ITIL® Specialist: Drive Stakeholder Value (DSV)

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

No.

Title

Type

Status

1.

Welcome

PLAY

2.

Download your free study guide

PDF

3.

About the exam

PLAY

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

Meet Your Instructor

Jason Dion

Jason Dion

Lead 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)
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18 Reviews

Yasir Elhadi
Yasir Elhadi
Position: Head Of IT

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.

Amanda Hodgson
Amanda Hodgson
Position: Director, IT Strategy and Service Delivery

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!

ITIL® Specialist: Drive Stakeholder Value (DSV)
Course Preview
  • Price$799
  • InstructorJason Dion
  • Duration8+ hours
  • Lessons70
  • Quizzes12
  • Enrolled292 students
  • Access12 Months
  • Full Practice Exams
    Included
  • Official Textbook
    Included
  • Exam Voucher
    Included

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