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ITIL™ 4 Specialist: Drive Stakeholder Value
Digital services should be managed for the value they deliver to users. Use ITIL™ 4 to clarify expectations, commitments and service monitoring with stakeholders. Develop an approach that makes gaps visible and builds more coherent service relationships.
- Duration
- 3 days 21 hours
- Code
- ITILDSV Code
- Certification
- ITIL™ 4 Certification
Accredited training for the ITIL™ 4 certification.
Presentation
The ITIL™ 4 Specialist: Drive Stakeholder Value (DSV) course develops your ability to manage stakeholder interactions and relationships. Learn to maximise IT service value through stronger collaboration and customer satisfaction.
Across its learning modules, the programme helps you manage stakeholders effectively and build trusted relationships. It enables you to shape customer demand while applying effective design thinking and provides tools to optimise user and customer experience.
By the end of this 3-day course, you will also be prepared to take the official ITIL™ 4 Specialist: Drive Stakeholder Value exam, included in our offer (see the Certification tab for details).
Objectives
By the end of this ITIL 4 specialist course, you will be able to:
- Understand customer journeys.
- Target markets and stakeholders.
- Strengthen stakeholder relationships.
- Apply methods to shape demand and define service offerings.
- Align expectations and define service arrangements.
- Onboard and offboard customers and users.
- Ensure ongoing value co-creation in service consumption and provision.
- Create and validate service value.
- Prepare for the official ITIL™ 4 Specialist: Drive Stakeholder Value exam.
Oo2 is an ATO accredited by AXELOS® and PeopleCert to deliver ITIL™ training. This status ensures courses are delivered by an approved trainer using official materials.
Program
1. Understanding the customer journey
- What is a customer journey?
- Methods for designing and improving customer journeys.
2. Targeting markets and stakeholders
- Market characteristics.
- Marketing activities and techniques.
- Customer needs and the internal and external factors influencing them.
- Identifying service providers and their value propositions.
3. Improving stakeholder relationships
- Mutual readiness and maturity.
- Types of supplier and partner relationships and how to manage them.
- Developing customer relationships.
- Analysing customer needs.
- Using communication and collaboration activities and techniques.
- Establishing relationship management to develop business interactions.
- Establishing supplier management to develop supplier and partner interactions.
4. Shaping demand and defining service offerings
- Designing digital service experiences based on value, data and users.
- Strategies for selling and negotiating service offerings.
- Capturing, influencing and managing demand and opportunities.
- Gathering, specifying and prioritising requirements from a broad range of stakeholders.
- Establishing analytical practices to support requirements management and IT service design.
5. Aligning expectations and agreeing service details
- Planning value co-creation.
- Negotiating and agreeing service utility, warranty and experience.
- Establishing service level management to manage service expectations.
6. Onboarding and offboarding customers and users
- Key transition, onboarding and offboarding activities.
- Establishing and maintaining user relationships.
- User authorisation and entitlement to services.
- Approaches to mutually developing customer, user and service provider capabilities.
- Preparing onboarding and offboarding plans.
- Strengthening user engagement and delivery channels.
- Establishing service catalogue management to support user service offerings.
- Establishing a service desk to support user engagement.
7. Establishing ongoing value co-creation
- Managing user service requests.
- Triage methods for user requests.
- Understanding user communities.
- Encouraging and processing customer and user feedback.
- Promoting a service mindset: attitude, behaviour and culture.
- Using different approaches to user service delivery.
- Capturing and managing customer and user moments of truth.
- Establishing service request management to support service use.
8. Creating and validating service value
- Measuring service use, experience and customer or user satisfaction.
- Monitoring and controlling service value: outcomes, risks, costs and resources.
- Types of service outcome and performance reports.
- Understanding pricing systems.
- Validating service value.
- Evaluating and improving the customer journey.
- Establishing portfolio management to support service value creation.
Audience
This course is intended for:
- ITIL practitioners and IT managers who develop stakeholder relationships to create value.
- Anyone responsible for monitoring customer journeys, experiences or expectations within an IT service.
Prerequisites
You must hold ITIL™ 4 Foundation certification to take this course and sit the ITIL™ 4 Specialist: Drive Stakeholder Value (DSV) exam.
Recommended course:
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Practical exercises
- Case study
Course highlights
Training delivered by an approved ITIL™ 4 trainer, with practical case studies and the ITIL™ 4 Specialist: Drive Stakeholder Value exam included in our offer.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
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