ITIL® Specialist: Drive Stakeholder Value (DSV)

Description

This course is a comprehensive guide on designing and managing customer journeys and interactions between service providers and their stakeholders, including customers, users, suppliers, and partners. It focuses on key concepts such as Customer Experience (CX), User Experience (UX), and journey mapping techniques, aiming to drive stakeholder value effectively.

The ITIL Specialist: Drive Stakeholder Value (DSV) course and its associated certification are pivotal in converting demand into value through IT-enabled products and services. Essential topics covered include SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

Designed to prepare you for the ITIL Specialist: Drive Stakeholder Value (DSV) certification exam, the course encompasses all eight objectives, including designing customer journeys, targeting markets, fostering relationships, shaping demand, aligning expectations, onboarding and off-boarding, ensuring continual value co-creation, and realizing service value.

ITIL, standing for ‘The Information Technology Infrastructure Library,’ is globally recognized as the gold standard in IT Service Management. Pursuing this course positions you for a high-demand career by attaining a core certification in ITIL.

Who this course is for:

• Professionals responsible for ensuring services meet stakeholder requirements and expectations.
• Professionals aiming to understand and address consumer needs and desires related to products and services.
• Individuals seeking to build mutually beneficial relationships with stakeholders.

Learning Objectives:

• Manage stakeholders effectively and foster valuable relationships.
• Optimize Customer Experience (CX) and User Experience (UX).
• Embed a customer-centric approach in service design.
• Evolve service level agreements (SLAs) into experience level agreements.
• Develop mutually agreed requirements and service details.

Course Overview:

Drive Stakeholder Value is a holistic course covering all types of engagements and interactions between a service provider and its stakeholders, focusing on creating mutual value.

Prerequisites:

• Participants must be certified in ITIL 4 Foundation prior to enrolling in this course.

Course Outline: