ITIL4-DSV: ITIL® 4 Specialist: Drive Stakeholder Value

This ITIL 4 certification prepares students for the ITIL 4 Drive Stakeholder Value exam. After participating in this ITSM 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.

This course focuses on the conversion of demand into value via IT enabled services. The course also covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

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.

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.

The target audience for this qualification is:

• Individuals continuing their journey in service management
• ITSM managers & aspiring ITSM managers
• ITSM practitioners managing and integrating stakeholders, focus on the customer journey & experience, and those responsible for fostering relationships with partners and suppliers
• Existing ITIL qualification holders wishing to develop their knowledge.

Module 1: Customer Journey

• Purpose of 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 Engage Step
• Aspects of Service Value
• 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
• 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
• 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: Realize

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

ITIL4-HVIT: ITIL4 High Velocity IT

ITIL 4 Specialist High Velocity IT (HVIT) is aimed at practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers.

ITIL4-DPI: ITIL4 Direct, Plan And Improve

ITIL 4 Strategist Direct, Plan and Improve (DPI) provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

ITIL4-DITS: ITIL4 Digital And IT Strategy

The ITIL® 4 Digital & IT Strategy course is therefore aimed towards IT and business directors, heads of department, aspiring C-Suite professionals and other senior business leaders who want to strategically position an organization against digital disruptors, craft a digital vision and build a robust digital strategy for long term growth.

ITIL4-CDS: ITIL4 Create, Deliver And Support

This ITIL4-CDS: ITIL4 Create, Deliver And Support course teaches not only how value streams can be built and managed holistically but how continual improvement iterations and feedback loops can be included in value streams. It explores areas such as development, testing, knowledge, customer and employee feedback, new technologies, sourcing, and ways of managing work.

Why is it important to focus on customers? 

• It is important for companies to focus on customers and stakeholders because doing so can help them create a positive experience for customers, build strong relationships, increase customer satisfaction and loyalty, create a positive working environment, attract and retain top talent, maintain good relationships with business partners, and operate more effectively and achieve their goals. This can ultimately lead to the creation of value and long-term success for the company.

How does ITIL focus on stakeholders? 

• There are 2 types of stakeholders. Internal stakeholders are people within the organization, such as board members, employees, and different functional departments, while external stakeholders are people outside of the organization, such as customers and suppliers.
  
  In ITIL 4, the stakeholder's satisfaction is considered to be an important element in the delivery and consumption of a service. The ITIL 4 framework includes guidance on how to understand customer behaviour and design services to achieve better user experience and usability, which can help organizations better meet the needs and preferences of their customers and stakeholders.

For whom is the ITIL4 Drive Stakeholder Value course suitable? 

• This course is suitable for those who want to upgrade themselves in service management.  ITSM managers and those who are going for ITSM managerial positions are recommended to take up this course. This course will definitely be suitable for those who are handling and communicating with stakeholders and customer experience.