Course Overview
This ITIL4-DSV: ITIL 4 Specialist Drive Stakeholder Value certification module provides the candidate with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers, and partners, including key customer/user experience and journey mapping concepts.
Understanding Stakeholder Needs And Expectations: Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.
- Customer Experience Management: Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
- Service Relationships: Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
- Value Co-creation: Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
- Service Level Management: Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
- Service Metrics And KPIs: Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
- Customer Journey Mapping: Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
- Service Improvement: Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
- Communication And Collaboration: Foster positive stakeholder relationships through effective communication and collaboration.
What are the skills covered
On completion of this course, the following learning outcomes will be achieved:
- Understand customer journeys
- Target markets and foster stakeholder relationships
- Shape demand and define service offerings
- Align expectations and agree details of services
- Onboard and off-board customers and users
- Act together to ensure continual value co-creation
- Realize and validate service value
- Understand how customer journeys are designed
Who should attend this course
The target audience for this course and qualification are:
- Individuals continuing their journey in service management
- ITSM managers and aspiring ITSM managers
- ITSM practitioners who are responsible for managing and integrating stakeholders
- Existing ITIL qualification holders wishing to develop their knowledge
Course Curriculum
What are the Prerequisites
Candidates must already have achieved ITIL4 Foundation certification to qualify to sit the examination.
Course Modules
Exam & Certification
Participants of the course who successfully pass the certification examination will be awarded the ITIL Specialist: Drive Stakeholder Value certification.
The format of the examination is:
- 40 Multiple Choice Questions
- 1 mark per correct answer
- 28 marks required to pass (out of 40 available) – 70%
- 90 minutes duration
- Closed-book.
