Course Overview
This ITIL 4 Specialist: Drive Stakeholder Value (DSV) course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focusses on the conversion of demand into value via IT-enabled services. It covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide you with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
The course prepares you for the ITIL 4 Specialist: Drive Stakeholder Value exam, one of five exams needed to achieve ITIL 4 Managing Professional (MP) Certification. Individuals can expect to walk away with the tools required to drive user engagement and boost internal and external stakeholder satisfaction.
Once you have ITIL 4 Foundation certification, this course is one of 4 Specialist courses needed to achieve the ITIL 4 Managing Professional certification.
You will have access to the following ITIL ebook on Day 1 of your course by logging into your PeopleCert® account:
- ITIL 4: Drive Stakeholder Value Manual
Who should attend
ITIL Specialist Drive Stakeholder Value is aimed at 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.
Prerequisites
- Must hold the ITIL 4 Foundation Certificate - ITIL® 4 Foundation Certification Training (ITIL4F)
Course Objectives
- Understand 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.
- Apply practical and technical knowledge about how to run successful, modern, IT-enabled services, teams and workflows
English
Italian
United Kingdom