Course Overview
The ITIL® best practice provides proven guidance to support organizations on their digital transformation journey. ITIL® 4 is the next iteration that incorporates all the best from previous versions and expands on this body of knowledge, by providing a practical and flexible approach to support organizations with a focus on delivering customer outcomes and value through IT-enabled services.
ITIL® 4 provides an end-to-end operating model for the delivery and operation of tech-enabled products and services. It enables IT teams to continue to play a crucial role in wider business strategy and integrates concepts from other industry best practices such as Lean, Agile and DevOps.
The advanced-level ITIL® 4 Managing Professional courses have been developed for IT practitioners working within technology and digital teams across organizations. To obtain the ITIL® 4 Managing Professional designation, the candidate needs to complete all courses in the ITIL® 4 Managing Professional stream:
- ITIL® 4 Specialist: Create, Deliver and Support
- ITIL® 4 Specialist: Drive Stakeholder Value
- ITIL® 4 Specialist: High Velocity IT
- ITIL® 4 Strategist: Direct Plan and Improve
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course provides an understanding on providing 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.
This course has a focus on the following aspects of the ITIL® 4 Service Value Chain:
- Demand (input)
- Engage
- Value (output)
This is a full training package that includes the knowledge transfer as well as the associated certification exam.
Duration
- This three-day training is offered in a virtual classroom, led live by an instructor.
Students will receive an exam voucher that allows them to schedule their ITIL® Specialist: Drive Stakeholder Value (DSV) exam for a convenient date / time / location after completion of the training session – the exam will be remotely proctored (requires a webcam and internet access)
Delivery Methods
- Instructor led virtual environment with a recommended maximum of 8 students per session
- Self-paced study format via a Learning Management System
Prerequisites
- The candidate must have passed the ITIL® 4 Foundation examination OR the ITIL® 4 Managing Professional Transition examination
- Attendance in an accredited training course for this module and successful completion of the certificate exam
- Exam details:
- 90 minutes
- Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 113 minutes in total.
- ‘Closed book’ examination, 40 multiple choice questions, 70% or higher pass mark (28 or above correct out of 40)
Audience
- Individuals continuing their journey in service management
- ITSM managers and 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 wishing to develop their knowledge
Program Objective
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course learning objectives include:
- Guiding stakeholders, whether they are customers or service providers, through the principles and practices of co-creating value through services
- Understanding how all stakeholders must contribute to the co-creation of service value
- Describing and understanding the main steps of a customer journey
- Providing guidance on how to co-create the most valuable journey
Including content on service marketing and negotiating agreements
Course Content
The ITIL® 4 Specialist: Drive Stakeholder Value (DSV) course content includes:
Understand how customer journeys are designed, including:
- Concept of the customer journey
- Ways of designing and improving customer journeys
Know how to target markets and stakeholders, including:
- Understanding market characteristics
- Understanding marketing activities and techniques
- Knowing how to describe customer needs and internal and external factors that affect these
- Knowing how to identify service providers and explain their value propositions
Know how to foster stakeholder relationships, by:
- Understanding the concepts of mutual readiness and maturity
- Understanding the different supplier and partner relationship types, and how these are managed
- Knowing how to develop customer relationships
- Knowing how to analyse customer needs
- Knowing how to use communication and collaboration activities and techniques
- Knowing how the relationship management practice can be applied to enable and contribute to fostering relationships
- Knowing how the supplier management practice can be applied to enable and contribute to supplier and partner relationships management
Know how to shape demand and define service offerings, including:
- Understanding methods for designing digital service experiences based on value-driven, data-driven and user-centered service design
- Understanding approaches for selling and obtaining service offerings
- Knowing how to capture, influence and manage demand and opportunities
- Knowing how to collect, specify and prioritize requirements from a diverse range of stakeholders
- Knowing how the business analysis practice can be applied to enable and contribute to requirement management and service design
Know how to align expectations and agree details of services, including how:
- To plan for value co-creation
- To negotiate and agree service utility, warranty and experience
- The service level management practice can be applied to enable and contribute to service expectation management
Know how to onboard and offboard customers and users, by:
- Understanding key transition, onboarding and offboarding activities
- Understanding the ways of relating with users and fostering user relationships
- Understanding how users are authorized and entitled to services
- Understanding different approaches to mutual elevation of customer, user and service provider capabilities
- Knowing how to prepare onboarding and offboarding plans
- Knowing how to develop user engagement and delivery channels
- Knowing how the service catalogue management practice can be applied to enable and contribute to offering user services
- Knowing how the service desk practice can be applied to enable and contribute to user engagement
Program Material
- Digital copy of the learner materials, study-aids and sample exam
- Digital copy of the official ITIL® 4 Specialist: Drive Stakeholder Value Improve core publication
- Certification exam voucher
