ITIL® Specialist: Drive Stakeholder Value (DSV)
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.
Who this course is for?
- Professionals responsible for ensuring services meet stakeholder requirements and expectations
- Professionals needing to understand consumers needs, wants, and desires in regards to products and services
- Professionals seeking to build mutually beneficial relationships with their stakeholders
Course Learning Objectives
- Effectively manage stakeholders and foster valuable relationships
- Optimize Customer Experience and User Experience
- Embed a customer-centric approach to service design
- Evolve service level agreements into experience level agreements
- Develop mutually agreed requirements
Course prerequisites
- Must be certified in ITIL 4 Foundation prior to taking this course
Course Curriculum
1. Introduction
Total items: 5 - Total Time: 00:13:31
2. Customer Journey
Total items: 3 - Total Time: 00:38:30
3. Markets and Stakeholders
Total items: 6 - Total Time: 01:00:16
4. Stakeholder Relationships
Total items: 9 - Total Time: 01:12:49
5. Demand and Offerings
Total items: 7 - Total Time: 01:35:48
6. Expectations and Agreements
Total items: 5 - Total Time: 00:45:34
7. Onboard and Offboard
Total items: 10 - Total Time: 01:22:12
8. Value Co-Creation
Total items: 10 - Total Time: 00:57:56
9. Realizing Service Value
Total items: 9 - Total Time: 00:57:40
10. Conclusion
Total items: 6 - Total Time: 00:11:59
Meet Your Instructor
Jason Dion, CISSP No. 349867, is a former college professor and the lead instructor at Dion Training Solutions.
He has multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL.
With networking experience dating back to 1992, Jason has been a network engineer, Deputy Director of a Network Operations Center, and an Information Systems Officer for large organizations around the globe.
He holds a Master’s of Science degree in Information Technology with a specialization in Information Assurance and a Bachelor’s of Science in Human Resources Management. He lives in Puerto Rico with his wife and two children.
Course Rating
( 5 average based on 18 reviews)5 star
18
4 star
0
3 star
0
2 star
0
1 star
0
100% Pass Guarantee
All the risk is on us, as it should be. You literally have nothing to lose.
We are so confident that you are going to learn everything you need to know to pass your CompTIA®, ITIL®, PRINCE2®, PRINCE2 Agile®, or Linux certification if you pass our courses at diontraining.com. So, if you do not pass your certification within 60 days of registering for and passing your course, simply send us your test score and your course completion letter, and we will pay for your exam retake.
18 Reviews
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.
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!