Length
3 days

Overview

The ITIL 4 Specialist: Drive Stakeholder Value (DSV) course is designed to provide IT practitioners with an understanding of the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping, and more.

This three-day course covers all types of engagement and interaction between a service provider and its customers, users, suppliers, and partners. It leads organisations on a service journey in their service provider and consumer roles, supporting effective interaction and communication.

The ITIL 4 DSV module is part of the ITIL 4 Managing Professional (MP) stream, which provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

This course also includes a copy of the ITIL DSV Handbook, containing practical material for reference back in the workplace.

Examination
The course pricing includes the ITIL 4 Specialist: Drive Stakeholder Value (DSV) Exam at the end of day 3 of the course. It is a 90-minute closed book exam consisting of 40 multiple choice questions and a pass mark of 70% (28/40). Practice exam papers and questions are provided, and reviewed to assist in preparation.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info
  • Customer Journey
  • Customer Journey: Engage
  • Customer Journey: Agree
  • Customer Journey: Co-create
  • Customer Journey: Explore
  • Customer Journey: Offer
  • Customer Journey: Onboard
  • Customer Journey: Realise
Skills Gained
Key Topics
Target Audience
Prerequisites
Industry Association Recognition

Skills Gained

The purpose of the ITIL 4 DSV module is to provide candidates with an understanding of:

  • how customer journeys are designed
  • how to target markets and stakeholders
  • how to foster stakeholder relationships
  • how to shape demand and define service offerings
  • how to align expectations and agree details of services
  • how to onboard and offboard customers and users
  • how to act together to ensure continual value cocreation (service consumption/provisioning)
  • how to realise and validate service value

Key Topics

Module 1: Customer Journey

  • Mastering the Customer Journey
  • Touchpoints and Service Interactions
  • Mapping the Customer Journey
  • Designing the Customer Journey
  • Measuring and Improving the Customer Journey

Module 2: Customer Journey Step 1: Explore

  • Purpose of the Explore Step
  • Understanding Service Consumers
  • Understanding Service Providers
  • Understanding and Targeting Markets

Module 3: Customer Journey Step 2: Engage

  • Purpose of the Module
  • Purpose of the Engage Step
  • Aspects of Service Value
  • Service Relationship Types
  • Building Service Relationships
  • Building and Sustaining Trust and Relationships
  • Analysing Customer Needs
  • Managing Suppliers and Partners

Module 4: Customer Journey Step 3: Offer

  • Purpose of Shaping Demand and Service Offerings
  • Managing Demand and Opportunities
  • Specifying and Managing Customer Requirements
  • Designing Service Offerings and User Experience
  • Selling and Obtaining Service Offerings
  • Key Points Covered in the Module

Module 5: Customer Journey Step 4: Agree

  • Purpose of Aligning Expectations and Agreeing Services
  • Agreeing and Planning Value Co-Creation
  • Negotiating and Agreeing a Service

Module 6: Customer Journey Step 5: Onboard

  • Purpose of Onboarding and Offboarding
  • ITIL Management Practices
  • Planning Onboarding
  • Fostering Relationships with Users
  • Providing User Engagement and Delivery Channels
  • Enabling Users for Service
  • Elevating Mutual Capabilities
  • Offboarding

Module 7: Customer Journey Step 6: Co-create

  • Purpose of Service Provision and Consumption
  • Service Mindset
  • Ongoing Service Interactions
  • Nurturing User Communities

Module 8: Customer Journey Step 7: Realise

  • Measuring Service Value
  • Purpose of Value Capturing and Customer Journey Improvement
  • Realising Service Value in Different Settings
  • Tracking Value Realisation
  • Assessing and Reporting Value Realisation
  • Evaluating Value Realisation and Improving Customer Journeys
  • Realising Value for the Service Provider

Target Audience

This course is aimed at practitioners responsible for managing and integrating stakeholders, those who focus on customer journey and experience, and those who are responsible for fostering relationships with partners and suppliers.

The target audience includes, but is 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

Professionals with the following job titles are expected to benefit from the ITIL 4 DSV certification:

  • Business Relationship Manager
  • Account Manager
  • Service Delivery Manager
  • Service Level Manager
  • Enterprise Architect
  • Solution Architect
  • Business Architect
  • Business Analyst
  • Project Manager
  • Demand Manager
  • Portfolio Manager
  • Supplier Relationship Manager
  • Vendor Manager
  • Contract Manager
  • UX Designer
  • Consultants
  • Product Owners
  • Marketing Manager
  • Knowledge Manager
  • Customer Service Support
  • Cyber Security Managers

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please call us at +632 8244 2098 or email [email protected].

Prerequisites

A pass in the ITIL 4 Foundation exam. Proof will need to be provided before attending this course.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 21 hours
  • Professional Development Units (PDUs): 21 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points
Print course details

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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Virtual Classroom
October 19 2020 - October 21 2020
November 20 2020 - December 2 2020
March 10 2021 - March 12 2021

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Pre-Course Requirements

This course has requirements which must be completed before commencing.
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