ITIL® 4 Specialist: Drive Stakeholder Value

Course Overview

The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) is one of five courses needed to achieve the ITIL® 4 Managing Professional (MP) designation. The DSV course will help you understand how to convert demand into value through services, while driving user engagement and boosting internal and external stakeholder satisfaction. The course covers topics such as service level-agreements, multi-supplier management, relationship management, customer and user experience design, customer journey mapping, and more.

This is an instructor-led course delivered live in a classroom or live virtually.  The course includes a combination of interactive lectures and group discussions, quizzes, sample exams, and test taking strategies to prepare you to pass the official examination leading to certification.

*Note      5 Half Days Live Virtual or 3 Full Days Onsite Instructor Led

                 Live Virtual or Instructor Led

Schedule

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Who Should Attend

This course is aimed at individuals in management and service management roles who have a responsibility for the above noted practices as well as individuals who want to acquire the ITIL Managing Professional (MP) designation.

Roles include: Software Engineer/Developer, Systems Engineer, Service Delivery Manager, DevOps Manager/Specialist, Solution Architect, Infrastructure Engineer, IT Service Management Professional, and Release and Deployment Manager.

Prerequisites

This course requires you to have successfully attained your ITIL® 4 Foundation Certificate. You will need to provide a copy of your Foundation Certificate upon registration for admission into this course.

Objectives

In this course you will:

  • 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 services
  • 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
  • The DSV course focuses on these key practices: Relationship Management, Portfolio Management, Service Request Management, Supplier Management, Business Analysis, Service Level Management, Service Catalog Management, Service Desk

Course Outline