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

$899USD

Course Highlights

  • Course Price$899
  • 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

This course is a comprehensive guide on designing and managing customer journeys and interactions between service providers and their stakeholders, including customers, users, suppliers, and partners. It focuses on key concepts such as Customer Experience (CX), User Experience (UX), and journey mapping techniques, aiming to drive stakeholder value effectively.

The ITIL Specialist: Drive Stakeholder Value (DSV) course and its associated certification are pivotal in converting demand into value through IT-enabled products and services. Essential topics covered include SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more.

Designed to prepare you for the ITIL Specialist: Drive Stakeholder Value (DSV) certification exam, the course encompasses all eight objectives, including designing customer journeys, targeting markets, fostering relationships, shaping demand, aligning expectations, onboarding and off-boarding, ensuring continual value co-creation, and realizing service value.

ITIL, standing for ‘The Information Technology Infrastructure Library,’ is globally recognized as the gold standard in IT Service Management. Pursuing this course positions you for a high-demand career by attaining a core certification in ITIL.

Who this course is for:

  • Professionals responsible for ensuring services meet stakeholder requirements and expectations.
  • Professionals aiming to understand and address consumer needs and desires related to products and services.
  • Individuals seeking to build mutually beneficial relationships with stakeholders.

Learning Objectives:

  • Manage stakeholders effectively and foster valuable relationships.
  • Optimize Customer Experience (CX) and User Experience (UX).
  • Embed a customer-centric approach in service design.
  • Evolve service level agreements (SLAs) into experience level agreements.
  • Develop mutually agreed requirements and service details.

Course Overview:

Drive Stakeholder Value is a holistic course covering all types of engagements and interactions between a service provider and its stakeholders, focusing on creating mutual value.

Prerequisites:

  • Participants must be certified in ITIL 4 Foundation prior to enrolling in this course.

Course Outline:

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

Customer Reviews

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Yasir Elhadi

Head Of IT

5 out of 5 stars

I feel proud to have attained ITIL MP certificate. This is the outcome I was expecting from DionTraining. DionTraining is fit for purpose, fit for use, fit for the outcome, and fit for cost.
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Amanda Hodgson

Director, IT Strategy and Service Delivery

5 out of 5 stars

I've taken ITIL training with other vendors, but Dion Training blows everyone else out of the water. They give you all of the information you need, and nothing that you don't. All of that and a guaranteed pass? What a fantastic deal!
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