ITIL® Specialist: Drive Stakeholder Value (DSV)

ITIL® Specialist: Drive Stakeholder Value (DSV)

Drive Stakeholder Value covers all types of engagements and interactions between a service provider and its customers, users, suppliers, and partners.

Course Details

Reviews

5 out of 5 stars
292 Total Reviews

5 out of 5 stars

Course Highlights

  • Course Price$799
  • InstructorsJason Dion
  • Total Duration08 hours
  • Total Lessons70
  • Total Quizzes12
  • Enrolled292 Students
  • Access to material12 Months
  • Official TextbookIncluded
  • Full Practice ExamsIncluded
  • Voucher IncludedIncluded

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Description

Learn how to drive stakeholder value by designing and managing customer journeys and interactions between service providers and their customers, users, suppliers, and partners, including key customer experience (CX), user experience (UX), and journey mapping techniques.

The ITIL Specialist: Drive Stakeholder Value (DSV) course and its associated certification focus on the conversion of demand into value through the use of IT-enabled products and services

Key topics include SLA design, multi-supplier management, communication, relationship management, Customer Experience (CX) and User Experience (UX) design, customer journey mapping, and more.

Students will learn the tools needed to increase stakeholder satisfaction and become integral to their businesses’ success in the current competitive landscape.

This course is designed to help prepare you for the ITIL Specialist: Drive Stakeholder Value (DSV) certification exam and covers all eight objectives:

  • Designing the customer journey
  • Targeting markets and stakeholders
  • Fostering stakeholder relationships
  • Shaping demand and defining service offerings
  • Aligning expectations and agreeing to service details
  • Onboarding and off boarding customers and users
  • Ensuring continual value co-creation through consumption/provisioning
  • Realizing and validating service value

ITIL stands for ‘The Information Technology Infrastructure Library’ framework and is considered the gold standard in IT Service Management across the world. ITIL is the core certification you need for a career that’s in high-demand.

Frequently Asked Questions

No.

Title

Type

Status

1.

Welcome

VIDEO

2.

Download your free study guide

PDF

3.

About the exam

VIDEO

4.

100% Pass Guarantee

VIDEO

5.

Checkpoint: Introduction

QUIZ

No.

Title

Type

Status

1.

Customer Journey

VIDEO

2.

Journey Mapping

VIDEO

3.

Checkpoint: Customer Journey

QUIZ

No.

Title

Type

Status

1.

Step 1: Explore

VIDEO

2.

Markets

VIDEO

3.

Marketing

VIDEO

4.

Customer Needs

VIDEO

5.

Service Providers

VIDEO

6.

Checkpoint: Markets and Stakeholders

QUIZ

No.

Title

Type

Status

1.

Step 2: Engage

VIDEO

2.

Readiness and Maturity

VIDEO

3.

Relationship Types

VIDEO

4.

Customer Relationships

VIDEO

5.

Analyze Needs

VIDEO

6.

Communication and Collaboration

VIDEO

7.

Relationship Management

VIDEO

8.

Supplier Management

VIDEO

9.

Checkpoint: Stakeholder Relationships

QUIZ

No.

Title

Type

Status

1.

Step 3: Offer

VIDEO

2.

Designing Service Experiences

VIDEO

3.

Selling Service Offerings

VIDEO

4.

Demand and Opportunities

VIDEO

5.

Requirements

VIDEO

6.

Business Analysis

VIDEO

7.

Checkpoint: Demand and Offerings

QUIZ

No.

Title

Type

Status

1.

Step 4: Agree

VIDEO

2.

Planning for Value

VIDEO

3.

Negotiate and Agree

VIDEO

4.

Service Level Management

VIDEO

5.

Checkpoint: Expectations and Agreements

QUIZ

No.

Title

Type

Status

1.

Step 5: Onboard

VIDEO

2.

Onboard and Offboard

VIDEO

3.

Fostering Relationships

VIDEO

4.

Authorized Services

VIDEO

5.

Mutual Elevation

VIDEO

6.

Preparing Plans

VIDEO

7.

Engagement and Delivery

VIDEO

8.

Service Catalog Management

VIDEO

9.

Service Desk

VIDEO

10.

Checkpoint: Onboard and Offboard

QUIZ

No.

Title

Type

Status

1.

Step 6: Co-create

VIDEO

2.

User Requests

VIDEO

3.

Triaging Requests

VIDEO

4.

User Communities

VIDEO

5.

Feedback

VIDEO

6.

Foster a Service Mindset

VIDEO

7.

Provisioning Services

VIDEO

8.

Moments of Truth

VIDEO

9.

Service Request Management

VIDEO

10.

Checkpoint: Realizing Service Value

QUIZ

No.

Title

Type

Status

1.

Step 7: Realize

VIDEO

2.

Measuring Usage

VIDEO

3.

Track and Monitor Value

VIDEO

4.

Types of Reporting

VIDEO

5.

Charging Mechanisms

VIDEO

6.

Validate Service Value

VIDEO

7.

Evaluate the Journey

VIDEO

8.

Portfolio Management

VIDEO

9.

Checkpoint: Realizing Service Value

QUIZ

No.

Title

Type

Status

1.

Customer Journey (Summary)

VIDEO

2.

Conclusion Lesson

VIDEO

3.

Practice Exam #1

QUIZ

4.

Practice Exam #2

QUIZ

5.

Practice Exam #3

QUIZ

6.

Exam Voucher

VOUCHER

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