ITIL 4 Specialist: Drive Stakeholder Value
ITIL® 4 Specialist: Drive Stakeholder Value course provides guidance on establishing, maintaining, and developing effective service relationships. This ITIL 4 DSV course leads organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.
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.
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Course Outline
- Introduction
- Service Relationship
- Customer Journey
- Concept of the customer journey
- Designing and improving customer journeys
- Targeting Markets
- Understanding markets
- Understanding service providers and their offers
- Understanding service consumers and their needs
- Managing Suppliers and partners
- Building service relationship
- Understanding service relationships types
- Communicating and collaboration
- Selling and obtaining service offerings
- Designing service offerings and user experiences
- Specifying and managing customer requirements
- Managing demand and opportunities
- Negotiating and agreeing service
- Agreeing and planning value co-creation
- Offboarding customers and users
- Elevating mutual capabilities
- Enbaling users for service
- Providing user engagement and delivery channels
- Relating with users and fostering relationships
- Planning onboarding
- Nurturing user communities
- Ongoing service interactions
- Fostering a service mindset
- Realizing value for the service provider
- Evaluating value realization and improving customer journey
- Assessing and reporting value realization
- Tracking value realization
- Realizing value in different settings
- Relationship Management Practice
- Supplier Management Practice
- Business Analysis Practice
- Service Level Management Practice
- Service Catalog Management Practice
- Service Desk Practice
- Service Request Management Practice
- Portfolio Management Practice
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