Category – ITIL®
Course Description
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.
The ITIL 4 Drive Stakeholder Value (DSV) course provides an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.
Course and Learning Objectives
This course prepares students for the 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. 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.
The purpose of the ITIL 4 Drive Stakeholder Value Qualification is:
- to understand how customer journeys are designed
- to Know how to target markets and stakeholders
- to know how to foster stakeholder relationships
- to Know how to shape demand and define service offerings
- to know how to align expectations and agree details of services
- to Know how to onboard and offboard customers and users
Course Approach
This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL 4. Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL 4 DSV test.
Course Student Material
Students will receive an ITIL® DSV classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
Course Coverage
Module 1: Customer Journey
- Purpose of Mastering the Customer Journey
- Touchpoints and Service Interactions
- Module Topics
- Mapping the Customer Journey
- Designing the Customer Journey Customer Journey
Module 2: Customer Journey Step 1: Explore
- Purpose of the Explore Step
- Module Topics
- Understanding Service Consumers
- Understanding Service Providers
- Understanding and Targeting Markets
Module 3: Customer Journey Step 2: Engage
- Purpose of the Engage Step
- Aspects of Service Value
- Module Topics
- Service Relationship Types
- Building Service Relationships
- Building and Sustaining Trust and Relationships
- Analyzing Customer Needs
- Managing Suppliers and Partners
Module 4: Customer Journey Step 3: Offer
- Purpose of Shaping Demand and Service Offerings
- Module Topics
- Managing Demand and Opportunities
- Specifying and Managing Customer Requirements
- Designing Service Offerings and User Experience
- Selling and Obtaining Service Offerings
Module 5: Customer Journey Step 4: Agree
- Purpose of Aligning Expectations and Agreeing Services
- Module Topics
- Agreeing and Planning Value Co-Creation
- Negotiating and Agreeing a Service
Module 6: Customer Journey Step 5: Onboard
- ITIL Management Practices
- Module Topics
- Planning Onboarding
- Fostering Relationships with Users
- Providing User Engagement and Delivery Channels
- Enabling Users for Service
- Elevating Mutual Capabilities
- Offboarding
Module 7: Customer Journey Step 6: Co-create
- Module Topics
- Service Mindset
- Ongoing Service Interactions
- Nurturing User Communitie
Module 8: Customer Journey Step 7: Realize
- Measuring Service Value
- Purpose of Value Capturing and Customer Journey Improvement
- Realizing Service Value in Different Settings
- Module Topics
- Tracking Value Realization
- Assessing and Reporting Value Realization
- Evaluating Value Realization and Improving Customer Journeys
- Realizing Value for the Service Provider
Duration
24 hours (3 days)
Course Delivery
Classroom or Virtual Classroom
Languages
English
Target Audience
The target audience for this qualification is:
• individuals continuing their journey in service management
• ITSM managers and aspiring ITSM managers
• ITSM practitioners managing the operation of IT-enabled & digital products and services, and those
• responsible for the end-to-end delivery
• 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 forty (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 Specialist Drive Stakehollder Value
Credits
Upon successfully achieving the ITIL Foundation certificate, student registered with PMI will be recognized with 21 Professional Development Units (PDU’S).
Reference Materials
The ITIL 4 Drive Stakeholder Value publication and the ITIL Practices Guidance documentation should be used for study, they are NOT permitted to be used in the exam.
There are several options available for this training. Please contact us or send your inquiry to info@quintconsultingservices.com, and we will provide you with a suitable solution.
