ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

Length

3 days

Price

$2585.00 inc GST

Inclusions

Exam on day 3

Overview

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) course is designed to provide IT practitioners with an understanding of the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping, and more.

This three-day course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organisations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL 4 DSV module is part of the ITIL 4 Managing Professional (MP) stream, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course also includes a copy of the ITIL DSV Handbook, containing practical material for reference back in the workplace.

Examination
The course pricing includes the ITIL 4 Specialist: Drive Stakeholder Value (DSV) Exam at the end of day 3 of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40). Practice exam papers and questions are provided, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info

Customer Journey
Customer Journey: Explore
Customer Journey: Engage
Customer Journey: Offer
Customer Journey: Agree
Customer Journey: Onboard
Customer Journey: Co-create
Customer Journey: Realise

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

Skills Gained

The purpose of the ITIL 4 DSV module is to provide candidates with an understanding of:

how customer journeys are designed
how to target markets and stakeholders
how to foster stakeholder relationships
how to shape demand and define service offerings
how to align expectations and agree details of services
how to onboard and offboard customers and users
how to act together to ensure continual value cocreation (service consumption/provisioning)
how to realise and validate service value

Key Topics

Module 1: Customer Journey

Mastering the Customer Journey
Touchpoints and Service Interactions
Mapping the Customer Journey
Designing the Customer Journey
Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore

Purpose of the Explore Step
Understanding Service Consumers
Understanding Service Providers
Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage

Purpose of the Module
Purpose of the Engage Step
Aspects of Service Value
Service Relationship Types
Building Service Relationships
Building and Sustaining Trust and Relationships
Analysing Customer Needs
Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer

Purpose of Shaping Demand and Service Offerings
Managing Demand and Opportunities
Specifying and Managing Customer Requirements
Designing Service Offerings and User Experience
Selling and Obtaining Service Offerings
Key Points Covered in the Module

Module 5: Customer Journey Step 4: Agree

Purpose of Aligning Expectations and Agreeing Services
Agreeing and Planning Value Co-Creation
Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard

Purpose of Onboarding and Offboarding
ITIL Management Practices
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

Purpose of Service Provision and Consumption
Service Mindset
Ongoing Service Interactions
Nurturing User Communities

Module 8: Customer Journey Step 7: Realise

Measuring Service Value
Purpose of Value Capturing and Customer Journey Improvement
Realising Service Value in Different Settings
Tracking Value Realisation
Assessing and Reporting Value Realisation
Evaluating Value Realisation and Improving Customer Journeys
Realising Value for the Service Provider

Target Audience

This course is aimed at practitioners responsible for managing and integrating stakeholders, those who focus on customer journey and experience, and those who are responsible for fostering relationships with partners and suppliers.

The target audience includes, but is not limited to, the following:

Service management practitioners involved in interactions with customers, users and suppliers
Team leads and middle management of service providers
Service and product owners, service designers
Relationship managers, service level and service experience managers

Professionals with the following job titles are expected to benefit from the ITIL 4 DSV certification:

Business Relationship Manager
Account Manager
Service Delivery Manager
Service Level Manager
Enterprise Architect
Solution Architect
Business Architect
Business Analyst
Project Manager
Demand Manager
Portfolio Manager
Supplier Relationship Manager
Vendor Manager
Contract Manager
UX Designer
Consultants
Product Owners
Marketing Manager
Knowledge Manager
Customer Service Support
Cyber Security Managers

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.

Prerequisites

A pass in the ITIL 4 Foundation exam. Proof will need to be provided before attending this course.

Industry Association Recognition

Project Management Institute (PMI)^®

Contact Hours: 21 hours
Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

Continual Professional Development (CPD) points: 10 points

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The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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Adelaide

Virtual-Classroom

Adelaide

Virtual-Classroom

30 Nov - 02 Dec

10 Mar - 12 Mar

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ITIL® 4 Specialist: Drive Stakeholder Value (DSV)

Length

Price

Inclusions

Overview

Key Topics

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

Book Your Course

This course aligns to an ITIL certification

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Length

Price

Inclusions

Overview

Key Topics

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

Book Your Course

This course aligns to an ITIL certification

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