Öppna kurser

ITIL® 4 Specialist: Drive Stakeholder Value

This ITIL 4 Specialist: Drive Stakeholder Value (DSV) course covers all types of engagement and interaction between a service provider and their customers, users, suppliers, and partners. It focuses on the conversion of demand into value via IT-enabled services. It 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 you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

Utbildningsmål

  • Understand 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.

  • Apply practical and technical knowledge about how to run successful, modern, IT-enabled services, teams, and workflows

Förkunskaper

Must hold the ITIL 4® Foundation Certificate

Innehåll

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 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

Module 3: Know how to foster stakeholder relationships

  • 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 activities and 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 relationships management (the supplier management practice

Module 4: Know how to shape demand and define service offerings

  • 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 requirement management and service design (the business analysis

Module 5: Know how to align expectations and agree details of services

  • Know how to plan for value co-creation
  • Know how to negotiate and agree on service utility, warranty, and experience
  • Know how the Service level management practice can be applied to enable and contribute to service expectation management (the service level management practice

Module 6: 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 the mutual elevation of the 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 (the service catalog management practice
  • Know how the Service Desk practice can be applied to enable and contribute to user engagement
  • Understand how users can request services

Module 7: Know how to act together to ensure continual value co-creation (service consumption / provisioning)

  • Understand methods for triaging 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, behavior, and culture)
  • Know how to use different approaches to the 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 (the service request management practice

Module 8: Know how to realize and 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 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 (9.5.5, the portfolio management practice)

Kursen levereras genom utbildningspartner: Learning Tree
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