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ITIL® 4 Specialist Drive Stakeholder Value - DSV

Improve Interactions Between Service Provider And Customers


Purple Griffon Limited

Summary

Price
£1,554 inc VAT
Or £129.50/mo. for 12 months...
Study method
Online with live classes
Duration
3 days, Full-time
Certification
ITIL 4 Specialist Drive Stakeholder Value
Professional certification What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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Overview

Our 3-day ITIL 4 Specialist Drive Stakeholder Value (DSV) training course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on conversion of demand into value via IT enabled services.

The ITIL 4 Specialist Drive Stakeholder Value (DSV) training course covers explains key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

It will also provide you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

The ITIL 4 Specialist Drive Stakeholder Value (DSV) training course is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

If you would like a full understanding of the core materials, then attendance on our ITIL Managing Professional module training courses is mandatory.

Certification

ITIL 4 Specialist Drive Stakeholder Value

Description

The purpose of the ITIL 4 Specialist Drive Stakeholder Value (DSV) qualification is to provide you 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.

About the Course

The learning outcomes from the ITIL Specialist Drive Stakeholder Value (DSV) training course are below:

  • Understand how customer journeys are designed
  • Learn how to target markets and stakeholders
  • Understand how to foster stakeholder relationships
  • Learn how to shape demand and define service offerings
  • Understand how to align expectations and agree details of services
  • Learn how to onboard and off-board customers and users
  • Understand how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Learn how to realise and validate service value

Course Outline

The syllabus of the ITIL 4 Specialist Drive Stakeholder Value (DSV) certificate training course comprises of:

1. Understand how customer journeys are designed

1.1 Understand the concept of the customer journey

1.2 Understand the ways of designing and improving customer journeys

2. Know how to target markets and stakeholders

2.1 Understand the characteristics of markets

2.2 Understand marketing activities and techniques

2.3 Know how to describe customer needs and internal and external factors that affect these

2.4 Know how to identify service providers and explain their value propositions

3. Know how to foster stakeholder relationships

3.1 Understand the concepts of mutual readiness and maturity

3.2 Understand the different supplier and partner relationship types, and how these are managed

3.3 Know how to develop customer relationships

3.4 Know how to analyse customer needs

3.5 Know how to use communication and collaboration activities and techniques

3.6 Know how the Relationship management practice can be applied to enable and contribute to fostering relationships

3.7 Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management

4. Know how to shape demand and define service offerings

4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design

4.2 Understand approaches for selling and obtaining service offerings

4.3 Know how to capture, influence and manage demand and opportunities

4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders

4.5 Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design

5. Know how to align expectations and agree details of services

5.1 Know how to plan for value co-creation

5.2 Know how to negotiate and agree service utility, warranty and experience

5.3 Know how the Service Level management practice can be applied to enable and contribute to service expectation management

6. Know how to onboard and off-board customers and users

6.1 Understand key transition, on-boarding and off-boarding activities

6.2 Understand the ways of relating with users and fostering user relationships

6.3 Understand how users are authorised and entitled to services

6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities

6.5 Know how to prepare on-boarding and off-boarding plans

6.6 Know how to develop user engagement and delivery channels

6.7 Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services

6.8 Know how the Service Desk practice can be applied to enable and contribute to user engagement

7. Know how to act together to ensure continual value co-creation (service consumption / provisioning)

7.1 Understand how users can request services

7.2 Understand methods for triaging of user requests

7.3 Understand the concept of user communities

7.4 Understand methods for encouraging and managing customer and user feedback

7.5 Know how to foster a service mindset (attitude, behaviour and culture)

7.6 Know how to use different approaches to provision of user services

7.7 Know how to seize and deal with customer and user ‘moments of truth’

7.8 Know how the Service Request management practice can be applied to enable and contribute to service usage

8. Know how to realise and validate service value

8.1 Understand methods for measuring service usage and customer and user experience and satisfaction

8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources)

8.3 Understand different types of reporting of service outcome and performance

8.4 Understand charging mechanisms

8.5 Know how to validate service value

8.6 Know how to evaluate and improve the customer journey

8.7 Know how the Portfolio Management practice can be applied to enable and contribute to service value realisation

Who is this course for?

The ITIL Specialist Drive Stakeholder Value (DSV) course in London is suitable for:

  • Professionals continuing their journey In IT Service Management (ITSM).
  • ITSM Managers or 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
  • Existing ITIL qualification holders like Project Managers wishing to develop their knowledge

It is primarily aimed at ITIL Practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with both partners and suppliers.

Requirements

The ITIL 4 Foundation certificate is the prerequisite for the ITIL 4 Specialist Drive Stakeholder Value (DSV) training course.

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At reed.co.uk courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on reed.co.uk, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.