Duration

3 days

Overview

ITIL ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

ITIL 4 Specialist Drive Stakeholder Value (DSV) is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

Course and Learning Objectives

This course prepares students for the ITIL 4 Drive Stakeholder Value exam. After participating in this course, a candidate can demonstrate sufficient understanding and application of ITIL 4 to all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. This course focuses on the conversion of demand into value via IT enabled services.

The course also covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

The ITIL 4 Drive Stakeholder Value qualification is one of the pre-requisites 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.

Course Approach

This course is delivered in a classroom setting using a case study and exercises that are designed to guide candidates, whether they are customers or service providers, through the principles and practices of co-creating value through services. Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL 4 DSV test.

Target Audience

The target audience for this qualification is:

individuals continuing their journey in service management
ITSM managers & aspiring ITSM managers
ITSM practitioners managing and integrating stakeholders, focus on the customer journey & experience, and those responsible for fostering relationships with partners and suppliers
existing ITIL qualification holders wishing to develop their knowledge.

Pre-requisites

For this course you are required to have successfully attained your ITIL 4 Foundation certificate. You will need to provide us with a copy of your certificate upon registration in order to be admitted into this course.

About the Examination

The exam is closed book with 40 multiple choice questions. The pass score is 70% (28 out of 40 questions). The exam lasts 90 minutes. The exam can be taken Online.

Certificate

ITIL® 4 Drive Stakeholder Value

Credits

Upon successfully achieving the ITIL Foundation certificate, student registered with PMI will be recognized with 21 Professional Development Units (PDU’S).

Course Student Material

Students will receive an ITIL® DSV classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Learning Outcome

Understand how customer journeys are designed, and:
design and improve customer journey
Learn how to target markets and stakeholders , and:
the characteristics of markets, marketing activities and techniques
describe customer needs and internal & external factors that affect these
identify service providers and explain their value propositions
Learn how to foster stakeholder relationships , and:
manage the different type of supplier and partner relationships, develop customer relationships and analyse customer needs
use communication and collaboration activities and techniques
Know how to shape demand and define service offerings
methods for designing digital service experiences based on value driven, data driven and user centred service design
approaches for selling and procuring service offerings
capture, influence and manage demand and opportunities
collect, specify and prioritise requirements from a diverse range of stakeholders
Learn how to align expectations and agree details of services , and:
plan for value co-creation
negotiate and agree service utility, warranty and experience
Learn how to onboard and offboard customers and users , and:
different approaches to mutual elevation of customer, user and service provider capabilities
prepare onboarding and offboarding plans
develop user engagement and delivery channels
Learn how to act together to ensure continual value co-creation (service consumption / provisioning) , and:
how users can request services
methods for encouraging and managing customer and user feedback
foster a service mindset (attitude, behaviour and culture)
use different approaches to provision of user services
Learn how to realise and validate service value
methods for measuring service usage and customer and user experience and satisfaction
methods to track and monitor service value (outcome, risk, cost and resources)
different types of reporting of service outcome and performance
assess service value realization
prepare to evaluate and improve the customer journey

Programme scope, delivery arrangements and suitability are confirmed during enquiry.