ITIL 4 Drive Stakeholder Value (DSV)
The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization.
ITIL 4 provides practical and flexible guidance to support organizations on their journey to digital transformation. It provides an end-to-end IT/digital operating model for the delivery and operation of tech-enabled products and services and enables IT teams to continue to play a crucial role in wider business strategy.
ITIL provides a framework for quality IT service management (ITSM) through proven best practice. ITIL manages the creation of a service, its operation and its improvement. Organizations who adopt ITIL invariably adapt it to suit their specific requirements.
ITIL4 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.
This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value.
Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder.
This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:
- Value propositions
- Fostering relationships
- Keeping engagement channels open
- Shaping demand
- Designing service offerings
- Aligning and agreeing expectations
- Co-creating service experiences
- Realizing value
This course will present the best practice for how to engage in and contribute to each of these stages.
The needs of people and organizations all differ. This course has been designed for individuals and organizations engaging in service relationships, including service provision, consumption, and relationship management. These are the people and organizations who are either involved in organizing the customer journey or actually take part in the customer journey.
The target audience include, but is not limited to:
- Relationship managers
- Customer experience (CX) managers
- Account managers
- Service delivery managers
- Service desk managers
- Service Level Managers
- Enterprise Architects
- Service and Solution Architects
- Business Analysts
- Product Owners
- Marketing Managers
- Project Managers
- Portfolio Managers
- Supplier relationship Managers
- Vendor Managers
- Contract Managers
- Customer experience/User experience Designers
This guide assumes that the reader is familiar with the ITIL® 4 Foundation guide, where the basic service management concepts are introduced.
The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.
Delegates attending this course must have successfully achieved the ITIL 4 Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.
A detailed listing of the course content and syllabus coverage for accredited courses.
ITIL4 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.
The content includes:
Part 1 - How customer journeys are designed
- Understand the concept of the customer journey
- Understand the ways of designing and improving customer journeys
Part 2 - 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
Part 3 - How to foster stakeholder relationships
- Understand the concepts 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 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 relationships management
Part 4 - 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 prioritise 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
Part 5 - How to align expectations and agree details of services
- Know how to plan for value co-creation
- Know how to negotiate and agree service utility, warranty and experience
- Know how the “Service level management” practice can be applied to enable and contribute to service expectation management (6.3.7, the ‘service level management’
Part 6 - 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
Part 7 - How to act together to ensure continual value co-creation
- Understand how users can request services
- Understand methods for triaging of user 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
Part 8 - How to realise and validate service value
- Understand methods for measuring service usage and customer and user experience and satisfaction
- 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 realisation