience and journey mapping concepts. Take what was established as THE best practice guidance of IT Service Management – then make it better. ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The ITIL4 Specialist: Drive Stakeholder Value (DSV) course helps ITSM practitioners assimilate further into the emerging practices of ITIL4 – specifically in the areas of guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services. This interactive course is essential to the development of the modern-day technologist and ITSM practitioner and leader in modern IT organizations seeking innovation and delivering full value to the business. Successfully obtaining the ITIL 4 Drive Stakeholder Value qualification is one of the prerequisites for the designation of ITIL 4 Managing Professional which assesses the candidates practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows.
duration


Objectives

On completion of this course, the following learning outcomes will be achieved: Understand customer journeys

  • Target markets and foster stakeholder relationships
  • Shape demand and define service offerings
  • Align expectations and agree details of services
  • Onboard and off-board customers and users
  • Act together to ensure continual value co-creation
  • Realize and validate service value

Content

Understand how customer journeys are designed

  • Understand the concept
  • Designing the journey

Module 1: Explore

  • Understanding service consumers
  • Understanding service providers
  • Understanding markets
  • Target markets

Module 2: Engage

  • Communicating and collaborating
  • Understand service relationship
  • Building service relationship
  • Managing suppliers and partners

Module 3: Offer

  • Managing demands
  • Specifying customer requirements
  • Designing service offering
  • Selling and obtaining offerings

Module 4: Agree

  • Planning value co-creation
  • Negotiating and agreeing service

Module 5: Onboard

  • Planning onboarding
  • Fostering user relationships
  • Providing user channels
  • Enabling users for service
  • Elevating mutual capabilities
  • Off-boarding customers and users

Module 6: Co-create

  • Fostering a service mindset
  • On-going service interactions
  • Nurturing user committees

Module 7: Realize

  • Realizing service value
  • Tracking value realization
  • Assessing and reporting value
  • Evaluating value realization
  • Realizing value for the service provider

Included Practices:-

  • Relationship Management
  • Supplier Management
  • Business Analysis
  • Service Level Management
  • Service Catalogue management
  • Service Desk
  • Service Request Management
  • Portfolio Management

Audience

The target audience for this course and qualification are:

  • Individuals continuing their journey in service management
  • ITSM managers and aspiring ITSM managers
  • ITSM practitioners who are responsible for managing and integrating stakeholders
  • Existing ITIL qualification holders wishing to develop their knowledge

Prerequisites

Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.

Certification

product-certification

Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Drive Stakeholder Value certification.

The format of the examination is:

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes duration
  • Closed-book.

Course Benefits

product-benefits
  • Career growth
  • Broad Career opportunities
  • Worldwide recognition from leaders
  • Up-to Date technical skills
  • Popular Certification Badges


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