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This course offers an in-depth exploration into the art and science of designing and managing the interactions and journeys between service providers and their stakeholders, such as customers, users, suppliers, and partners. It emphasizes essential concepts like Customer Experience (CX), User Experience (UX), and journey mapping techniques, all aimed at effectively driving stakeholder value.
The ITIL Specialist: Drive Stakeholder Value (DSV) course, along with its associated certification, is crucial for transforming demand into tangible value via IT-enabled services and products. Key topics discussed include the design of Service Level Agreements (SLA), managing multiple suppliers, enhancing communication and relationship management, and the strategies behind CX and UX design, as well as customer journey mapping.
This course is meticulously structured to ready participants for the ITIL Specialist: Drive Stakeholder Value (DSV) certification exam, covering all eight objectives. These include designing customer journeys, targeting markets, fostering relationships, shaping demand, aligning expectations, managing onboarding and off-boarding processes, ensuring continual value co-creation, and realizing and capturing service value.
ITIL, the acronym for ‘The Information Technology Infrastructure Library,’ is renowned worldwide as the benchmark for excellence in IT Service Management. By pursuing this certification, you position yourself to secure a high-demand career, armed with a fundamental certification in ITIL.
Who this course is for:
- Professionals tasked with ensuring that services align with and fulfill stakeholder requirements and expectations.
- Professionals dedicated to comprehending and addressing consumer needs and desires concerning products and services.
- Individuals committed to establishing and maintaining mutually beneficial relationships with stakeholders.
Course Overview:
The Drive Stakeholder Value course offers a comprehensive overview of all forms of engagements and interactions between a service provider and its stakeholders, emphasizing the creation of mutual value.
Prerequisites:
Participants are required to have an ITIL 4 Foundation certification before enrolling in this course.
