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 is a 3-day instructor-led virtual or classroom course
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 or classroom 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
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- 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
- Know how to act together to ensure continual value co-creation (service consumption / provisioning), by:
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- Understanding how users can request services
- Understanding methods for triaging of user requests
- Understanding the concept of user communities
- Understanding methods for encouraging and managing customer and user feedback
- Knowing how to foster a service mindset (attitude, behaviour and culture)
- Knowing how to use different approaches to provision of user services
- Knowing how to seize and deal with customer and user ‘moments of truth’
- Knowing how the service request management practice can be applied to enable and contribute to service usage
- Know how to realize and validate service value, by:
- Understanding methods for measuring service usage and customer and user experience and satisfaction
- Understanding methods to track and monitor service value (outcome, risk, cost and resources)
- Understanding different types of reporting of service outcome and performance
- Understanding charging mechanisms
- Knowing how to validate service
- Knowing how to evaluate and improve the customer journey
- Knowing how the portfolio management practice can be applied to enable and contribute to service value realization
- Know how to onboard and offboard customers and users, by:
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
