ITIL®4 Specialist: Drive Stakeholder Value - Classroom (exam included)
1.850,00 EUR
- 3 days
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.
About the course
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.
Course timeline
Course Introduction
Lesson 01
Understand how costumer journeys are designed
Lesson 02
- Understand the concept of the costumer journey
- Understand the ways of designing and improving costumer journeys
Know how to target markets and stakeholders
Lesson 03
- 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
Know how to foster stakeholder relationships
Lesson 04
- 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 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 relationship management.
Know how to shape demand and define service offerings
Lesson 05
- 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 requirements management and service design.
Know how to align expectations and agree on the details of service
Lesson 06
- 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.
Know how to onboard and offboard customers and users
Lesson 07
- 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.
Know how to act together to ensure continual value co-creation (service consumption/provisioning)
Lesson 08
- 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 users' 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 user requests.
- Understand methods for encouraging and managing customer and user feedback.
- Know how service request management practice can be applied to enable and contribute to service usage.
Know how to realize and validate service value
Lesson 09
- 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.
Learning Outcomes
At the end of this ITIL4 Specialist: Drive Stakeholder Value Course, you will be able to:
Customer Journeys
How to understand and map your customers' customer journeys and value experiences in relation to your organization and the services it delivers
Customer needs
Understanding customer needs and formulating matching services. Establishing the services and following up that the expected value is actually realized
Onboarding & Offboarding
Understand how to create a plan for onboarding and offboarding costumers and users.
IT-enabled Services
Understand how to shape and convert demand into value through IT-enabled services.
Service agreement
Describing and quoting services and agreeing and signing contracts
Customer Value
Concepts, principles and methods to optimize customers' value experiences of services
Key Features
Intensive 3-day
Online classroom with accredited teachers
Exam simulation
1 official exam simulation
Exam
Official online exam included valid for 12 months
Who Should Enroll in this Program?
Prerequisites: To be eligible for this course applicants should have Passed the ITIL 4 Foundation examination or Attended an accredited training course for this module.
IT Service Management
IT Service Managers
ITSM Practitioners
ITIL Managing Profession designation
Exam Information
Exam and Certification: Online!
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.
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