ITIL® 4 Strategist: Drive Stakeholder Value (Including exam voucher) – SM-DSV+
ITIL® 4 Specialist Drive Stakeholder Value (Exam Included)
Course Code: SM-DSV
The ITIL® 4 Specialist: Drive Stakeholder Value module is part of the Managing Professional stream for ITIL® 4, and participants need to pass the related certification exam for working towards the Managing Professional (MP) designation. The ITIL® 4 Specialist: Drive Stakeholder module provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It guides the organizations on a service journey in their service provider and consumer roles, supporting effective interaction and communication. *** ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved ***
- Duration: 3 Day
- Level: Advanced
- Technology: ITIL®
- Delivery Method: Instructor Led
- Training Credits: NA
The target audience for the ITIL® 4 Specialist: Drive Stakeholder Value includes, but are not limited to, the following:
– Service management practitioners involved in interactions with customers, users, and suppliers
– Team leads and middle management of service providers
– Service and product owners, service designers
– Relationship managers, service level and service experience managers
Those wishing to take this course must have passed the ITIL® 4 Foundation examination.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this course:
– Understand how customer journeys are designed
– Know how to target markets and stakeholders
– Know how to foster stakeholder relationships
– Know how to shape demand and define service offerings
– Know how to align expectations and agree on details of services
– Know how to onboard and offboard customers and users
– Know how to act together to ensure continual value co-creation (service consumption/provisioning)
– Know how to realise and validate service value
This course will prepare delegates to take the ITIL® 4 Specialist Drive Stakeholder Value exam. Successfully passing this exam will result in the ITIL® 4 Specialist Drive Stakeholder Value Certification.
Exam Prerequisite:
Note that attendance of the Instructor-led ITIL® Specialist Drive Stakeholder Value course is mandatory and serves as a prerequisite before attempting the ITIL® Specialist Drive Stakeholder Value Examination.
Exam Format:
– 40 questions, multiple-choice examination
– Closed Book
– Online Web-Based
– 90 minutes (candidates taking an exam in a language that is not their native or working language may be awarded 25% extra time)
– Pass Score 70% or higher – a raw score of 28 marks or above
Please Note:
The ITIL® 4 Specialist: Drive Stakeholder Value course bundle includes the ITIL® 4 Specialist: Drive Stakeholder Value examination and will be quoted and purchased together.
Modules
– Purpose of the Module
– Purpose of Mastering the Customer Journey
– Touchpoints and Service Interactions
– Module Topics
– Mapping the Customer Journey
– Designing the Customer Journey
– Measuring and Improving the Customer Journey
Step 1: Explore
– Purpose of the Module
– Purpose of the Explore Step
– Module Topics
– Understanding Service Consumers
– Understanding Service Providers
– Understanding and Targeting Markets
Step 2: Engage
– Purpose of the Module
– Purpose of the Engage Step
– Aspects of Service Value
– Module Topics
– Service Relationship Types
– Building Service Relationships
– Building and Sustaining Trust and Relationships
– Analyzing Customer Needs
– Managing Suppliers and Partners
Step 3: Offer
– Purpose of the Module
– Purpose of Shaping Demand and Service Offerings
– Module Topics
– Managing Demand and Opportunities
– Specifying and Managing
– Customer Requirements
– Designing Service Offerings and User Experience
– Selling and Obtaining Service Offerings
Step 4: Agree
– Purpose of the Module
– Purpose of Aligning
– Expectations and Agreeing Services
– Module Topics
– Agreeing and Planning Value Co-Creation
– Negotiating and Agreeing to a Service
Step 5: Onboard
– Purpose of the Module
– Purpose of Onboarding and Offboarding
– ITIL® Management Practices
– Module Topics
– Planning Onboarding
– Fostering Relationships with
– Users
– Providing User Engagement and Delivery Channels
– Enabling Users for Service
– Elevating Mutual Capabilities
– Offboarding
Step 6: Co-create
– Purpose of the Module
– Purpose of Service Provision and Consumption
– Module Topics
– Service Mindset
– Ongoing Service Interactions
– Nurturing User Communities
Step 7: Realize
– Purpose of the Module
– Measuring Service Value
– Purpose of Value Capturing and Customer Journey Improvement
– Realizing Service Value in Different Settings
– Module Topics
– Tracking Value Realization
– Assessing and Reporting Value Realization
– Evaluating Value Realization and Improving Customer Journeys
– Realizing Value for the Service Provider
