ITIL ® 4 Specialist: Drive Stakeholder Value - Online Classroom (exam included)

ITIL®4 Specialist: Drive Stakeholder Value - Online Classroom (exam included)

During this course you will learn the basics of the ITIL® 4 Specialist Drive Stakeholder Value. The course develops an understanding of the different steps a service provider must analyze to develop their Customer Journey. The goal is that customers and stakeholders have positive experiences of the relationship with their service provider (Customer/User Experience). This requires an understanding of the stakeholders' experiences of different contacts with the service provider. The experiences are established at different touchpoints and the course teaches you how to identify and improve the value experience at these touchpoints.

The course considers practices at all stages of the customer journey. Analyzing needs and opportunities to satisfy needs. How to establish relationships with understanding and mutual trust. How to understand customer needs and translate this understanding into the design of appropriate service offerings. How to discuss, negotiate and agree, and the importance of managing expectations. How to establish the service and then, with a holistic approach, optimize the value experience and measure and follow up that expectations are realized and can form the basis for continued positive customer journeys.

Who is this course for?

The course is aimed at those who have direct or indirect customer contact and are involved in work of the type customer responsibility, delivery responsibility, support responsibility. You may also work with processes around marketing of digital services, sales, work with quotes and SLA. Managers and leaders in these areas will also benefit greatly from the course. By reversing the perspectives, the course also provides valuable knowledge for those who manage subcontractors by setting requirements and following up these requirements.

Program Features:

• Course and material are available in English
• Intermediate level
• 3-days (8 hours per day) Accredited course with an authorized ITIL® 4 trainer.
• 21 hours recommended study time
• Multimedia presentations, group exercises and discussion, practical workshops, case study and online practice tests.
• Downloadable PDF documents with detailed content for each lesson.
• ITIL 4® Foundation exam voucher valid for 1 year. Online exam scheduled anytime
• ITIL®4 Specialist: Drive Stakeholder Value certificate of completion.

Key Learning Outcomes:

When you complete this ITIL 4 Specialist: Drive Stakeholder Value course, you will be able to accomplish the following:

• Understand how customer journeys are designed and improved
• Analyze markets and customer needs and foster stakeholder relationships
• Understand how to create a plan for onboarding and offboarding customers and users
• Understand how to shape and convert demand into value through IT-enabled services

Target Audience

This course suits IT service managers pursuing the ITIL Managing Professional (MP) designation. The ITIL 4 Strategist: Drive Stakeholder Value certification is also well done for professionals continuing their journey in IT service management, ITSM practitioners who are responsible for managing and integrating stakeholders and focusing on the customer journey and experience, and professionals who are responsible for fostering relationships with partners and suppliers.

• IT Service Management
• IT Service Managers
• ITSM Practitioners
• ITIL Managing Profession designation

Prerequisites

• Passed the ITIL 4 Foundation examination
• Attended an accredited training course for this module

Exam Details

The exam will be taken online giving you the convenient choice of writing the exam at home or in the office. What we need is a computer with internet for the exam and webcam (ProctorU). The exam is included in this package.

Exam Format

• 90-minute duration
• Closed book
• 40 questions
• Pass mark is 70% or higher - score of 28 points or higher

About the certification

The ITIL® 4 Drive Stakeholder Value (DSV) module is part of the Managing Professional track of ITIL 4, and participants need to pass the related certification test to obtain the title of Managing Professional (MP). The module provides guidance on establishing, maintaining and developing effective service relationships at appropriate levels. It guides the organization on a service journey in the Service Provider, consumer roles, and supports effective interaction and communication.

Course Outline

Lesson 1:Course Introduction

Lesson 2 : Understand how customer journeys are designed

• Understand the concept of the customer journey
• Understand the ways of designing and improving customer journeys

Lesson 3: Know how to target markets and stakeholders

• Understand the characteristics of markets
• Understand marketing activities and techniques
• Know how to describe customer needs and internal and external factors that affect these
• Know how to identify service providers and explain their value propositions

Lesson 4: Know how to foster stakeholder relationships

• Understand the concepts of mutual readiness and maturity
• Understand the different supplier and partner relationship types and how these are managed
• Know how to develop customer relationships
• Know how to analyze customer needs
• Know how to use communication and collaboration activities and techniques
• Know how the relationship management practice can be applied to enable and contribute to fostering relationships (the relationship management practice)
• Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management

Lesson 5: Know how to shape demand and define service offerings

• Understand methods for designing digital service experiences based on value-driven, data-driven, and user-centered service design
• Understand approaches for selling and obtaining service offerings
• Know how to capture, influence, and manage demand and opportunities
• Know how to collect, specify, and prioritize requirements from a diverse range of stakeholders
• Know how the business analysis practice can be applied to enable and contribute to requirement management and service design

Lesson 6: Know how to align expectations and agree on the details of services

• Know how to plan for value co-creation
• Know how to negotiate and agree on the service utility, warranty, and experience
• Know how the service level management practice can be applied to enable and contribute to service expectation management

Lesson 7: Know how to onboard and offboard customers and users

• Understand key transition, onboarding, and offboarding activities
• Understand the ways of relating with users and fostering user relationships
• Understand how users are authorized and entitled to services
• Understand different approaches to a mutual elevation of customer, user, and service provider capabilities
• Know how to prepare onboarding and offboarding plans
• Know how to develop user engagement and delivery channels
• Know how the service catalog management practice can be applied to enable and contribute to offering user services
• Know how the service desk practice can be applied to enable and contribute to user engagement

Lesson 8: Know how to act together to ensure continual value co-creation (service consumption/provisioning)

• Know how to foster a service mindset
• Understand how users can request services
• Know how to use different approaches to the provision of user services
• Know how to seize and deal with customers' and user's moments of and user's moments of truth. and user's moments of truth.’ and user's moments of truth.’’truth.’
• Understand methods for triaging of user requests
• Understand methods for encouraging and managing customer and user feedback
• Know how the service request management practice can be applied to enable and contribute to service usage

Lesson 9: Know how to realize and validate service value

• Understand methods for measuring service usage and customer and user experience and
• satisfaction
• Understand methods to track and monitor service value
• Understand different types of reporting of service outcomes and performance
• Understand charging mechanisms
• Know how to assess service value realization
• Know how to prepare to evaluate and improve the customer journey
• Know how the portfolio management practice can be applied to enable and contribute to service value realization

When is the classroom schedule?

Depending on the starting dates, our classroom courses are consecutively held from 10 am - 6 pm (CET) with lunch breaks in between

Will missing a live class affect my ability to complete the course?

Yes, you may be subject to not getting the exam voucher if you don't attend a class. Therefore, it's better always to let us know at least 2 weeks in advance if you require any rescheduling requests.

*note that reschedule request is not always given depending on the situation