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Course Features of ITIL® 4 Specialist: Drive Stakeholder Value Training

Focus on Stakeholder Engagement: The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) focuses heavily on stakeholder engagement and interaction. It equips individuals with the knowledge and skills necessary to identify, analyse, and engage effectively with stakeholders in order to comprehend their needs and expectations, cultivate collaborative relationships, and co-create value.

Customer-Centric Approach: ITIL4 Specialist: Drive Stakeholder Value (DSV) approaches service delivery from a customer-centric perspective. It equips individuals with the instruments and techniques necessary to map the customer journey, measure and enhance customer experience, and shape customer demand. This allows organisations to provide value that correlates with customer expectations and boosts customer satisfaction.

Relationship Management: ITIL4 Specialist: Drive Stakeholder Value (DSV) module addresses various facets of service relationships, such as strategic partnerships and supplier relationships. It empowers individuals with the competencies necessary to establish and maintain effective relationships with consumers and stakeholders, nurturing mutual trust and collaboration.

Value Co-Creation: ITIL4 Specialist: Drive Stakeholder Value (DSV) module focuses on the concept of value co-creation, which emphasises the active participation of consumers and stakeholders in the creation and delivery of value. It equips participants with the knowledge and skills necessary to engage stakeholders in value co-creation activities, thereby ensuring that services meet their requirements and provide tangible benefits.

Communication and Collaboration: ITIL4 Specialist: Drive Stakeholder Value (DSV) module emphasises the significance of effective stakeholder collaboration and communication. It empowers individuals with the skills necessary to manage stakeholder expectations, develop trust, and cultivate an organization-wide collaborative culture. This enables improved alignment and coordination in the delivery of consumer value.

Practical Application: : ITIL4 Specialist: Drive Stakeholder Value (DSV) module focuses on practical applicability and real-world scenarios. It equips participants with the knowledge and skills necessary to implement the module's concepts and practises to their own organisations, thereby fostering measurable improvements in stakeholder engagement and value delivery.

Certification: The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) certification is awarded upon completion of the DSV module. This certification demonstrates a candidate's proficiency in stakeholder engagement, value co-creation, and customer-centric service delivery, thereby enhancing their professional credibility.

 

Learning objectives ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

 

The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) module is designed to equip individuals with the knowledge and skills required to effectively engage stakeholders, shape consumer demand, and deliver value-driven services. The principal objectives of the ITIL® 4 Specialist: Drive Stakeholder Value(DSV) course are as follows

 

  • Understand the Scope and Objectives of DSV: Gain a thorough understanding of the module's intent and scope. Understand the fundamental concepts, principles, and practises of stakeholder engagement, customer journey, service relationships, and customer experience management. 

  • Stakeholder Identification and Analysis: Learn how to identify and assess IT service management stakeholders. Recognize their requirements, expectations, and impact on service delivery. Gain an understanding of techniques for effective communication and stakeholder engagement. 

  • Customer Journey Mapping: Explore the numerous phases of the consumer voyage. Learn how to map and analyse the customer journey in order to determine touchpoints, pain points, and opportunities for improvement. To increase customer satisfaction, one must comprehend how to align service delivery with the customer's voyage. 

  • Demand Management and Shaping: Comprehend the concepts and methods associated with demand management and shaping. Learn to analyse and influence customer demand, align service offerings with customer requirements, and develop strategies to meet customer expectations. 

  • Service Relationships and Collaboration: Develop an understanding of the management of service relationships with consumers, suppliers, and other stakeholders. Learn how to establish, maintain, and manage productive relationships to facilitate the creation of mutual value and collaboration. 

  • Customer Experience Management: Recognize the value of the client experience in service delivery. Learn how to measure and monitor the customer experience, collect customer feedback, and implement initiatives to improve customer satisfaction and loyalty. 

  • Service Level Agreements (SLAs) and Service Catalogs: Examine the use of SLAs and service catalogues to define and manage consumer expectations. Learn how to create and negotiate SLAs, define service offerings in service catalogues, and align them with customer requirements. 

  • Communication and Influencing Skills: Develop effective communication and persuasion skills in order to engage stakeholders, manage expectations, and drive the co-creation of value. Recognize the significance of communication channels, methods, and techniques for fostering collaboration and establishing trust. 

  • Measurement and Metrics: Acquire an understanding of the measurement and metrics associated with stakeholder engagement, customer experience, and service value. Learn how to define meaningful metrics, establish measurement frameworks, and use data to drive decision-making and improvement initiatives. 

  • Prepare for the DSV Exam: The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) module is designed to prepare students for the ITIL® 4 Specialist: Drive Stakeholder Value(DSV) exam. The alignment of the learning objectives with the exam requirements ensures that individuals are endowed with the necessary knowledge and skills to pass the examination. 

 

ITIL® 4 Specialist: Drive Stakeholder Value(DSV) Target audience 

 

The ITIL® 4 Specialist: Drive Stakeholder Value(DSV) module is intended predominantly for IT professionals involved in strategic planning, governance, risk management, and continuous improvement within an IT service organisation. The target audience for the DPI module includes: 

  • Customer Relationship Managers 

  • Customer Relationship Managers 

  • Service Delivery Managers 

  • Service Desk Managers 

  • IT Relationship Managers 

  • IT Consultants 

 

Pre-requisites 

 

Exam and Certification information 

Exam Details: 

  • No. of Questions: 40 

  • Exam Duration: 90  minutes 

  • Exam Format: Multiple Choice Questions (MCQ) 

  • Pass Marks: 28 out of 40 (70%) 

  • Exam Type: Closed Book 

 

Certification journey 

Course Outline

1. ITIL Foundation recap

ITIL Foundation recap 

2. Introduction
  • The importance of engagement
  • Key principles
3. The customer journey
  • Stakeholder aspirations
  • Touchpoints and service interactions
  •  Mapping the customer journey
  •  Designing the customer journey
  •  Measuring and improving the customer journey
4. Step 1: Explore
  •  Understanding service consumers and their needs
  • Understanding service providers and their offers
  • Understanding markets
  • Targeting markets
5. Step 2: Engage
  • Communicating and collaborating
  • Understanding service relationship types
  • Building service relationships
  •  Managing suppliers and partners
6. Step 3: Offer
  •  Managing demand and opportunities
  •  Specifying and managing customer requirements
  •  Designing service offerings and user experience
  • Selling and obtaining service offerings
7. Step 4: Agree
  • Agreeing and planning value co-creation
  • Negotiating and agreeing a service
8. Step 5: Onboard
  •  Planning onboarding
  •  Relating to users and fostering relationships
  •  Providing user engagement and delivery channels
  •  Enabling users for services
  • Elevating mutual capabilities
  • Offboarding customers and users
9. Step 6: Co-create
  • Fostering a service mindset
  • Ongoing service interactions
  • Nurturing user communities
10. Step 7: Realize
  •  Realizing service value in different settings
  • Tracking value realization
  • Assessing and reporting value realization
  •  Evaluating value realization and improving customer journeys
  • Realizing value for the service provider
11. Recap

Recap  

12. ITIL 4: Drive Stakeholder Value Sample Paper Discussions

ITIL 4: Drive Stakeholder Value Sample Paper Discussions  

13. Q&A

Q&A 

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