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 ***


– 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

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Course Price : N516, 000