ITIL® 4 Specialist - Drive Stakeholder Value (DSV)
This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following: Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value
The target audience include, but is not limited to: Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants
- ITIL® 4 Foundation
- Concept of the customer journey
- Methods for designing and improving journeys
- Characteristics of markets
- Marketing activities and techniques
- Customer needs and influencing factors
- Identifying service providers and value propositions
- Mutual readiness and maturity concepts
- Supplier and partner relationship types and management
- Developing customer relationships and analyzing needs
- Communication and collaboration techniques
- Applying Relationship Management and Supplier Management practices
- Designing digital service experiences (value-driven, data-driven, user-centered)
- Approaches to selling and obtaining service offerings
- Capturing, influencing, and managing demand and opportunities
- Collecting, specifying, and prioritizing stakeholder requirements
- Applying Business Analysis practice to requirement management and service design
- Planning for value co-creation
- Negotiating and agreeing on service utility, warranty, and experience
- Applying Service Level Management practice to expectation management
- Transition, onboarding, and offboarding activities
- Fostering user relationships and authorization to services
- Approaches to mutual capability elevation
- Preparing onboarding and offboarding plans
- Developing user engagement and delivery channels
- Applying Service Catalogue Management and Service Desk practices
- User request handling and triaging
- User communities and feedback management
- Fostering a service mindset (attitude, behavior, culture)
- Approaches to service provision
- Managing customer and user “moments of truth”
- Applying Service Request Management practice
- Measuring service usage, experience, and satisfaction
- Charging mechanisms
- Assessing service value realization
- Evaluating and improving the customer journey
- Applying Portfolio Management practice