ITIL 4 Specialist - Drive Stakeholder Value (DSV) Training Course

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itil 4 specialist drive stakeholder value dsv certification

Engagement and hands-on learning are encouraged in interactive courses.

Support and guidance in obtaining ITIL certifications.

Establishing connections with peers to share experiences and expertise.

Application of academic knowledge to practical circumstances.

Overview Learning Objectives Who Should Attend Prerequisite Outline Certification

ITIL? 4 Specialist: Drive Stakeholder Value (DSV) Course Overview

In todays service-oriented society, stakeholder satisfaction and customer experience are critical. The ITIL 4 Specialist: Drive Stakeholder Value (DSV) certification expands the beneficial network of professionals by encouraging openness and collaboration. It also develops the abilities of professionals to design strategies for managing customer relationships, generating customer demands, and enhancing customer experiences. This training program instructs you on how to build and maintain positive relationships with stakeholders. You will also discover the tools that efficiently control costs and risks while encouraging value co-creation and customer results. The course format consists of eight modules that address each stage of the client journey: Explore, Engage, Offer, Agree, Onboard, Co-create, and Realise. The curriculum will include customer journey development, measurement, optimization, service touchpoint, and learner interaction management.

With the help of the ITIL 4 Specialist: Drive Stakeholder Value certification, companies may enhance customer satisfaction, strengthen stakeholder relationships, and create value for their business by optimizing service delivery strategies. Organizations may thrive in the competitive market by encouraging departmental collaboration, optimizing processes, and applying acquired knowledge. This certification enhances their understanding of service relationship management strategies, the service value system, and stakeholder management, providing them access to critical skills that companies across various industries seek. Sign up with Vinsys to start your path to becoming an ITIL 4 Specialist. You will be able to understand these vital service management concepts with the support of experienced instructors, an abundance of resources, and a friendly classroom environment as you earn your Drive Stakeholder Value certification.

Course Objectives

The course completion will provide learners with the following learning outcomes:

Identify characteristics of the market and develop activities to enhance business outcomes
Explain the needs of the client and the internal and external factors affecting them
Develop the capacity to identify service providers and explain their advantages
Evaluate the client's needs and offer strategies for fruitful communication and collaboration
Arrange to add value by settling on a warranty, level of experience, and service usefulness
Employ the appropriate strategies to enhance the capacities of both customers and service providers
Recognize how to develop plans for the onboarding and offboarding of clients and users
Identify the methods by which users can submit service requests and offer avenues for communication and delivery
Learn how to respond to and encourage consumer and user feedback
Understand how to foster a culture, way of being, and service attitude
Provide examples of ways to measure the use of services and customer satisfaction
Look into the different ways that performance and service outcomes are reported

Audience

A range of learners is intended to enroll in this course. It doesn't matter how competent the participants are. Nonetheless, the following is the intended audience.

IT service supervisors
Customer experience (CX) supervisors
Relationship Managers
Accounts Supervisors
Service Delivery Supervisors
Service Level Supervisors
Business Architects
Analysts of business affairs
Supervisors of Projects
Managers of Marketing
Advisors for IT
IT Support Staff
Managers of Products
Customer Success Supervisors
Sales representatives from IT companies

Eligibility Criteria

The qualifying standards are designed to maximize the learning outcomes. Enrolling in the ITIL® 4 Specialist: Drive Stakeholder Value program requires the following knowledge and comprehension:

Hold the ITIL® 4 Foundation certificate or a higher-level ITIL® 4 certification
Have a basic understanding of the concepts and tenets of service management
Possessing IT-related work experience and being conversant in IT speak would be helpful
In the context of IT services, a wish to improve customer value and fortify relationships with stakeholders

Course Outline

Module 1: OVERVIEW AND ESSENTIAL CONCEPTS

Overview of ITIL and ITIL 4 Foundational Review of ITIL
Synopsis of the essential ITIL elements
Overview of DSV
Relevance of Participation DSV: Essential Phrases and Ideas

Module 2: The Client's JOURNEY

Recognising customer journeys
The goal and significance of customer journeys
The steps a customer travels through
The phases of client journeys
Points of contact and exchanges
Charting customer journeys: Objective and necessity
Create a map of the customer journey
Experience with customers
Essential considerations for creating customer journeys
The use of design thinking
Behavioral psychology's function
Culture and design
Monitoring and enhancing the customer experience

Module 3: Client Journey: Dive In

Examine: synopsis and typical pitfalls
Examine: from the viewpoints of the service provider and the client
The organization's goal and the interests of several parties
SWOT and PESTLE analysis
Goals and chances for reducing and managing service risks
Determine, assess, and choose service providers
Being aware of markets
The division of markets
Determining and examining service users
Value proposition and market targeting
The market and the market area
Customising and creating profiles
Focused advertising
Reputation and brand
Sustainability as well as the triple bottom line
The significance of current clients

Module 4: CLIENT JOUNREY: ENGAGE

An Overview of "Engage"
The intention behind Engage
Interacting and working together
Paying attention
Why is diversity in communication important?
Parts 1 and 2: Types of Service Relationships
Relationship of service
The ladder of service relationships
Service relationship ladder: Establishing a setting in which relationship patterns can develop
Service relationship ladder: Establishing and maintaining connections and trust
Being aware of service provider capacities
Being aware of what customers require
Relationships with suppliers and partners
Putting it into Practice: Crucial Elements of Relationship Management
Putting Practice into Practice: Relationship Management Practice Success Factors (PSF)
Using Practice: Supplier Management with Practice Success Factors (PSF)

Module 5: CUSTOMER JOURNEY: OFFER

"Offer's" purpose
Handling opportunities and demand
Forming and leveling the demand
Case study for business
Determining and overseeing client requirements
Minimum Product Needed
Story mapping and user stories
Making use of the Moscow approach
WSJF, or Weighted Shortest Job First
Creating the user experience and service offers
Thinking lean
The agile methodology for software development
Creating strategies
The onboarding design
Acquiring and marketing service products
Putting practice into account: Business Analysis

Module 6: CUSTOMER JOURNEY: ONBOARD

The goal of "Onboard"
Arranging for Onboarding
Establishing connections with users
Channels of delivery and user engagement
Giving consumers access to services
Facilitating reciprocal capacities
Deploying clients and users
Putting Service Catalogue Management into Practice
Service Catalogue Management Practice Success Factors, Part 1
Service Catalogue Management Practice Success Factors, Part 2
Using Service Desk Practice
Implementing Practice: Part 1 of the Practice Success Factors (PSFs)
Implementing Practice: Part 2 of the Practice Success Factors (PSFs)

Module 7: CUSTOMER JOURNEY: CO-CREATE

The goal of "co-create"
Promoting a mindset of service
Service-mindedness: Availability
The consumption mindset in services
Providing services to users
Actions taken during continuous service interactions
Requests for services
Interactions with the service desk
Exceptions: in case something goes wrong
Verses of truth
Conscious disobedience
User and customer comments
Developing communities of users
Using Practice: Collaboratively Produce
Implementing Practice: Part 1 of the Practice Success Factors (PSFs)
Implementing Practice: Part 2 of the Practice Success Factors (PSFs)

Module 8: CUSTOMER JOURNEY: REALIZE

The goal of "Realise"
Validating service value
Monitoring value realization
Tracking experience and satisfaction
Tracking the service profit chain model
Assessing and reporting value realization
Evaluating value realization and enhancing customer journeys
Assessment, confirmation, and ongoing development
Determining the service provider's worth
Billing and charging
Using Practice: Managing a Portfolio
Part 1 of "Applying Practice: Practice Success Factors (PSFs)"
Part 2 of "Practice Success Factors (PSFs)"

About The Examination

After February 1, 2022, PeopleCert, which conducts ITIL® tests, will no longer offer offline exams. Everything happens online. Three months after the course, you will receive information on setting up the exam on a time and day of your choosing and an exam ticket. PeopleCert offers web proctoring for the tests and is available 24/7. Forty multiple-choice questions comprise the ITIL ® 4 Specialist: Drive Stakeholder Value (DSV) test, which evaluates candidates' grasp of strategic IT service management. To pass the exam, learners must score at least 28 out of 40, or a 70% passing percentage. The exam lasts for ninety minutes and is closed-book.

Choose Your Preferred Mode

Online Training

Through certification programs and online exams, learners can demonstrate their learning outcomes.
Accessible technical support for any platform-related concerns or inquiries.
Accessibility of recorded training sessions for examination.
Training schedules that are adaptable and accommodate various time zones and individual preferences.

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Corporate Training

Specialized technical support to handle issues brought up by the virtual learning environment.
Educators assist learners and offer specific feedback during instruction.
Gives employees the criticism and encouragement they require to grow in their duties and improve their performance.
Encourages lifetime learning, which has the potential to increase output and staff retention.

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FAQ’s

How much time is needed to complete the ITIL®4 Specialist Drive Stakeholder Value course?

This is a three-day training program.

What is the validity period of the ITIL 4 Specialist - DSV certificate?

The certification for ITIL 4 Specialist: DSV is everlasting.

Is the course available only in person, or is an online version available?

Vinsys's courses are customizable. The course can be enrolled in three ways: instructor-led, virtual, and group. The best option for you will depend on your schedule and preferred learning method.

Why should I sign up for the ITIL® 4 Specialist Drive Stakeholder Value course Vinsys offers?

Thanks to its authorized training programs and first-rate support system, Vinsys is an excellent destination to receive training. You will obtain top-notch education after enrolling in our ITIL® 4 courses because we have more than 20 years of experience offering technical training.

Which assessment and testing methods are employed in the ITIL® 4 Specialist Drive Stakeholder Value certification process?

Three methods will be used to assess learners: daily assignments, group projects, and final exams. The evaluation requirements will cover the practical application of the academic knowledge.

Are the Vinsys instructors qualified to instruct the new curriculum for the ITIL® 4 Specialist Drive Stakeholder Value course?

Our instructors keep up with the most recent advancements and breakthroughs in their respective fields of expertise. They offer training based on their years of professional experience to help you advance professionally and become an expert.

What is the structure of the ITIL4 Specialist: Drive Stakeholder Value certification exam?

The ITIL4 Specialist: Drive Stakeholder Value certification requires passing an online, closed-book test. The framework is:
•   Type of Exam: Multiple-choice, closed-book
•   The exam duration is 90 minutes
•   The total question count is 40
•   passing percentage is 70%
•   no negative marking.

What is meant by ITIL®4 Specialist Drive Stakeholder Value?

Drive for ITIL 4 Specialists Stakeholder Value, a certification program from AXELOS, focuses on enhancing stakeholder relations and value co-creation in service management techniques.

What are the benefits of completing the ITIL®4 Specialist Drive Stakeholder Value Course?

The ITIL®4 Specialist Drive Stakeholder Value Course enhances understanding of stakeholder engagement, service relationships, and value co-creation, fostering better alignment between IT services and business goals.

Who offers the certification for the ITIL® 4 Specialist Drive Stakeholder Value Course?

AXELOS offers the ITIL Specialist: Drive Stakeholder Value Certification.