ITIL 4 Specialist- Drive Stakeholder value(DSV) Training and Certification
Course Introduction:
The ITIL 4 Specialist- Drive stakeholder value training course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. This ITIL 4 DSV certification focuses on the conversion of demand into value via IT enabled services. The ITIL 4 -Drive Stakeholder Value training and certification program provides practitioners with the tools and methods to increase stakeholder satisfaction, integral to business success in the current competitive environment.
Course duration:
3 Days
What will you learn from ITIL 4 Drive stakeholder value course?
The purpose of this course is to cover key topics like relationship management, designing customer experience and user experience, customer journeys, SLA design and more. We aim to go in depth of all modules in the course and prepare participants to appear for and gain the certification. In this program, the main learning outcomes include:
- Understand customer journeys
- Understand stakeholders and foster stakeholder relationships
- Develop knowledge of SLA design, communication, relationship management, CX and UX design and customer journey mapping
- Provide knowledge about tools that help to increase stakeholder satisfaction
Pre-requisites:
- ITIL V4 Foundation is must
Target Audience for ITIL 4 (DSV) Drive Stakeholder Value Certification:
This course is relevant for individuals engaged in service relationships, service provision, consumption. The target roles include but is not limited to:
- IT Service management Professionals
- Relationship managers
- Business analysts
- Service Level Managers or Directors
- Project or Program Managers
- Service Desk Managers/Directors
- IT Managers
Exam details for ITIL V4 Specialist – DSV Certification:
- Multiple choice examination questions
- 40 questions
- 28 marks required to pass (out of 40 available) – 70%
- 90 minutes duration
- Closed book
Content Covered:
Understand how customer journeys are designed:
- Learn the ways to design and improve customer journeys
Understand how to target markets and stakeholders:
- Learn the characteristics of markets
- Learn marketing activities and techniques
- Learn how to describe customer needs as well as internal and external factors that affect these
- Learn how to identify service providers and explain their value propositions
Understand how to foster stakeholder relationships:
- Learn how to analyze customer needs
- Learn about and how to use communication and collaboration activities and techniques
Understand how to align expectations and agree upon details of service:
- Learn how to plan for value creation
- Learn how to negotiate and agree service utility, warranty, and experience
Understand how to onboard and off-board customers and users:
- Learn different approaches to mutually elevate customer, user, and service provider capabilities
- Learn how to prepare onboarding and off-boarding plans
- Learn how to develop user engagement and delivery channels
Understand how to act together to ensure continual value co-creation (service consumption/provisioning):
- Learn how users can request services
- Learn the methods for encouraging and managing customer and user feedback
- Learn how to foster a service mindset (attitude, behavior, and culture)
Understand how to realize and validate service value:
- Learn methods for measuring service usage and customer and user experience and satisfaction
- Learn the different types of reporting of service outcome and performance