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ITIL® 4 Specialist Drive Stakeholder Value (DSV) Training Course

Learn How To Build Trusted Stakeholder Relationships

Introduction

Our three-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.

Purple Griffon has created a series of free one-hour overviews for each ITIL® 4 training course, which explains what the training course covers and provides insight into the format and content.

If you are already certified in ITIL® V3 but haven't transitioned yet, our videos may give you extra motivation to update to the new certification level.

ITIL® 4 Foundation Webinar
ITIL® 4 Managing Professional Transition Module Webinar
ITIL® 4 Specialist: Create, Deliver & Support Webinar
ITIL® 4 Specialist: Drive Stakeholder Value Webinar
ITIL® 4 Strategist: Direct, Plan & Improve Webinar
ITIL® 4 Specialist: High Velocity IT Webinar
ITIL® 4 Leader: Digital & IT Strategy Webinar

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

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

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® 4 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

Practices Covered In ITIL® 4 Specialist Drive Stakeholder Value (DSV):

Business Analysis, Portfolio Management, Relationship Management, Service Catalogue Management, Service Desk, Service Level Management, Service Request Management, Supplier Management.

Who Should Attend

Our ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course 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.

Materials Provided

Purple Griffon will provide you with full ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course materials including:

• Pre-reading
• A Full Course Manual
• The Official TSO ITIL® 4 Handbook
• DSV Glossary
• Mock-Examination
• Exercises

Organisational Benefits

The organisational benefits of this ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course include:

• More knowledgeable staff
• Higher levels of customer satisfaction and retention
• Improved efficiencies
• Staff retention

Individual Benefits

The personal benefits of this ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course include:

• Increased understanding of your users, customers and other stakeholders
• Greater job satisfaction

Prerequisites

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

Prereading

There is no pre-reading prior to attending the ITIL® 4 Specialist Drive Stakeholder Value (DSV) training course, however, revision of your ITIL® 4 Foundation level materials would be useful to reinforce your existing level of knowledge of ITIL® 4.

Exam Overview

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) examination will comprise of:

Duration: 90 minutes, closed book
Number Of Questions: 40
Marks: Each question is worth 1 mark. There are 40 marks available. There is no negative marking.
Pass Mark: is 70% or higher – 28/40 marks or above

The ITIL® 4 Specialist Drive Stakeholder Value (DSV) exam is normally held on the final day of the training course and is organised by the AXELOS Examination Institute partner, PeopleCert

Exam Type

Classroom Exam

Professional Development Units - PDUs

There are no professional qualification credits attached to the ITIL® 4 Specialist Drive Stakeholder Value (DSV) Certificate.

Qualifications

ITIL® 4 Specialist Drive Stakeholder Value (DSV) Certification

Conclusion

Congratulations! If you pass the exam, then you will be awarded the ITIL® 4 Specialist Drive Stakeholder Value (DSV) certification. Your next steps should be the other ITIL® 4 Managing Professional training courses.

ITIL® 4 Specialist Drive Stakeholder Value (DSV) Course Dates

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