ITIL 4 Specialist Drive Stakeholder Value

About this course

The purpose of the ITIL 4 Specialist Drive Stakeholder Value (DSV) qualification is to provide you with an understanding of all types of engagement and interactions between a service provider and their customers, users, suppliers and partners, including key CX, UX and journey mapping concepts.

Audience profile

  • Professionals continuing their journey In IT Service Management (ITSM)
  • ITSM Managers or aspiring ITSM Managers
  • ITSM Practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers
  • Existing ITIL qualification holders like Project Managers wishing to develop their knowledge

At course completion

The learning outcomes from course are:

  • Understand how customer journeys are designed
  • Learn how to target markets and stakeholders
  • Understand how to foster stakeholder relationships
  • Learn how to shape demand and define service offerings
  • Understand how to align expectations and agree details of services
  • Learn how to onboard and off-board customers and users
  • Understand how to act together to ensure continual value co-creation (service consumption / provisioning)
  • Learn how to realise and validate service value

Organisational benefits

  • More knowledgeable staff
  • Higher levels of customer satisfaction and retention
  • Improved efficiencies
  • Staff retention

Individual benefits

  • Increased understanding of your users, customers and other stakeholders
  • Greater job satisfaction

Examination

Duration: 90 minutes, closed book
Number of questions: 40
Marks: Each question is worth 1 mark. There are 40 marks available
There is no negative marking
Pass mark: is 70% or higher – 28/40 marks or above

1. Understand how customer journeys are designed
1.1 Understand the concept of the customer journey
1.2 Understand the ways of designing and improving customer journeys
2. Know how to target markets and stakeholders
2.1 Understand the characteristics of markets
2.2 Understand marketing activities and techniques
2.3 Know how to describe customer needs and internal and external factors that affect these
2.4 Know how to identify service providers and explain their value propositions
3. Know how to foster stakeholder relationships
3.1 Understand the concepts of mutual readiness and maturity
3.2 Understand the different supplier and partner relationship types, and how these are managed
3.3 Know how to develop customer relationships
3.4 Know how to analyse customer needs
3.5 Know how to use communication and collaboration activities and techniques
3.6 Know how the Relationship management practice can be applied to enable and contribute to fostering relationships
3.7 Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management
4. Know how to shape demand and define service offerings
4.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design
4.2 Understand approaches for selling and obtaining service offerings
4.3 Know how to capture, influence and manage demand and opportunities
4.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders
4.5 Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design
5. Know how to align expectations and agree details of services
5.1 Know how to plan for value co-creation
5.2 Know how to negotiate and agree service utility, warranty and experience
5.3 Know how the Service Level management practice can be applied to enable and contribute to service expectation management
6. Know how to onboard and off-board customers and users
6.1 Understand key transition, on-boarding and off-boarding activities
6.2 Understand the ways of relating with users and fostering user relationships
6.3 Understand how users are authorised and entitled to services
6.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities
6.5 Know how to prepare on-boarding and off-boarding plans
6.6 Know how to develop user engagement and delivery channels
6.7 Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services
6.8 Know how the Service Desk practice can be applied to enable and contribute to user engagement
7. Know how to act together to ensure continual value co-creation (service consumption / provisioning)
7.1 Understand how users can request services
7.2 Understand methods for triaging of user requests
7.3 Understand the concept of user communities
7.4 Understand methods for encouraging and managing customer and user feedback
7.5 Know how to foster a service mindset (attitude, behaviour and culture)
7.6 Know how to use different approaches to provision of user services
7.7 Know how to seize and deal with customer and user ‘moments of truth’
7.8 Know how the Service Request management practice can be applied to enable and contribute to service usage
8. Know how to realise and validate service value
8.1 Understand methods for measuring service usage and customer and user experience and satisfaction
8.2 Understand methods to track and monitor service value (outcome, risk, cost and resources)
8.3 Understand different types of reporting of service outcome and performance
8.4 Understand charging mechanisms
8.5 Know how to validate service value
8.6 Know how to evaluate and improve the customer journey
8.7 Know how the Portfolio Management practice can be applied to enable and contribute to service value realisation

Prerequisites
The ITIL 4 Foundation certificate is the prerequisite for the ITIL 4 Specialist Drive Stakeholder Value (DSV) training course.
Prereading
There is no pre-reading prior to attending the ITIL 4 Specialist DSV training course, however revision of your ITIL 4 Foundation level materials would be useful to re-enforce your existing level of knowledge of ITIL 4.