ITIL® 4 Specialist: Drive
Stakeholder Value
Overview
This module covers all forms of engagement and interaction between service providers and their customers, users, suppliers, and partners. The ITIL® 4 Specialist Drive Stakeholders Value module drives IT professionals to further interact with their stakeholders and influence and improve the user experience across a much wider framework. This unique module is designed to enhance the careers of digitally experienced candidates, by expanding their knowledge and boosting their existing skillsets in an increasingly digital service economy.
Course Objective
It empowers candidates and organizations to deliver exceptional value by focusing on the conversion of demand into tangible benefits through IT-enabled services. By facilitating effective stakeholder management, digital professionals are better able to target stakeholders with the right service offerings and value propositions, distinguishing themselves and their organizations within a competitive and demanding environment.
Who Should Attend
ITIL 4 Specialist Drive Stakeholder Value 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.
Prerequisites
This is a fundamental requirement across all ITIL 4 Specialist modules. The ITIL 4 Foundation certification provides the essential baseline knowledge of the ITIL 4 framework, principles, and concepts, which are then built upon in the more specialized DSV course.
Training Calendar
Intake
Duration
Program Fees
Module
Module 1 - Understand how customer journeys are designed
- Understand the concept of the customer journey
- Understand the ways of designing and improving customer journeys
Module 2 - Know how to foster stakeholders relationship
- 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 relationship
- Know how to analyse 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
- Know how the supplier management practice can be applied to enable and contribute to supplier and partner relationship management
Module 3 - Know how to shape demand and define service offerings
- Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred 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 (the business analysis practice)
Module 4 - 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 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 catalogue 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
- Understand how users can request services
Module 5 - Know how to act together to ensure continual value co-creation (service consumption/provisioning)
- Understand methods for triaging of users requests
- Understand the concept of user communities
- Understand methods for encouraging and managing customer and user feedback
- Know how to foster a service mindset (attitude, behaviour, and culture)
- Know how to use different approaches to provision of user services
- Know how to seize and deal with customer and user ‘moments of truth’
- Know how the service request management practice can be applied to enable and contribute to service usage
- Know how to capture, influence and manage demand and opportunities
- Know hoe 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 (the business analysis practice)
Module 6 - Know how to realize a validate service value
- Understand methods for measuring service usage and customer and user experience and satisfaction
- Understand methods to track and monitor service value (outcome, risk, cost, and resources)
- Understand different types of reporting of service outcome and performance
- Understand charging mechanisms
- Know how to validate service value
- Know how to evaluate and improve the customer journey
- Know hoe the portfolio management practice can be applied to enable and contribute to service value realization
FAQs
General Questions:
- Q: What is ITIL 4 DSV?
- A: ITIL 4 DSV (Drive Stakeholder Value) is a specialized module within the ITIL 4 framework that focuses on managing and nurturing relationships with stakeholders to co-create value.
- Q: What is the purpose of the ITIL 4 DSV course?
- A: The course aims to equip IT professionals with the skills to effectively manage stakeholder relationships, enhance customer experience, and drive value co-creation.
- Q: Who should take the ITIL 4 DSV course?
- A: Service desk personnel, relationship managers, customer service professionals, IT professionals involved in stakeholder engagement, and anyone responsible for managing service relationships.
- Q: What are the prerequisites for the ITIL 4 DSV course?
- A: You must have successfully passed the ITIL 4 Foundation certification exam.
- Q: What software do I need for the course?
- A: Generally, no specific software is required, but familiarity with customer relationship management (CRM) tools and service management tools is beneficial.
- Q: How is the course structured?
- A: The course structure varies. It can be in-person, online, or a blended format. Check with the training provider for details.
- Q: How long is the course?
- A: The duration varies depending on the format and provider, but it’s designed to cover all necessary concepts and exam preparation.
- Q: Will I receive a certificate of completion for the course?
- A: Yes, peoplelogy will issue a certificate of completion.
ITIL 4 DSV Certification & Exam Questions
- Q: What are the benefits of ITIL 4 DSV certification?
- A: Demonstrates expertise in stakeholder management, enhances career opportunities, improves customer satisfaction, and increases professional credibility.
- Q: What is the ITIL 4 DSV exam like?
- A: The exam is a multiple-choice exam that tests your knowledge of the DSV module’s concepts and practices.
- Q: How do I apply for the ITIL 4 DSV exam?
- A: You apply through an Accredited Examination Institute after completing an accredited training course.
- Q: How much does the ITIL 4 DSV exam cost?
- A: The exam fee varies depending on the examination institute. Check with your training provider or the examination institute for current fees.
- Q: How long is the ITIL 4 DSV certification valid?
- A: ITIL 4 certifications are subject to renewal. Peoplecert who governs ITIL 4 certifications requires renewals every 3 years. Please check Peoplecert for the latest information.
- Q: Do I need ITIL 4 Foundation certification to take the ITIL 4 DSV exam?
- A: Yes, ITIL 4 Foundation certification is a mandatory prerequisite.
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