- Duration: 4 days
ITIL4-DSV: ITIL® Specialist Drive Stakeholder Value
This module offers candidates a comprehensive understanding of the various interactions between service providers and their customers, users, suppliers, and partners, incorporating essential concepts of customer and user experience as well as journey mapping. By enhancing the established best practices of IT Service Management, ITIL4 enables organizations to thrive in the Fourth Industrial Revolution. The ITIL4 Specialist: Drive Stakeholder Value (DSV) course is designed to help ITSM practitioners immerse themselves in the evolving practices of ITIL4. It focuses on guiding stakeholders—whether customers or service providers—through the principles and practices of co-creating value through services. This interactive course is crucial for the development of modern technologists, ITSM practitioners, and leaders in contemporary IT organizations striving for innovation and maximizing business value. Earning the ITIL 4 Drive Stakeholder Value qualification is a key prerequisite for the ITIL 4 Managing Professional designation, which evaluates candidates’ practical and technical expertise in managing successful, modern IT-enabled services, teams, and workflows.
Understand how customer journeys are designed
- Understand the concept
- Designing the journey
Module 1: Explore
- Understanding service consumers
- Understanding service providers
- Understanding markets
- Target markets
Module 2: Engage
- Communicating and collaborating
- Understand service relationship
- Building service relationship
- Managing suppliers and partners
Module 3: Offer
- Managing demands
- Specifying customer requirements
- Designing service offering
- Selling and obtaining offerings
Module 4: Agree
- Planning value co-creation
- Negotiating and agreeing service
Module 5: Onboard
- Planning onboarding
- Fostering user relationships
- Providing user channels
- Enabling users for service
- Elevating mutual capabilities
- Off-boarding customers and users
Module 6: Co-create
- Fostering a service mindset
- On-going service interactions
- Nurturing user committees
Module 7: Realize
- Realizing service value
- Tracking value realization
- Assessing and reporting value
- Evaluating value realization
- Realizing value for the service provider
Included Practices:
- Relationship Management
- Supplier Management
- Business Analysis
- Service Level Management
- Service Catalogue management
- Service Desk
- Service Request Management
- Portfolio Management